Job location: Offsite

Employment Type: Full-time
Posted data: 2019-03-25
Req: R06806
Dissertation Support Representatives are responsible for handling case assignments relating to dissertation and doctoral capstone processes using Customer Relations Management and Campus Solutions in People Soft as well as a variety of reports. The work also requires data entry, record management, workflow management, and frequent email communication with faculty mentors and reviewers. Much of the work of Doctoral Support Representatives follows proscribed practices. However, the array and complexity of these responsibilities and the vital importance of this work to learner success in dissertation and doctoral capstone demands careful attention to detail, problem solving skills, strong critical thinking and prioritization skills, an ability to navigate and move between multiple systems

Essential Duties

• Doctoral Review Processing: Doctoral Support Representatives screen and process various review submissions in accordance with standard practices and school requirements. This includes screening to determine whether submissions are complete and ready for review, assignment of submissions for review, managing the reviewer workflow and queue, and processing review determinations. Doctoral Support Representatives monitor to ensure reviews are completed in accordance with standard service level agreements and notify the appropriate individuals of overdue reviews to ensure follow up. Doctoral Support Representatives also coordinate the administrative tasks associated with final milestone requirements and completion, including Dean’s review and publication
• Mentor & Committee Assignments/Changes: Doctoral Support Representatives process and communicate mentor and committee assignments and changes in accordance with standard practices and school requirements.
• Comprehensive Examination Processing: Doctoral Support Representatives are responsible for data entry and processing associated with comprehensive examination. This may include assigning faculty readers, documenting examination scores, and updating learner records
• Milestone Completion: Doctoral Support Representatives are responsible for releasing milestones in Campus Solutions and inputting milestone completion data to ensure documentation of learner milestone approvals within the dissertation and doctoral capstone process. This documentation is essential for monitoring learner progress
• Data Entry: Doctoral Support Representatives have primary responsibility for work involving data entry. This may include quality assurance activities such as correcting records as directed through audit projects. This may also include updates to learner records and academic plans
• Other duties as assigned

Job Skills

• Operational Skills – Ability to consistently adhere to practice with careful attention to detail while performing work efficiently. A strong record of case management as well as adherence to standard Service Levels. Able to move easily from one task to another and handle a high case load in a fast paced and sometimes stressful environment.
• Organizational Skills – Ability to manage a large volume of emails and cases while maintaining a high degree of accuracy and attention to detail; ability to prioritize and manage multiple complex tasks, activities, and timelines.
• Communication Skills – Ability to communicate with professionalism, engage in active listening and communicate with team members and others in a positive and effective manner; ability to manage conflicts and sensitive and confidential information.
• Interpersonal Skills – Ability to interact professionally, effectively and positively with various stakeholders; ability to form positive working relationships, foster effective team atmosphere, interact collaboratively with internal and external customers of varying capacities and backgrounds (e.g., staff, faculty, learners, etc.), and demonstrate high customer service orientation.
• Critical Thinking and Decision-making Skills – Ability to engage in problem solving and to critique, and escalate issues with appropriate judgment and discretion to ensure appropriate handling of a wide variety of cases.
• A good understanding of the unique aspects of an online university and its mission.
• Self-Motivated - Ability to function independently in a fast-paced, high intensity environment often driven by deadlines; ability to respond well to changes; ability to maintain motivation and work toward personal and team goals.
• Technical and Computer Skills – Advanced knowledge and skills in using software related to academic delivery model; proficiency with Microsoft office system; ability to evaluate and learn new computer software applications.

Work Experience

• Experience in utilizing Customer Relations Management and Campus Solutions in People Soft preferred.
• Strong process/detail orientation with problem-solving and communication skills.
• Commitment to efficiency and productivity while ensuring quality of work and data integrity

Education

• A BA or BS degree from an accredited institution is preferred. Three years post- baccalaureate experience in an academic environment or equivalent field may be substituted for the degree from an accredited institution

Certificates, licenses and registrations

Other

• Must be able to travel 0-10% of time.
• Must be able to lift 20lbs.
• Typical office setting.
• Mobility within the office including movement from floor to floor.
• Travel via plane, car, and metro may be required to perform this job.
• Must be able to work more than 40 hours per week when business needs warrant
• Access information using a computer.
• Effectively communicate, both up and down the management chain.
• Effectively cope with stressful situations
• Strong mental acuity
• Regular, dependable attendance and punctuality are essential functions of this job.
• Other essential functions and marginal job functions are subject to modification.

If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at humanresources@capella.edu