One Stop Coordinator

Location
Irvine, California
Posted
Mar 21, 2017
Institution Type
Four-Year Institution

POSITION SUMMARY: 

Entry Level position for the Online One Stop professional path. Phase I includes serving as the initial telephone and/or email gateway for Online One Stop services either by routing queries to appropriate online One Stop staff or providing general information related to online One Stop processes and policies. Phase Two consists of immersion into comprehensive One Stop Training program acquiring knowledge of overall One Stop Service requirements (financial aid, student accounts, registration, program evaluation, academic & administrative policy and procedures) including tutorials, coursework, supervised student contact sessions, direct support for One Stop and receptionist positions. Upon successful completion and evaluation will advance to Specialist I level. Performs other duties of Student Services as assigned

TYPE OF SUPERVISION RECEIVED:  General direction from the Online Assistant Director, One Stop Specialist.  While incumbent will provide information and make decisions, incumbent will conduct business using reflected authority following established policies and procedures.

POSITION DUTIES AND RESPONSIBILITIES:   

Essential functions:  100% of time

  • Email, chat, and telephone response and/or routing of inquiries & issues raised by online students   specifically related to financial aid, student accounts, registration, degree  program evaluation, articulation, academic policy and procedures, petition processes, graduation/degree conferral,  transcripting, and other records related questions
  • Immersion into One Stop training program
  • Serve as back-up for telephone/email response during training period;
  • Participate in supervised student contact sessions
  • Perform other duties as assigned

 

Previous Experience:  

Desired: 

  • 1+ years of experience in Direct Customer relations preferably in higher education service environment
  • 1+ years of experience working with enterprise software systems, telephonic systems, document imaging systems
  • Demonstrated experience in problem solving/problem resolution
  • Excellent oral, written, interpersonal and quantitative skills, demonstrating ability to communicate effectively with a diverse population, either online, via phone, or in person
  • Demonstrated experience working in a high volume active environment calling for independent, proactive thinking skills
  • Strong desire to be part of a very collaborative team centered environment which emphasizes creativity, out-of-the box thinking
  • Demonstrated understanding of higher education academic policy and procedure requirements
  • Demonstrated ability to maintain a supportive, calm service demeanor when dealing with upset or challenging students/clients
  • Demonstrated knowledge and experience in using an Office suite of products including email, Outlook, excel, powerpoint, etc
  • Experience in dealing with veterans/military related assistance guidelines      

Knowledge and Education: 

  • Associate’s degree or equivalent; bachelors degree desired