Student Support Coordinator

JOB TITLE: STUDENT SUPPORT COORDINATOR DEPARTMENT: ADMISSIONS

SALARY RANGE: $45000 -$50000 FLSA: EXEMPT

IMMEDIATE SUPERVISOR: Director of Student Success - Admissions

SCHEDULE DETAILS: Fulltime (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.

Essential Job Duties

• 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 studentcentered 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.

Required Knowledge Skills & Abilities

• Bachelors 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.

Preferred Knowledge Skills & Abilities

• 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.

Working at Ozarks Technical Community College Provides Great Benefits

• 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 credit hours per fall and/or spring semester and six (6) college credit hours per summer term for employees and/or their dependents.
• College matches the employee PSRS/PEERS retirement at 14.5% or 6.86%

PHYSICAL DEMANDS AND WORKING ENVIRONMENT:(The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.)

Environment:Work is performed primarily in a standard office setting with frequent interruptions and distractions. Requires extended periods of time viewing computer monitor or standing; may require adjustment of schedule to include some evening and/or weekends; may encounter occasional exposure to inclement weather during travel.

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to lift carry push and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard.

***OZARKS TECHNICAL COMMUNITY COLLEGE RESERVES THE RIGHT TO MODIFY INTERPRET OR APPLY THIS JOB DESCRIPTION IN ANY WAY THE INSTITUTION DESIRES. THIS JOB DESCRIPTION IN NO WAY IMPLIES THAT THESE ARE THE ONLY DUTIES INCLUDING ESSENTIAL DUTIES TO BE PERFORMED BY THE EMPLOYEE OCCUPYING THIS POSITION. THIS JOB DESCRIPTION IS NOT AN EMPLOYMENT CONTRACT IMPLIED OR OTHERWISE. THE EMPLOYMENT RELATIONSHIP REMAINS AT-WILL. THE AFOREMENTIONED JOB REQUIREMENTS ARE SUBJECT TO CHANGE TO REASONABLY ACCOMMODATE QUALIFIED DISABLED INDIVIDUALS.