Student Experience and Support Specialist

2 months ago

Calgary, Canada Robertson College Full time

Robertson is the School of New Work. Our vision is for everyone to have a good life through a prosperous and fulfilling career. Our mission is to empower our learners with the most relevant training and up-to-date industry insights so that they may find fulfilling and meaningful careers.

This new role will combine student-facing customer service duties with administrative support, reception duties, and the triaging of complex issues to specialists in academic or non-academic areas.

**Responsibilities**:

- Student Support & Customer Service:
- Act as the first point of contact for students at the reception desk, providing friendly and professional service.-
- Answer general inquiries and guide students through the enrollment process, pre-arrival onboarding, and ongoing academic or administrative concerns.-
- Address student issues and triage more complex concerns to the appropriate department (academic, financial, or student life).-
- Manage student communication, including updates, scheduling assistance, and orientation preparation.-
- Serve as the primary point of contact for students, addressing inquiries, concerns, and providing assistance throughout their academic experience.-
- Collaborate with various departments, including admissions, academic advising, and student services, to ensure students are supported in all aspects of their educational journey.-
- Coordinate student orientation programs and workshops to help new students acclimate to the institution and its resources.-
- Develop and implement student engagement initiatives aimed at improving retention and overall satisfaction.-
- Provide timely and accurate information regarding course schedules, policies, and procedures to students.-
- Assist with the resolution of student issues, including academic, administrative, and personal concerns, in a confidential and professional manner.-
- Contribute to the improvement of student support processes and procedures, suggesting innovations based on feedback and best practices.-
- Administrative Duties:- Maintain accurate records of student interactions, payments, and documentation.-
- Assist with administrative tasks related to student services, such as handling fee payments and managing student data.Assists with all aspects of graduation, including event planning, communication with students, and ensuring that all graduation-related processes are completed smoothly.-
- Faculty Support-
- Assists with the recruitment, hiring, and onboarding of faculty members for the RDP PPP teach-out and new business streams, ensuring alignment with the institution's standards.-
- Assists the director to evaluate faculty performance, holding regular meetings to ensure instructors adhere to their responsibilities and maintain high standards of teaching and professionalism.Provide ongoing support to faculty, addressing any issues that arise and facilitating professional development opportunities as needed.-
- Triage Complex Issues:- Identify and assess complex student concerns and refer them to the appropriate specialists or departments for further assistance.-
- Collaborate with other departments (e.g., financial aid, academic advising, or student housing) to ensure comprehensive support for students.-
- Reception & Operational Duties:- Handle reception duties, including greeting visitors, answering phones, and managing front-desk operations.- Provide general administrative support where necessary, such as scheduling appointments and assisting with campus events.

**Qualifications**:

- Strong customer service and interpersonal skills.- A post-secondary degree or diploma in a relevant field such as education or business is preferred.- Experience working in student services or a similar support role within an educational institution is highly desirable.- Strong communication and interpersonal skills with the ability to build rapport with students from diverse backgrounds.- Excellent problem-solving abilities and a proactive approach to student support.- Experience in student services, administration, or a related field.- Ability to triage and solve student issues effectively.
- Proficiency in office software and student information systems.

This new role focuses heavily on student interaction and support, with the reception component being a secondary but important part of the job.

Additional Information:
This is a one-year contract with a high chance of renewal, based on performance and the needs of the College. The position offers an exciting opportunity to make a significant impact on the student experience and support student success.

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