Student and Program Support Specialist

Job description

Posting Details

Position Information

Job TitleStudent and Program Support SpecialistUnion LevelDepartmentBenerd School of EducationCampusStocktonPosting Number201301703PFull or Part TimeFull TimeNumber of Months12Work Schedule

Most work performed during standard business hours; however, some evening and weekend coverage, when assigned programs are on campus.

Position End DateOpen Date05/30/2019Close DateOpen Until FilledYesSpecial Instructions to Applicants

For first consideration please apply before June 13, 2019.

Position Summary Information

Primary Purpose

The position is responsible for providing direct support and specialized services to programs to ensure that Benerd School of Education students and program participants (1) complete their programs in a timely manner, (2) receive support in meeting their personal and professional goals/aspirations, and (3) feel cared for and supported during their educational journey.. The position is also responsible for an array of program support duties to (1) ensure efficient and effective coordination of administrative processes for external and partnership programs and (2) work with external partners in a collaborative way.

This position will be responsible for assisting and supporting current and new community engagement programs and/or academies related to partner degree programs and/or affiliates (e.g., Bay Area Teacher Training Institute) and the Tomorrow Project (e.g., Pacific Academia de Matemáticas, Reach for the Stars, Book Buddies, etc.). The position will also support other programs and initiatives in the school.

This position will be located in the new Student Success Hub (SSH) in Benerd and will report to the Manager of Student and Credential Services, with dotted line reporting to the Senior Associate Dean.

Essential Functions

1. Student Support Services
•Serves as a first-stop source of assistance for students.
•Troubleshoot with students on general student services issues (e.g., holds).
•Work with students to submit graduation applications (proactively draft them for cohorted programs).
•Work with students in submitting petitions for graduation.
•Submit programs of study for students, under direction of faculty program leads.
•Utilize constituent relationship management (CRM) system to track interactions with students and proactively manage processes.

2. Enrollment Pipeline/Student Success
•Coordinate admission processing, in collaboration with Graduate School.
•After admission, proactively ensure new students are registered for courses as they enter programs and work with students to troubleshoot any problems.

3. School/Partner Relations
•Manage the process for timely issuing of and renewing of Memoranda of Understanding (MOAs) with school districts and other partners.

4. Program Administration
•Work with Program Leads on course/room scheduling, book orders, and other logistics.
•Coordinate new student orientation logistics.
•Manage logistics for on-campus residencies.
•Input course sections into Banner.
•Prepare detailed registration instructions each term for cohorted programs.
•Schedule and/or arrange meetings, travel, lodging for campus visits (e.g., Tomorrow Project and external programs), to include ensuring that reimbursements are documented and processed in a timely manner.
•Create and maintain data files and databases (i.e., course scheduling, student registration, student progression, etc.).
•Prepare, maintain, and track academic and/or operational records, verifying information, reconciling to Banner and resolving academic and/or operational issues.
•Coordinate special events and meetings for various programs/initiatives in the school.
•Support programs, school, and college in other duties, as needed and/or assigned.

Minimum Qualifications

•Three (3) or more years of customer service experience.
•Demonstrated customer service skills, in providing warmth, empathy, and responsiveness.
•Demonstrated experience working to improve processes to help serve customers more effectively.
•Technical skills to manage electronic records, learn various university systems, and engage in extensive use of MS Office.
•Strong problem solving skills.
•Strong written and oral communication skills.

Preferred Qualifications

•Experience with Banner, Argos, OnBase, Salesforce, and other university systems.
•Experience with Pacific’s systems, processes, and policies.

Physical Requirements

The physical demands described here are representative but not definitive of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requires extended periods of sitting and repetitive hand/wrist motion while using computer keyboard and phone. Occasional standing, walking, climbing stairs, bending, stooping and reaching. Frequent verbal and written communication. Occasional lifting up to 25 pounds.

Work Environment/Work Week/Travel:
Most work performed during standard business hours; however, some evening and weekend coverage, when assigned programs are on campus.

Hiring RangeCommensurate with experience, non-exemptBackground Check Statement

Applicants who are selected as final possible candidates must pass a criminal background check.

AA/EEO Policy Statement

University of the Pacific is an affirmative action and equal opportunity employer dedicated to workforce diversity. In compliance with applicable law and its own policy, Pacific is committed to recruiting and retaining a diverse faculty and staff and does not discriminate in its hiring of faculty and staff, or in the provision of its employment benefits to its faculty and staff on the basis of race, color, religion, national origin, ancestry, age, genetic information, sex/gender, marital status, military and veteran status, sexual orientation, medical condition, pregnancy, gender identity, gender expression, or mental or physical disability.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have three (3) or more years of customer service experience?
    • Yes
    • No
  2. * How did you first learn about this employment opportunity?
    • University of the Pacific Website
    • Craigslist
    • LinkedIn
    • Association of American Colleges and Universities (AAC&U)
    • Chronicle of HIgher Education
    • Diverse Issues in Higher Education
    • Higher Education Recruitment Consortium (HERC)
    • Higher Education Recruitment Consortium - Northern California (NorCal HERC)
    • Modesto Bee
    • Pacific Employee
    • Personal Referral
    • Professional or Association Listserv
    • Publication or website from a professional organization
    • Sacramento Bee
    • San Francisco Chronicle
    • Stockton Record
    • Agency Referral
    • Other Online Job Board
Applicant DocumentsRequired Documents
  1. Resume
  2. Cover Letter/Letter of Application
Optional Documents
  1. Other Document




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Job No:
Posted: 5/31/2019
Application Due: 7/16/2019
Work Type: