Student Support Specialist I
Student Support Specialist I
As a living, learning and working community, Susquehanna University affirms its commitment to being an engaged, culturally inclusive campus. As we seek to embody the rich diversity of the human community, we commit ourselves to the full participation of persons who represent the breadth of human difference. The university encourages candidates from historically underrepresented groups to apply. Susquehanna University is an Equal Opportunity Employer.
Susquehanna University is a national liberal arts college committed to excellence in educating students for productive, creative and reflective lives of achievement, leadership and service in a diverse, dynamic and interdependent world. Its more than 2,300 undergraduates come from 35 states and 22 countries, and all students study away through Susquehanna’s unique Global Opportunities program. Susquehanna University’s 325 acre campus, noted for its beauty, is located in Selinsgrove, Pennsylvania, 50 miles north of Harrisburg in the scenic Susquehanna River Valley, about a three hour drive from Philadelphia, Washington, D.C., and New York City. For more information, please visit https://www.susqu.edu.
Job Summary The Student Support Specialist I will be part of a team that provides student-centric support and assistance ensuring a positive, professional experience for all students in pursuit of their academic goals and achievements. The Student Support Specialists are expected to be adaptable, flexible, versatile, understanding, calm and caring while exhibiting elevated competency to navigate and utilize Susquehanna's Student Information Systems. This position requires attention to detail in a fast-paced, ever-changing environment and will deliver high-quality, student-centered advice and support through multiple modalities (email, in-person, and phone). Specific Responsibilities
- Provide exceptional customer service to all Susquehanna University constituents including students, internal staff and faculty, external stakeholders, parents, and all parties in contact with the university.
- Provide general information to solve issues related to financial aid, registration, Global Programs and student accounts.
- Execute ongoing communication with students, parents, and staff while maintaining a high-level customer satisfaction in all digital modalities, including via email and phone.
- Counsel, advise, investigate, problem-solve, and resolve issues from current and former students, parents, faculty, staff, sponsors and other third parties.
- Escalate issues to Student Support Specialist II as needed.
- Identify potential inefficiencies to promote operational excellence and coordinate process improvements of service to students and the university community
- Participate in professional development and training
opportunities to stay abreast of institutional, federal, and other
Knowledge, Skills, AbilitiesSkilled at written and verbal communication in order to convey information effectively and as appropriate for the needs of the audience; Ability to build relationships across departments; Knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction; Knowledge of English language including meaning and spelling of words, rules of composition and grammar; Skilled at active listening in order to give full attention to what other people are saying, taking time to understand the points being made, asking questions appropriately, and not interrupting at inappropriate times; Ability to manage the demands of simultaneous tasks and shift project focus while ensuring successful and timely completion of duties; Demonstrated technical skills utilizing a range of information databases.
Education High school degree or equivalent required. Bachelor’s degree preferred. ExperienceTwo years of customer service experience required. Experience working in a university setting, particularly student services, preferred. Physical DemandPosition requires the ability to stand or sit for extended periods of time. Position requires the ability to move about the campus. Position requires the ability to talk and to hear instruction. Position requires occasional manual dexterity and the ability to use fingers, hands, and arms to feel, handle, and reach. Position requires occasional stooping, crouching and bending. Position requires the ability to occasionally lift up to 10 pounds. Working conditions are primarily indoor, with some outdoor work required.
EducationBachelor’s degree preferred. ExperienceExperience working in a university setting, particularly student services, preferred.
Special Instructions to the Applicant:
Benefits Eligible: Yes
Number of Months: 12 months
Other Number of Months:
Work Schedule/Hours per Week:
Posting Date: 07/12/2021
Open Until Filled: No
Anticipated Start Date:
Posting Number: AH00761
To apply, visit https://jobs.susqu.edu/postings/2376