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Student Support Supervisor

Employer
Susquehanna University
Location
Pennsylvania, United States
Salary
Salary Not specified
Date posted
Jan 17, 2025
View more categoriesView less categories
Position Type
Administrative, Student Affairs, Student Activities & Services
Employment Level
Mid-Level
Employment Type
Full Time


Student Support Supervisor

About Susquehanna:
Susquehanna University is the future-ready institution for today, invested in cultivating intellectual grounding, active learning and global citizenship for all students. Renowned as one of the finest U.S. national liberal arts colleges, Susquehanna inspires and challenges 2,200 enterprising, bright-minded students studying the arts, business, humanities and sciences. Our students seize opportunities through exceptional worldwide internships, expert-guided research and an acclaimed study-abroad program, leading to a transformative education that empowers each graduate to realize their unique potential and lead a successful and meaningful life.

The Susquehanna River Valley with its fresh air and overall pleasant year-round climate, provides four distinct seasons amidst a backdrop of vibrant autumn foliage, occasional winter snowfalls, flower-filled springs and warm summer evenings illuminated by fireflies. Nearby outdoor recreational areas for hiking, kayaking, fishing and skiing - and the bustling cultural and commerce hubs of New York City, Washington D.C., Baltimore and Philadelphia within a three-hour drive - present abundant opportunities for learning and discovery.

Position Summary:
Job SummaryThe Student Support Supervisor will provide supervision and guidance to a Student Support Specialist team that work with students and stakeholders across Susquehanna University to promote overall student success. This position involves supervisory responsibilities in a fast-paced, ever-changing, open office environment that delivers high-quality, student-centered customer service through multiple modalities. The Supervisor will work collaboratively in a team environment and between offices across campus to assist students negotiate their higher education experience while at Susquehanna University. This position is defined as an exempt position under FLSA regulations.

Specific Responsibilities
  • Manage, administer, direct and lead operational activities for the Burke Hawk Hub.
  • Oversee annual budget and prepare annual report.
  • Ensure Student Support Specialists are cross-trained and kept abreast of all policies, procedures and campus resources.
  • Collaborate with staff, faculty and students to identify and understand student service issues, customer needs, and other best practices to ensure efficiency and professional delivery of service.
  • Monitor ongoing communication between Student Support Specialists and key constituencies at the institution to effectively assist students.
  • Help coordinate and promote student centered improvements of service to students.
  • Manage the student cases in the Burke Hawk Hub to ensure timely triage, escalation, resolution and processing of incoming cases.
  • Recruit, hire, train, and supervise a team of Student Support Specialists.
  • Participate in professional development and training opportunities to stay abreast of regulations, best practices, and innovative technologies.
  • Serve as a member of the Concern, Assessment, Response, and Evaluation (CARE) Team and other committees as required.
  • Assist the Center for Academic Success and Disability Services by providing effective outreach to students in need of academic intervention or support. Electronically document individually scheduled and walk-in student meetings.


Required Qualifications:
EducationBachelor's degree required.
Experience Five years of customer service experience required. Experience working in a university setting, particularly student services, is preferred.
Knowledge, Skills, Abilities Ability to set priorities and advocate team concepts to work collaboratively with faculty and staff to promote student success; Knowledge of technology and how it can support innovation as well as an understanding of how key offices at the institutions interact throughout the years as students matriculate to graduation; Skilled at written and verbal communication in order to convey information effectively and as appropriate for the needs of the audience; Skilled at active listening so as to effectively respond to queries about specific questions from different constituencies; Ability to manage the demands of simultaneous tasks and shift project focus while ensuring successful and timely completion of duties.

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.

Preferred Qualifications:
ExperienceExperience working in a university setting, particularly student services, is preferred.

Special Instructions to the Applicant:
Review of applications will begin immediately and will continue until the position is filled.

Benefits Eligible: Yes
Number of Months: 12 months
Other Number of Months:
Full-Time/Part-Time: Full Time
Work Schedule/Hours per Week:
Posting Date:
Closing Date:
Open Until Filled: Yes
Anticipated Start Date:
Posting Number: AH01337

To apply, visit https://jobs.susqu.edu/postings/4584

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