Student Support Coordinator

overview

job title: student support coordinator department: admissions

salary range: $45,000 - $50,000 flsa: exempt

immediate supervisor: director of student success - admissions

schedule details: full-time (office hours are 7:30 a.m. – 5:30 p.m., monday through thursday, and 8:00 a.m.

- 4:30 p.m. On friday). Flexibility to work any shift within these hours is required. Occasional evening and weekend work is also required. 12-month position/peers

position summary

the student support coordinator oversees the otc student affairs call center, front desk, and live chat operations, ensuring internal and external constituents receive exemplary customer service, accurate information, and timely assistance. The coordinator is responsible for employee scheduling and training and collaborates with campus departments to meet student needs while maintaining a comprehensive working knowledge of financial aid, admissions, registration, payment, and other college services.

Additional responsibilities include providing direct service support for call center, front desk, and live chat operations, responding to departmental emails, and performing routine office and administrative tasks.

• oversee daily operations of the student affairs call center, front desk, and live chat to ensure adequate staffing and exemplary customer service for all constituents.
• supervise and support a team of part-time and full-time employees, including scheduling, training, professional development, and serving as the point of contact for escalated issues.
• maintain a student-centered service culture by troubleshooting concerns, addressing barriers, and connecting students with appropriate campus resources.
• collaborate and build strong relationships with campus departments to deliver accurate, timely, and meaningful student support.
• support the student success model by strengthening students’ relationships with the appropriate team member while answering questions to ensure a streamlined, student-centered experience.
• maintain a current working knowledge of financial aid, admissions, registration, payment, and other major college services and policies.
• provide direct service support by assisting with call center, front desk, and live chat coverage as needed.
• coordinate with student account services and other departments regarding training, scheduling, and operational procedures, including cash handling when applicable.
• monitor service quality and analyze operational metrics to improve training, processes, and departmental efficiency.
• respond to departmental communications, complete routine administrative tasks, and support proactive student outreach efforts.
• adhere to college policies and procedures, maintain reliable attendance, and perform other duties as assigned, including participation in committees, college functions, and community events.

• bachelor’s degree from a regionally accredited institution of higher learning.
• two years of supervisory experience of customer service personnel.
• two years of experience in hospitality, retail, call center, or a related customer service-based field.
• demonstrated professional growth with increasing responsibility within the customer service industry.
• prior experience using data to evaluate and make changes to operations.
• demonstrated ability to troubleshoot customer concerns and issues.
• strong oral and written communication skills.

• 5 years of experience in hospitality, retail, call center, or a related customer service-based field.
• experience tracking metrics and working with key performance indicators.
• experience using targetx or another crm platform.
• experience working within a collegiate setting.

• medical insurance coverage for employees through the coxhealth network at no cost to employees.
• dental, ltd and group life insurance coverage for employees at no cost to employees.
• access to the on-site otc health and wellness clinic at no cost for employees and their dependents.
• use of the otc fitness center at no cost to employees.
• twelve (12) tuition free college…