Student Support Specialist I

Job Description

Job Title: Student Support Specialist I

Department: Student Support Center

Reports to: Supervisor of Student Support Center

FLSA: Non-exempt

Hours: Monday and Wednesday 10:00 AM to 7:00 PM, Tuesday and Thursday 8:00 AM to 5:00 PM (CT) and Friday 10:00 AM to 5:00 PM (CT)

Location: Orange Beach, AL

Job Summary

Under the direction of a supervisor or assistant director; the Student Support Specialist I provides support services to the student population by the delivery of exceptional student service, encouraging students when applicable, and resolving student questions or concerns through the application of autonomous problem-solving authority.

Essential Job Tasks Additional Duties May Be Assigned.

• Provides exceptional service to students by answering general inquiries, exercising autonomous decision-making authority when appropriate, and guiding them to the appropriate department or representative when in need of additional support.
• Provides relevant support services to the student population delivered via e-mail, text, telephone, or online chat.
• Maintains consistent availability for inbound calls via the designated phone rotation and/or conducts proactive outreach to students regarding enrollment and degree intentions, in accordance with set university priorities and expectations.
• Enters detailed contact notes in the permanent student record for all communications.
• Provide student facing assistance to the Coordinators in Student Success and Retention, First Year Experience, Student Resolution and Conduct, and other student service areas as needed.
• Performs special projects and other duties, as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills, & Abilities

Knowledge

• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Academic Processes - Knowledge of university guidelines, course descriptions, and academic terminology.
• Computer - Knowledge of basic computer processes including word processing, web browsing, and Microsoft Office including Basic Microsoft Excel.
• Mathematics - Knowledge of basic mathematics.

• Critical Thinking - Uses logic and reasoning to look at different types of information in order to make conclusions and work through problems.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Research - Locates key facts and information in order to learn more about different types of information.
• Interpersonal Skills - communicates and interacts with people effectively while being aware of social perceptions.
• Time Management - Manages one’s own time to accomplish assigned tasks.
• Attention to Detail - Thoroughness and accuracy when accomplishing a task ensuring all aspects are reviewed.

• Written Expression - The ability to communicate information and ideas in writing so others will understand.
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences both in-person and over the phone.
• Oral Expression - The ability to communicate information and ideas in speaking so others will understand both in-person and over the phone.
• Selective Attention (Vigilance) - The ability to concentrate on a task over a period of time without being distracted.

• High School Diploma or equivalent required; Associate degree preferred.

• Office equipment including computers, telephones, and printers.
• Software used includes Microsoft Word, Excel, Outlook, Blackboard, and internal database software.
• Secure and reliable internet is required for this position.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The position is remote and should have an established office with secure and reliable internet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

When on campus, the work environment would be within a climate-controlled office setting mostly sedentary with frequent sitting, occasional walking and lifting, and frequent near vision use for reading and computer use. The noise level is generally moderate. This position requires working in an office setting with the use of fluorescent lighting. Candidates should be comfortable working in an environment with fluorescent lights, which may be present throughout the workspace.

Supervisory Responsibilities

There are no supervisory responsibilities for this position.

Pay Transparency Statement

In accordance with applicable state and local pay transparency laws, applicants who reside in a jurisdiction with designated pay transparency requirements and for whom this position is available on a remote basis may be entitled to receive additional information regarding the compensation range and benefits associated with this role. Such information will be provided upon request, as required by law. Please contact [email protected].