Student Services Support Coordinator - Stratford, Canada - University of Waterloo

University of Waterloo

Verified Company

Stratford, Canada

3 weeks ago

Posted by:

Sophia Lee

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Description

Overview:
The Student Services Support Coordinator is responsible for providing initial assistance and advice to students seeking academic guidance. The incumbent provides proactive, student-focused, and exceptional front-line academic service, in a variety of formats.

This position handles each interaction professionally, effectively, empathetically and in accordance with the University's values in regards to diversity, accessibility and inclusion.

Responsibilities:

Provides a comprehensive range of frontline student-centric support including, but not limited to the following:

Triage the nature and complexity of inquiries and determine action to be taken, advising stakeholders as appropriate;
Communicate decisions made by others or by policy, including denials;
Deliver immediate support to students in distress; follow up with appropriate referrals;
Ensure that all information posted or available for distribution to students is uptodate;
Explains processes and monitors timelines for instructors e.g. records, illness, grade submissions, Odyssey, Crowdmark etc;
Informs the Academic Administrative Supervisor regularly and frequently of activities and developments within their jurisdiction.
Consults regularly and frequently with the Academic Administrative Supervisor on matters pertaining to the curricular, engagement, and retention functions of the Stratford School and on matters of a sensitive nature

Leads, executes and monitors all scheduling activities

Manages course scheduling and classroom allocation for the Stratford School;
Monitors the Schedule of Classes, including reserve caps, course enrolments, classroom size vs enrollment total, course time conflicts; solves problems and recommends solutions;
Manages examination scheduling and proctoring, including Accessibility accommodations;
Coordinates grade submissions, grade revisions, and INC processes
Books and organizes meetings and special events related to advising e.g. advisor meetings, orientation lunch, Study Abroad sessions, onboarding events, exchange events, Coop information sessions

Provides organizational and logístical support for the GBDA Internship and Co-op recruitment cycles at the Stratford School

Administers and communicates/supports the processes, procedures and programs led by CECA and WatPD Office in order to facilitate the hiring of GBDA students/graduates;
Collaborates with the appropriate CECA representatives to ensure a smooth interview experience for both students and employers, identifying and troubleshooting issues as they arise;
Promotes student/employer communication at the Stratford School for the duration of the matching process and interview weeks;
Manages appropriate interview space at the Stratford School and oversees required setup;
Hosts employers at the Stratford School when appropriate

Supports the administrative responsibilities of the GBDA study abroad program

Provides support to the Associate Director, Undergraduate, in facilitating the GBDA study abroad program through duties that include, but are not limited too;
Planning information sessions and associated events;
Circulating information provided by the Student Success Office, and applicable partners

Qualifications:

Undergraduate degree or combination of equivalent education and experience
Administrative experience in an academic setting is preferred
12 years of experience a frontline customer service facing role
Client Service
Ability to respond to customer needs in a timely, professional, helpful and courteous manner regardless of customer attitude
Ability to meet and communicate service standards, and track client satisfaction
Ability to deliver denial messages to customers on a regular basis
Ability to provide crisis support to customers
Teamwork and Relationship Building
Resolve conflict actively and constructively, engaging in difficult conversations to find collaborative solutions
Excellent human relation skills including the ability to develop and maintain constructive relationships with individuals in academic positions
Communication
Proven businessappropriate oral and written communications skills
Use multiple channels or means to communicate important messages (e.g., memos, newsletters, meetings, electronic mail)
Maintains confidentiality and demonstrates a sensitivity to diversity

Managing Change

Able to adapt to change and champion change efforts
Demonstrated ability to foresee impact of change and determine what adjustments may be necessary
Demonstrated ability to use technological solutions to improve processes and communication
Problem Solving
Able to approach a complex task by breaking it down into component parts, and to use technology to assist breakdown and tracking
Demonstrated creative and critical thinking skills to explore, make connections, and discover knowledge
Welldeveloped analytic and research skills
Planning and Organization