Student Service Center Coordinator, Enrollment Management - School of Medicine
Wayne State University is searching for an experienced Student Service Center Coordinator, Enrollment Management - School of Medicine at its Detroit campus location.
Wayne State is a premier, public, urban research university located in the heart of Detroit, Michigan where students from all backgrounds are offered a rich, high-quality education. Our deep-rooted commitment to excellence, collaboration, integrity, diversity and inclusion creates exceptional educational opportunities which prepare students for success in a global society.
Essential functions (job duties):
Position Purpose:
The Student Service Center is the first stop for students as they engage with the Offices of Financial Aid, Records and Registrar and Undergraduate Admissions. This position supports the University’s goal of offering a student centered approach to helping incoming and continuing students navigate these offices. Reports to Director, Student Service Center.
Essential Functions:
Select, train, and supervise Student Service Center front desk Student Assistants and Work Study staff. Partner with Director and other key staff in coordinating Student Service Center schedule to ensure adequate coverage at peak times.
Coordinate and participate in outreach events including calling campaigns, mailings, and on-campus programs including Student Service Center Express, University Orientation, Orientation II, etc. Coordinate outgoing calling campaigns with other Enrollment Management units.
Serve as a point of contact for defined market segments by providing excellent customer service through clear written and verbal communications. Assist students, parents, and others in the community by providing instructions and information, clarifying outstanding requirements, and assisting students with building relationships with other campus personnel. Lead in a student-focused customer forward philosophy. Triage student needs across each service platform to ensure students are being placed on the most meaningful paths.
Collaborate with key stakeholders, share the basic functions of the Student Service Center office, and find ways to become more collaborative to support students utilizing shared data and best practices.
Create and maintain reports and databases to document performance and provide statistical analysis of outcomes in comparison to divisional goals for increasing efficiency and quality of service as well as monitoring cost benefits and effectiveness of activities performed. Utilize data to identify trends and behavioral drivers, develop growth strategies, forecast performance goals, and analyze results to inform outreach activities. Provide updates and report analysis to Enrollment Management senior leadership
Collaborate with other Enrollment Management units to coordinate the implementation and evaluation of communications, outreach, registration, and graduation activities. Adapt work to model best and promising practices across this “one-stop” philosophy for student services.
Perform other related duties as assigned.
Unique duties:
Clear verbal and written communication abilities, with effective interpersonal and customer service skills. Comfortable in communicating with prospective students, parents, school administrators, and counselors in person and via telephone and email. Effective public speaker with informative and persuasive speaking skills. Demonstrated ability to create outreach messages that help achieve yield goals. Ability to compare, contrast and quality check work with a keen attention to detail. Strong analytical skills including critical thinking and problem-solving skills. Proficient with standard office tools (word processing, spreadsheet, presentation software). Able to research relevant materials using online search tools, and database management systems. Able to effectively manage multiple priorities to accomplish required productivity goals. Capable of using Customer Relationship Management (CRM) to maintain documentation of outreach activities and results. Capable of identifying and collaborating with key university stakeholders, providing initial communication of relevant issues to the team, then monitoring progress of further development. Demonstrated ability to work as an integral member of a goal-oriented, data-driven enrollment management team. Proficient in using technology to develop, implement, track and analyze programs designed to maximize outreach efforts using student information systems (ex: Banner, Cherwell), CRM functionality, and other tools as necessary. Extensive working knowledge of up-to-date Admissions, Financial Aid, Student Accounts, and Records and Registration processes.
Qualifications:
Education:
Bachelor’s degree in communications, business administration, technology, social sciences, or related field. An equivalent combination of education and experience may be accepted.
Experience:
Minimum 3-5 years' experience in higher education in relevant areas: student affairs, enrollment services, academic advising, supervision experience; or similar experience in customer relationship development and management.
Knowledge, Skills and Abilities:
Clear verbal and written communication abilities, with effective interpersonal and customer service skills. Comfortable in communicating with prospective students, parents, school administrators, and counselors in person and via telephone and email. Effective public speaker with informative and persuasive speaking skills. Demonstrated ability to create outreach messages that help achieve yield goals.
Ability to compare, contrast and quality check work with a keen attention to detail. Strong analytical skills including critical thinking and problem solving skills. Proficient with standard office tools (word processing, spreadsheet, presentation software). Able to research relevant materials using online search tools, and database management systems.
Able to effectively manage multiple priorities to accomplish required productivity goals. Capable of using Customer Reltionship Management to maintain documentation of outreach activities and results.
Capable of identifying and collaborating with key university stakeholders, providing initial communication of relevant issues to team, then monitoring progress of further development. Demonstrated ability to work as an integral member of a goal-oriented, data-driven enrollment management team.
Emphasize activities that lead to effective results focused on established goals in market segments to meet University enrollment and retention goals. Use data-driven decision making model to assess effectiveness, analyze results, and shape future projects. Seek out additional opportunities for the outreach program and its partners that may deliver further results.
Proficient in using technology to develop, implement, track and analyze programs designed to maximize outreach efforts using student information systems (Banner, Cherwell), Customer Relationship Management functionality and other tools as necessary. Demonstrated ability to aggregate and analyze data to evaluate outcomes towards set performance goals. Experience with database query and table design.
Extensive working knowledge of up-to-date Admissions, Financial Aid, Student Accounts, and Records and Registration processes.
Preferred qualifications:
School/College/Division:
H06 - School of Medicine
Primary department:
H0671
Employment type:
- Regular Employee
- Job type: Full Time
- Job category: Staff/Administrative
Funding/salary information:
- Compensation type: Annual Salary
- Hourly rate:
- Salary minimum: $46,824.00
- Salary hire maximum: $56,183.00
Working conditions:
Position requires incumbent to work independently, without supervision, on nights and weekends. 8:30 a.m. - 5:00 p.m. In Person Required (no remote)
Job openings:
- Number of openings: 1
- Reposted position: No
- Reposted reason: None (New Requisition)
- Prior posting/requisition number:
Background check requirements:
University policy requires certain persons who are offered employment to undergo a background check, including a criminal history check, before starting work. If you are offered employment, the university will inform you if a background check is required.
