Student Experience Coordinator

Job Summary The Faculty of Open Learning and Career Development (OLCD) develops and delivers innovative and diverse lifelong learning experiences for more than 5000 students annually to help them navigate the changing world of learning and work. Reporting to the Director, Enrollment, Student Success and Advising, the Student Experience Coordinator will be the Faculty’s front-line representative, acting as the first point of contact for prospective students/learners, including responding to, tracking, and following up on in-person, phone and e-mail inquiries. Key Responsibilities Act as front-desk reception. Monitor, respond to, and re-direct inquiries (in-person, email, and telephone). Identify opportunities and draft templates for standardized responses, including upselling, to aid with both student experience and conversion of inquiries to registration. Track all inquiries in a centralized spreadsheet and initiate follow up with the Faculty’s staff to ensure inquires are effectively and efficiently being resolved, advising Director of issues for follow-up. Follow up on student inquiries and abandoned carts through the Faculty’s registration software (Destiny). Conduct weekly reviews of inquiries and inquiries channels in-person, phone and e-mail). Prepare weekly report for Director and identify inquiry patterns and issues, including making process recommendations and drafting standard operating procedures to address identified issues. Regularly complete registration duties due to peak periods, high volumes, and staff absences. This includes responding to inquires from individual students and corporate clients; enrolling clients, including large groups, into courses/certificates; and processing payments and invoicing. Identify ways to enhance student experience beyond immediate requests by being knowledgeable of alternative options and resources available. Assist in the staffing of booths at trade shows and events to promote the Faculty and its programs and services. Facilitate Faculty room bookings for locally managed classrooms, including booking classrooms for onsite Faculty instruction. Provide administrative support to onsite instructors and general office support for the Faculty such as repair requests, office stationary orders, and deposit pickups. Note Due to operational requirements, the successful applicant is required to work in-person on campus. Required Qualifications Business/Office Administration diploma with approximately three to five years’ related experience (or an equivalent combination of education and experience). Excellent communication (verbal and written), customer service and interpersonal skills. Strong attention to detail, problem solving and organizational skills, and ability to multi-task in a deadline driven environment. Demonstrated ability to work both independently and in a team environment. Proficiency in MS Office suite (Outlook, Excel, Word). Assets Experience with Dalhousie systems (Banner and Destiny). Job Competencies The successful candidate is expected to demonstrate proficiency in Dalhousie’s competencies, in particular: Respect & Inclusion Adaptability Knowledge & Thinking Skills Communication Service Additional Information Dalhousie University supports a healthy and balanced lifestyle. Our total compensation package includes health and dental plans, a health spending account, an employee and family assistance program and a tuition assistance program. Application Consideration Non-probationary bargaining unit employees (NSGEU local 77) are given priority consideration. All other applications will be considered when there is no qualified candidate from the bargaining unit.We sincerely appreciate all applications and note that only candidates selected for an interview will be contacted directly by the hiring department or People and Culture. Diversity Statement Dalhousie University commits to achieving inclusive excellence through continually championing equity, diversity, inclusion, and accessibility. The university encourages applications from Indigenous Peoples of Turtle Island (especially Mi’kmaq), persons of Black/African descent (especially African Nova Scotians), and members of other racialized groups, persons with disabilities, women, persons identifying as members of 2SLGBTQIA+ communities, and all candidates who would contribute to the diversity of our community. In accordance with our Employment Equity Policy, preference will be given in hiring processes to candidates who self-identify as members of one or more of the equity-deserving groups listed above.