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Job Summary

The Coordinator of Student Enrollment Services functions as a key member of the University of Michigan-Dearborn One-Stop Student Services team serving in a first-tier training and support role to maximize accuracy and deliver an exceptional student experience at the University of Michigan-Dearborn. This role works under the general supervision of the Director of Enrollment Student Services and serves as a resource to others for resolution of complex student problems and issues. 

Responsibilities*

Support the activities that ensure outstanding and timely first-tier service of our students across our Salesforce CRM. Responsible for tracking data and communicating with stakeholders to ensure coordination and service level agreements across campus are completed in a timely fashion to enhance the student experience. Under the direction of the Director of Enrollment Student Services, assist in identifying improvements in the delivery of student services and developing both traditional and non-traditional service lines.Provide support to student workers and/or other staff in basic functions specific to their roles. Act as a liaison to EM and greater campus stakeholders to provide seamless service to students. Work collaboratively with EM and campus partners to offer support at events, ensure campus tour routes and scripts are updated, and represent One-Stop in presentations when needed. Support outreach efforts to prospective, new, and continuing students in order to remove barriers to recruitment, retention, and graduationOther duties as assigned. 

 

Key Additional Responsibilities at Intermediate Level: 

Serve as a secondary tester/analyst for Salesforce/Banner implementations and feature builds; assist with testing and management of student-facing pages as they relate to content display.Assist in training and presentation of training materials to new student ambassadors and full-time staff. Assist in presentations to campus partners, prospective students, new students/parents, and current students as the need arises. Serve as higher-tier support for escalated service issues. 

 

Key Additional Responsibilities at Senior Level: 

Work closely with One-Stop leadership, EM partners, and campus partners to identify areas for improvement in service delivery via robust training. Create, update, and maintain written training documentation for all processes related to University Student Services and practices; present processes to students and staff in a clear, procedural manner.Develop and monitor reports as prescribed by EM leadership to monitor divisional service objectives. Assist in the development and maintenance of system enhancements related to One-Stop service lines including case management, chatbot, website, etc. Assist in monitoring activity, keeping information current, and providing One-Stop leadership with information and reports as needed.Serve as top-tier support for escalated service issues.

 

Required Qualifications*

Minimum Qualifications at Entry Level:

Bachelor?s degreeExperience with student service and/or student systems-related functions (i.e. CRM Management, student call centers)Strong customer service background

Minimum Qualifications at Intermediate Level:

Bachelor?s degreeThree to five  years of full-time, professional experience working in higher education, admissions, registrar, financial aid, student accounts, or related fieldStrong customer service backgroundExperience in Salesforce CRM and/or Banner

 

Minimum Qualifications at Senior Level:

Bachelor?s degree Five to eight years of full-time, professional experience working in higher education, admissions, registrar, financial aid, student accounts, or related fieldThree years meeting Intermediate Level at UM-Dearborn or similar experience at another university One-StopStrong customer service backgroundExperience in Salesforce CRM and/or BannerDesired Qualifications*

Ability to work with diverse populationsDemonstrated excellent oral and written communication skillsExcellent organizational, prioritization, and attention to detail skill setsDemonstrated practical interpersonal skills and enthusiasm, as well as respect for individualsAbility to work effectively under pressure and handle multiple tasks simultaneouslyAbility to exercise sound judgment and maintain confidentialityAbility to manage customers with high expectationsDemonstrated experience working in a collaborative team-oriented office environmentDemonstrated ability to provide excellent customer serviceModes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.