"Coordinator, Student Support"

Provides proactive outreach and comprehensive services to new and current students within Youngstown State University's online programs. Promotes student satisfaction, supports retention, and assists with initial enrollment. Guides students through their educational journey, from inquiry to graduation, ensuring they stay on track with their academic goals.

Essential Functions and Responsibilities:

Ensures the day-to-day functionality of the assigned area's operations and services as related to any program, initiative, or objective. Coordinates daily tasks related to assigned components of a department's overall programs and/or services. Assists students each semester with services such as registration, program changes, tracking cohorts, transfer credits, and monitoring academic progress until they reach their academic goals. Assists new students with the enrollment process, helping them transition from prospective students to active enrollees, and provides initial academic advising to guide course selection for the first term. Acts as a liaison between students, the university, and key stakeholders, ensuring smooth communication and service delivery. Works closely with program coordinators to support their efforts in working with applicants and current students. Responds to student inquiries via email and phone within 24 business hours; provides accurate, up-to-date information about university policies and procedures. Actively supports registration and retention efforts, contributing to the university's goals of student success. Data management: Maintains term enrollment statistics and monitors student progress to identify areas where additional support may be needed. Partners with internal departments, academic units, and external stakeholders to ensure high-quality service and support for all online students.

Other Functions and Responsibilities:

Assists with training new hires. Performs other duties as assigned and/or required that are within the level of responsibility for this classification at the discretion of the supervisor.

Equipment Operated:

Computer and all other standard office equipment.

Work Schedule:

Typically, Monday through Friday.

Supervision Exercised:

May exercise supervision over student employees.

Reports to:

Director

Required Certifications, Training, and/or Licensures:

None

Knowledge, Skills, and Abilities:

Knowledge of: Microsoft Office Suite (e.g., Word, Excel, Outlook) and other relevant technology tools; University policies and procedures; office practices and procedures; online learning best practices; department/division goals and objectives; department/division policies and procedures; workplace safety practices and procedures; English grammar and spelling; records management; office management; project management. Skill in: Exhibiting strong organizational, interpersonal, and communication skills, with a demonstrated ability to provide high-quality, student-centered support; use of office equipment; typing, data entry; computer operation; use of computer software and other programs applicable to the assigned department/division; project management for the implementation of course innovation and development projects. Ability to: Collect data, establish facts, and draw valid conclusions; determine material and equipment needs; compile and prepare reports; use proper research methods to gather data; understand a variety of written and/or verbal communications; maintain records according to established procedures; effectively interact with personnel and public to answer routine questions; train or instruct others; move quickly and effectively from one tasks to another; work independently and in a team environment; develop and maintain effective working relationships. (*) Developed after employment.

Minimum Qualifications:

At least a bachelor's degree; one or more year(s) of experience in a student support services role within higher education or three years of experience in a customer service role with transferable skills relevant to student engagement and support.

Preferred Qualifications:

Master's degree. Prior experience in a higher education setting, especially within online education programs. Experience using a customer relationship management (CRM) system.