Stanford Continuing Studies
Job Grade: 1A3
The Student Services Assistant (SSA) will provide customer service to Continuing Studies students and serve as the first point of contact for most student related affairs. The individual in this position will serve as the public face of the Program, representing us to approximately 12,000 students annually. The SSA will be part of the Student Services Team, which includes the Registrar, Associate Registrar, Student Services Manager, and Associate Director. The Student Services Assistant reports to the Associate Director.
Required Knowledge and Skills
Strong people skills and ability to assess and resolve customer needs;
Demonstrated ability to prioritize and execute multiple projects at once, work independently with minimal supervision, and work collaboratively with professional colleagues;
Ability to identify procedural problems and to recommend solutions to such problems;
Understanding of, and sensitivity to, a diverse population of Stanford students, staff, faculty and other constituents;
Strong written and oral communication skills; accuracy in typing, proofreading and phone skills;
Strong computer skills with the ability to learn a new database system quickly.
Proficiency with Word, Excel, Google Documents, and SmartMart (preferred).
A four-year college degree or its equivalent is required.
At least one year of either student affairs or customer service experience is required.
General Duties & Responsibilities
Manage Continuing Studies front desk.
Answer main phone line and provide customer service to anyone who contacts Continuing Studies, and forward calls to appropriate staff.
Respond to all general Continuing Studies email and process requests accordingly, including but not limited to: course/instructor recommendations, waitlist inquiries, STAP balance requests, "forgot username/password," "unsubscribes," catalogue requests, mailing list updates, etc.
Become very familiar with course offerings and instructors in order to provide better customer service to students.
Maintain main line phone messages quarterly.
Assist with walk-in registrations.
Work evening hours during the first week of each quarter. Stay late to assist lost students/last minute registrations.
Send out email reminders to students enrolled in one- or two-day workshops.
Send out new student emails (three per quarter).
Handle the administrative processing of the Online Certificate Program applications; respond to all inquiries from potential applicants.
Email out all letters of acceptance, wait list, and denial for the Online Certificate Program.
Download daily enrollment reports for historical file, enter in Google document, distribute reports to staff, and fax report to bookstore.
Respond to all email bounces and contact student for correct address. Forward any paper registration email bounces to the registrars.
Handle all grade option change requests.
Keep front entrance organized and stocked with course catalogues.
Maintain and update front desk manual (also add these items to CSP wiki as needed).
Help recruit student workers and set up interview schedules.
Maintain and update all student-related Google documents, including but not limited to: grade report requests, attendance monitored courses, email updates for marketing manager, Online Writing Certificate applications, wifi requests, and enrollment batch reports.
Open all mailed course registrations, time stamp, and hand off to the registrar.
Keep track of attendance-monitored courses throughout the quarter. Recruit monitors at the beginning of each quarter. Email students who are not meeting minimum attendance requirement, keep in contact with monitors, and maintain attendance Google document for each course. Assist monitors with initial check-in.
Merge student records as duplicates are discovered.
Assist with mailing catalogues, when student workers are unavailable.
Responsibilities with Student Services Manager and other Staff
Act as a secondary point of contact, when the Student Services Manager is not available, for: the management of the waitlist; sending out surveys at the end of the quarter; managing student worker schedule.
Help Program & Planning Manager as needed to prepare for the launch of new courses on the website: double check the accuracy of course data in the database; check for formatting issues or other inconsistencies.
Assist Marketing Manager when email blasts are sent out. Help proofread email blasts and offer suggestions for additional information.
Monitor Continuing Studies letterhead and notify Marketing Manager when more is needed.
Communicate regularly with Technology Manager and offer suggestions for website and data base improvements.
Monitor website and notify Associate Director of any needed text updates.
Collect and submit weekly supply orders for all departments in the office. Monitor and keep general office and instructor supplies stocked.
Maintain and order general supplies for large office equipment (Xerox machines, Pitney Bowes machine, and fax machine).
Sort and distribute mail as needed. Sign for and distribute packages that arrive to the office as needed.
Attend weekly production meetings.
Other duties as assigned.
Stanford University - 2 years ago
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