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STUDENT SUPPORT SPECIALIST I

Employer
University of Missouri - Columbia
Location
UM System - Columbia

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Administrative Jobs
Institutional & Business Affairs, Clerical & Administrative Support
Employment Type
Full Time
Institution Type
Four-Year Institution
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Job Details

Job Title: STUDENT SUPPORT SPECIALIST I
Location: UM System - Columbia
Full/Part Time: Full-Time
Job ID: 38479
Hiring Department

Office of eLearning

Job Description

The University of Missouri System (UM System) consists of system administration and four universities: The University of Missouri-Columbia, the University of Missouri-Kansas City, the Missouri University of Science and Technology, the University of Missouri-St. Louis, and all of their component parts, including MU Health, MU Extension and UM Engagement. It has a unique mission to advance the opportunities for success and well-being for Missouri, the nation, and the world through transformative teaching, research, innovation, engagement, and inclusion.

Missouri Online | UM System Office of eLearning supports each of the four universities in providing vision and leadership regarding excellence, quality, and scale in academic program services for online and digital education. Through the provision of these services and led by world-class faculty and staff, the Office of eLearning strives to deliver high-quality, interactive, convenient, and engaging learning experiences for a globally diverse student body.

This position is responsible for providing front-line support for eLearning online students from 300+ academic programs throughout four campuses. Responsible for responding to phone and email inquiries, proactive student outreaches, processing admissions transactions, coordinating incomplete and awarded grades, and other key services supporting online courses.

Responsibilities

    Provide customer service and problem-solving for students associated with our four campus partners either taking online courses or engaged in academic technology in their courses in other formats. Provide direct, student-facing support to routine and non-routine inquiries via phone, email, and chat.
      Provide professional, collegial, and inclusive dialogue to create effective solutions in a timely manner. May escalate complex issues to supervisor and/or collaborate with admissions, financial aid, and other partners to find solutions.Maintain documentation and process tickets to ensure accurate tracking of issues and resolutions.Use of good judgment, excellent written and verbal communication skills, computer skills, and continual independent learning of related policies and processes to ensure and maintain professional knowledge and provide sound, credible advice.
    Provide intake coaching to inquiries reaching out to the Missouri Online primary phone, email, and chat contacts.Assist students in online proctoring policies, practices, and other related support needs.Provide focused support to students and instructors around MU’s online self-paced courses, including:
      helping students understand course policies and completion expectationsassist students in developing detailed course completion plansassist students in using and navigating the self-paced platform
    Conduct outgoing call campaigns to support students at different points in their academic careers.

As with all positions, involvement with other duties and responsibilities may be expected in order to support the mission and purpose of the University of Missouri System.

Salary

Salary ranges from $14.85- $15.00 per hour

Minimum Qualifications

A high school diploma or an equivalent combination of education and experience and at least 1 year of experience from which comparable knowledge, skills and abilities can be acquired is necessary

Preferred Qualifications

An Associate’s degree and experience demonstrating knowledge of student enrollment and call center experience helpful.

Demonstrated experience with providing exceptional verbal and written communication to a variety of customers, problem-solving skills, attention to detail, accuracy, and ability to follow through independently.

Benefit Eligibility

This position is eligible for University benefits. The University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, and educational fee discounts. For additional information on University benefits, please visit the Faculty & Staff Benefits website at http://www.umsystem.edu/totalrewards/benefits

Diversity Commitment

The University of Missouri is fully committed to achieving the goal of a diverse and inclusive academic community of faculty, staff and students. We seek individuals who are committed to this goal and our core campus values of respect, responsibility, discovery and excellence.

Equal Employment Opportunity

Equal Opportunity is and shall be provided for all employees and applicants for employment on the basis of their demonstrated ability and competence without unlawful discrimination on the basis of their race, color, national origin, ancestry, religion, sex, pregnancy, sexual orientation, gender identity, gender expression, age, disability, protected veteran status, or any other status protected by applicable state or federal law. This policy shall not be interpreted in such a manner as to violate the legal rights of religious organizations or the recruiting rights of military organizations associated with the Armed Forces or the Department of Homeland Security of the United States of America. For more information, call the Vice Chancellor of Human Resource Services/Affirmative Action officer at 573-882-4256.

To request ADA accommodations, please call the Disability Inclusion and ADA Compliance Manager at 573-884-7278.

EEO IS THE LAW

To read more about Equal Employment Opportunity (EEO) please use the following links:

Organization

Working at University of Missouri - Columbia

The University of Missouri was founded in 1839 in Columbia, Mo., as the first public university west of the Mississippi River and the first state university in Thomas Jefferson's Louisiana Purchase territory. Today, MU is a $2.1 billion enterprise and an important investment for the state and nation.

MU provides all the benefits of two universities in one: It's a major land-grant institution with a statewide mission of service to citizens and Missouri's largest public research university. Considered one of the nation's top-tier institutions, Mizzou is the flagship campus of the four-campus University of Missouri System. It is one of only 34 public universities, and the only public institution in Missouri, to be selected for membership in the Association of American Universities.

The state’s most comprehensive university, MU offers more than 300 degree programs through 19 colleges and schools and is one of only five universities nationwide with law, medicine, veterinary medicine and a nuclear research reactor on one campus.

Mizzou has a diverse enrollment with 35,000 students from every county in Missouri, every state in the nation and 120 countries. The favorite classroom for the best and brightest, Mizzou attracts more valedictorians, Curators Scholars and Bright Flight Scholars than any other college or university in Missouri. Twenty-six percent of MU freshmen come from the top 10 percent of their high school classes.

MU’s nationally prominent faculty bring discoveries into the classroom, publish more than 1,600 books and scholarly articles each year and spend about $235 million annually on scientific research; they account for 70 percent of the research dollars flowing to Missouri public universities. Ninety-two percent of full-time, ranked faculty hold doctorates or the highest degree in their field.

MU students are uniquely prepared for success in life as global citizens. For example, Mizzou is nationally known for its campus writing program, learning communities and first-year experiences. The National Science Foundation has recognized MU as one of the top-10 universities in the country for undergraduate research opportunities. In fact, experiential learning is an essential part of an MU degree. Real-world media experience, or the Missouri Method, in journalism and a problem-based curriculum in medicine are two examples. Students also participate in Missouri’s largest study abroad program and contribute 180,000 hours of community service each year.

Mizzou graduates more than 8,000 students annually, granting 25 percent of all bachelor's degrees, 23 percent of master’s degrees and sixty-five percent of all doctoral degrees earned at Missouri's public universities. Roughly one in three degrees are in math, engineering, information technology, health and other science fields.

Designated a botanic garden, MU’s 1,262-acre main campus features more than 42,000 plants and trees and is an important outdoor laboratory for 10 academic programs. Many university buildings are listed on the National Register of Historic Places.

Popular media consistently call Columbia, Mo., one of America’s best places to live because of its excellent quality of life. Mizzou is by far the largest employer in the area with more than 13,000 full-time employees.

Citizens across the state connect with Mizzou by participating in Extension programs in every county, visiting MU Health Care specialists, competing in state competitions in MU facilities and cheering on the Missouri Tigers at athletic events. A member of the Southeastern Conference, Mizzou's NCAA Division I athletic program has 20 sports, many ranked in the top 25 nationally.

Careers at Mizzou

You've come to the right place to find your new career or to make the leap to the next level. Whether you are just starting out or a seasoned professional in your field, and no matter what kind of job you are looking for, chances are that we have the right opportunity for you.

Why? Because Mizzou is not just a world-renowned educational and research institution, The University of Missouri is also one of the biggest, most versatile employers in Columbia, MO. And we don't just have first-rate faculty and students, we have first-rate staff too! Whether you are a finance professional, a plumber, a research scientist, a preschool teacher, a food services worker, a custodian, a graphic designer, or a swimming coach, working at MU means you know you are a part of something big — you're making a difference in the world.

We have it all: challenging and engaging work, a wide variety of jobs to fit your career goals, great benefits, career development and training, work-life fit, beautiful surroundings, a rich tradition and history, a sense of community and belonging, and a proven commitment to diversity in the workplace.

Here are some resources to familiarize yourself with Columbia, Mo., if you are relocating to the area:

Company info
Website
Telephone
5738822431
Location
201 Jesse Hall
Columbia
Missouri
65211
US
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