Student Support Specialist

Description:
Job Description Summary:
The Student Support Specialist (SSS) in the Campus Service Center provides Samuel Merritt University (SMU) with both student support and campus operations support. The SSS is tasked with guiding students through post-admission requirements. They also serve as a consistent student point-of-contact throughout the program until graduation, providing guidance, assistance and direction to set up students for success. The SSS is also responsible for addressing escalated issues from BlackBelt Help that are unresolved by the initial point of contact, whether by telephone or email (TDX). As part of the Campus Service Center, the SSS will provide campus operations support and administrative support for the Office of Student Affairs.

This position has substantial knowledge of the University's operations and the role and function of key personnel throughout the University.The SSS effectively uses the student information systems, standard computer-based business applications, web-based services, and the University's cloud-based systems to complete assigned work. Under the overall supervision and management of the Director of SMU Central, the SSS provides direct services that support various workflows throughout the University
Duties and Responsibilities:

Student Support Liaison

• Initiates contact with assigned students upon admission to the University and ensures compliance with post-admission requirements (deposit, letter of intent, background check, drug screen, etc.).

• Establishes a schedule to conduct regular check-ins with assigned students.

• Participates in orientations and conducts presentations on assistance provided, as needed.

• Collaborates with other offices and departments to facilitate a smooth post-admission experience for students.

• Partners with staff and faculty of assigned programs to be informed of any time-sensitive or upcoming tasks for students.

• Attends and participates in program and department meetings, as needed.

• Meets regularly with Student Affairs staff to discuss specific or general incoming students' needs.

• Provides timely responses to inquiries from assigned students, refer to appropriate resources as necessary, and follow-up to ensure resolution.

Office of Student Affairs Operations Support

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• Assists students with accessing Basic Needs Services, such as the Food Pantry and produce distributions.

Provides support in resolving escalated (Tier 2) inquiries forwarded from Black Belt Help by telephone, email (TDX), or in-person.

• Provides support for campus events sponsored by the Division of Academic and Student Affairs or in partnership with other offices.

• Provides all shipping and mailing services, including special processes.

• Assists the Office of People and Culture with employment eligibility documentation verification and completing the I-9 Forms for all newly hired student employees.

• Utilizes student information systems, office management software, University cloud-based systems and internet systems as necessary to address inquiries.

• Manages paper and electronic documents necessary for campus operations.

• Assume responsibility for special projects as assigned.

• Performs duties as required and assigned by the Director of SMU Central.

Skills and Abilities

• Strong interpersonal skills with people in a diverse community.

• Ability to pay attention to detail and to handle confidential information with excellent judgment and discretion required.

• Demonstrated ability to proactively set priorities and work with diplomacy and efficiency in a high demand environment.

• Ability to anticipate and manage deadlines and interact well with all levels of personnel.

• Ability to comprehend and execute complex policies and procedures.

• Proven customer service skills.

• Excellent organizational, communication and collaborative skills

• Ability to receive detailed information through verbal and written communication.

• Ability to write, expressing and exchanging ideas.

• Experience with student information systems.

• Demonstrated computer experience.

Minimum Qualifications

• High school diploma or GED required; Bachelor's Degree preferred.

• Minimum two years of experience in higher education preferred.

• Minimum two years of administrative and customer service support. experience required, preferably in a higher educational environment.

• Proficiency in Microsoft Office programs (Excel, Word, Outlook, PowerPoint) required.

• Capable of using computer operating systems, cloud-based computing systems, internet resources, and complex database systems.

• Must be comfortable conducting presentations and/or speaking in front of a large audience (virtual or in-person).

• Must be able to work successfully in either a remote or on-campus environment.

• Must be available during standard business hours (Monday-Friday, 8a-5pm).

Physical Requirements:

Ability to sit, talk, hear, stand, walk, and possess hand and finger dexterity.

Must be able to lift and/or move up to 20 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

Employee Status:
RegularExemption Status:
United States of America (Non-Exempt)Time Type:
Full timeJob Shift:

Pay Range:

Samuel Merritt University currently provides base salary ranges for all positions-on job advertisements-in the United States based on local requirements. Individual compensation will ultimately be determined based on a variety of relevant factors including but-not limited to qualifications, geographic location, and other relevant skills.