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Student Support Specialist I

Employer
Susquehanna University
Location
Selinsgrove

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Job Details



Student Support Specialist I

About Susquehanna:
As a living, learning and working community, Susquehanna University affirms its commitment to being an engaged, culturally inclusive campus. As we seek to embody the rich diversity of the human community, we commit ourselves to the full participation of persons who represent the breadth of human difference. The university encourages candidates from historically underrepresented groups to apply. Susquehanna University is an Equal Opportunity Employer.

Susquehanna University is a national liberal arts college committed to excellence in educating students for productive, creative and reflective lives of achievement, leadership and service in a diverse, dynamic and interdependent world. Its more than 2,300 undergraduates come from 35 states and 22 countries, and all students study away through Susquehanna’s unique Global Opportunities program. Susquehanna University’s 325 acre campus, noted for its beauty, is located in Selinsgrove, Pennsylvania, 50 miles north of Harrisburg in the scenic Susquehanna River Valley, about a three hour drive from Philadelphia, Washington, D.C., and New York City. For more information, please visit https://www.susqu.edu.

Position Summary:
Job Summary The Student Support Specialist I will be part of a team that provides student-centric support and assistance ensuring a positive, professional experience for all students in pursuit of their academic goals and achievements. The Student Support Specialists are expected to be adaptable, flexible, versatile, understanding, calm and caring while exhibiting elevated competency to navigate and utilize Susquehanna's Student Information Systems. This position requires attention to detail in a fast-paced, ever-changing environment and will deliver high-quality, student-centered advice and support through multiple modalities (email, in-person, and phone). Specific Responsibilities
  • Provide exceptional customer service to all Susquehanna University constituents including students, internal staff and faculty, external stakeholders, parents, and all parties in contact with the university.
  • Provide general information to solve issues related to financial aid, registration, Global Programs and student accounts.
  • Execute ongoing communication with students, parents, and staff while maintaining a high-level customer satisfaction in all digital modalities, including via email and phone.
  • Counsel, advise, investigate, problem-solve, and resolve issues from current and former students, parents, faculty, staff, sponsors and other third parties.
  • Escalate issues to Student Support Specialist II as needed.
  • Identify potential inefficiencies to promote operational excellence and coordinate process improvements of service to students and the university community
  • Participate in professional development and training opportunities to stay abreast of institutional, federal, and other regulations.

    Required Qualifications:
    Knowledge, Skills, AbilitiesSkilled at written and verbal communication in order to convey information effectively and as appropriate for the needs of the audience; Ability to build relationships across departments; Knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction; Knowledge of English language including meaning and spelling of words, rules of composition and grammar; Skilled at active listening in order to give full attention to what other people are saying, taking time to understand the points being made, asking questions appropriately, and not interrupting at inappropriate times; Ability to manage the demands of simultaneous tasks and shift project focus while ensuring successful and timely completion of duties; Demonstrated technical skills utilizing a range of information databases.

    Education High school degree or equivalent required. Bachelor’s degree preferred. ExperienceTwo years of customer service experience required. Experience working in a university setting, particularly student services, preferred. 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:
    EducationBachelor’s degree preferred. ExperienceExperience working in a university setting, particularly student services, preferred.

    Special Instructions to the Applicant:


    Benefits Eligible: Yes
    Number of Months: 12 months
    Other Number of Months:
    Full-Time/Part-Time:
    Work Schedule/Hours per Week:
    Posting Date: 07/12/2021
    Closing Date:
    Open Until Filled: No
    Anticipated Start Date:
    Posting Number: AH00761

    To apply, visit https://jobs.susqu.edu/postings/2376

  • Organization

    Susquehanna University is a national liberal arts college committed to excellence in educating undergraduate students for productive, creative and reflective lives of achievement, leadership and service in a diverse and interconnected world. Academic excellence, study away and service learning, student-faculty collaboration, and rich opportunities for creative and personal growth are hallmarks of a Susquehanna University education. About 2,200 undergraduates come from 32 states and 15 countries.

    The university is located in Selinsgrove, Pa., a town of about 5,000 situated on the banks of the Susquehanna River, 50 miles north of the state capital, Harrisburg. The campus is about 90 minutes from the Pocono Mountain recreational areas, and about a three-hour drive from New York City, Philadelphia, Baltimore and Washington, D.C.

    Founded in 1858 by Lutherans, Susquehanna University welcomes individuals of all backgrounds and beliefs. It is a community that expresses its Lutheran heritage through the free and open exploration of ideas, commitment to service and development of individual talents.

    Students may enroll in one of two schools: the School of Arts and Sciences or the Sigmund Weis School of Business. A Susquehanna education is distinguished by a strong liberal arts program enhanced by equally strong professional programs in areas such as business, education and communications. Degrees are offered for the Bachelor of Arts, Bachelor of Music and Bachelor of Science.

    Susquehanna University is recognized in several guidebooks to selective colleges, including The Fiske Guide to Colleges and Peterson's Competitive Colleges. U.S. News & World Report’s America's Best Colleges includes Susquehanna among National Liberal Arts Colleges. Susquehanna is small enough to be academically flexible, yet large enough to offer a wide variety of choices—more than 50 major emphases, 45 minors and 850 courses. Susquehanna offers a challenging Honors Program for exceptional students and emphasizes experience-based learning, including internships, study-abroad semesters and award-winning community service programs.

    Small classes and a student-faculty ratio of about 13 to 1 offer students personal attention and challenging opportunities. Student participation and team learning are encouraged, as is faculty-student research that exposes students to current, practical applications in their field of study. Students are offered extensive opportunities for involvement and leadership in university life. They can choose from more than 100 student organizations, 23 intercollegiate sports, numerous intramural and club sports and a full schedule of lectures, concerts, films, plays and social events.

    Susquehanna's strong academic and career advising programs have led to strong post-graduation success. Typically, 94 percent of the graduating class is working full time or enrolled in graduate or professional school within six months.

    Diversity Profile: Susquehanna University

    Diversity Matters at Susquehanna. Through our commitment to academic excellence, in which diversity is a core element, we affirm the dignity and worth of all persons and strive to ensure that all in our community feel supported in their differences. Current and emerging research underscore the positive educational benefits that manifest in a diverse living and learning community.

    As an institution of higher learning, we understand that we will be judged increasingly by how well we prepare our students to succeed in a smaller, flatter and increasingly diverse world. We intentionally seek to create opportunities for understanding the ways that power and privilege influence individual and collective behavior and systems, and to use that knowledge to guide us productively inside the classroom and beyond.

    Affirmative Action - Susquehanna University is committed to making every effort to enhance the diversity of our community – students, faculty, and staff. The hiring process is important to achieving our strategic goals to recruit and retain staff from diverse backgrounds. Through the affirmative action process, we work together to ensure a diverse community while remaining diligent in our commitment to selecting the most qualified candidate for open positions.

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    Diversity Matters at Susquehanna. Through our commitment to academic excellence, in which diversity is a core element, we affirm the dignity and worth of all persons and strive to ensure that all in our community feel supported in their differences. Current and emerging research underscore the positive educational benefits that manifest in a diverse living and learning community.

    As an institution of higher learning, we understand that we will be judged increasingly by how well we prepare our students to succeed in a smaller, flatter and increasingly diverse world. We intentionally seek to create opportunities for understanding the ways that power and privilege influence individual and collective behavior and systems, and to use that knowledge to guide us productively inside the classroom and beyond.

    In the classroom, on the campus and beyond

    We use experiential learning to engage students in a multicultural education that prepares them for life in a diverse and interconnected world. Our new Central Curriculum, taught by a diverse faculty with different viewpoints and experiences, challenges students in their ways of perceiving and knowing the world. The unique Global Opportunities (GO) requirement prompts students to experience ways of knowing and being that are unfamiliar, and to reflect on those experiences. In the process, we expect that all students will examine their world view and how it is constructed.

    A diverse and vibrant campus community fosters relationships marked by mutual curiosity and respect. Students, faculty and staff are supported in these relationships by the Chief Diversity Officer, Center for Diversity and Social Justice, Center for Civic Engagement, Office of Residence Life, and the Bias Response and Education Team.

    The university also understands its physical and emotional connection to residents of the Susquehanna River Valley. Arts and educational events open to the community create possibilities for healthy dialogue regarding difference. Relationships built through interaction and dialogue with the greater Selinsgrove community serve to broaden and enhance the community in which we live and learn.

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