Student Services Team Coordinator

University of Kansas, United States

Updated: about 4 hours ago
Location: Lawrence, KANSAS

30375BR

Enrollment Mgmt Services


Position Overview

The Enrollment Management Student Service Center (EMSS) reports to the Vice Provost for Enrollment Management which includes the following functional units: Office of Undergraduate Admissions, Office of Graduate Admissions, Financial Aid and Scholarships, Student Information Systems and the Office of the University Registrar.

EMSS plays a key role in the University’s recruitment, retention and graduation efforts by consolidating services within Enrollment Management for continuing students and serving as a referral agent to other units as needed.  The goal of the unit is to not only provide accurate, friendly and consistent service to students, but to also proactively identify methods to enhance the student experience at the University by decreasing bureaucracy, reducing student bounce and increasing student time to enable focus on academic endeavors.

The Student Services Team Coordinator plays a critical role in achieving the goals and objectives of Enrollment Management by assisting in the development of systems, strategies, structures, and staffing designed to enhance the user experience and facilitate students’ transition into, through, and out of the university. To meet these goals, this position:

  • Coaches the Enrollment Management Student Services team in accordance with established EM service values and service standards.
  • Provides useful, reliable, and convenient service in response to incoming inquiries of Enrollment Management offices.
  • Assists students in navigating the complex systems at the University in order to achieve academic success, both directly and indirectly by provision of service and via forwarding recommendations for process improvements to senior leadership.

Job Description

55% - Team Coordination/Leadership

  • Provides oversight of student services staff as needed to meet the communication needs as established in conjunction with supervisor.
  • Works with departmental staff as designated to provide any identified training for staff.
  • Using system reports, evaluates service on a routine basis to ensure the highest levels of customer service and accuracy are maintained, providing feedback to staff as needed.
  • Monitors TDX ticketing application, AI powered Chatbot, and Anywhere 365 phone queues to ensure appropriate coverage and achievement of established service expectations and cycle times.
  • Assists in creating schedules for staff coverage ensuring that sufficient coverage is provided to ensure service expectations are met at all times.
  • Under direction from supervisor, interprets policy and procedures for office staff to use in service delivery.
  • Communicates effectively with other University personnel, including following up with faculty, staff and other stakeholders as applicable.
  • First point of contact as resource lead for all student services staff, assists with researching questions and responds in a supportive and coaching manner.
  • Assists with providing training in conjunction with supervisor for all new team members and ongoing training throughout the year.
    • 40% - Student and Parent Service                                            
  • First point of contact for any escalated service complaints and completes service recovery as possible within the policies and procedures of the University and the unit.
  • Assists with customer service as needed to ensure service delivery expectations are met via email, walk-in and phones.
  • Responsible for identifying staff in units that can take calls and/or emails as needed using professional judgment in forwarding immediately versus following normal protocols.
  • Exhibits knowledge of important federal, state, and institutional deadlines and provides reminders to students as appropriate.
  • Maintains knowledge of applicable policies and procedures for tasks within Enrollment Management departments and academic & business units.
    • 5% -Other duties as assigned by supervisor.

    Required Qualifications

  • High school diploma or GED equivalency and four years of office experience or four years of post-secondary education
  • Two years customer service experience or one year of full-time work experience in Higher Education
  • Excellent communication skills as evidenced by application materials

    • Preferred Qualifications

  • 1 year experience coordinating effective work teams and/or supervising staff
  • 1 year experience with student information systems (e.g., PeopleSoft, Slate, Perceptive Content)
  • Full time work experience at the University of Kansas
  • Familiarity with Admissions, Enrollment and/or Financial Aid processes, procedures as evidenced by application materials
  • Experience in hiring, scheduling and/or training staff as evidenced by application materials

    • Contact Information to Applicants

    Richelle Chaney
    rchaney@ku.edu
    785-864-5470


    Additional Candidate Instruction

    In addition to the online application, the following documents are required to be considered for this position:

  • Cover letter describing how you meet the required and preferred qualifications
  • Resume
  • List of three (3) professional references
    • Only complete applications will be considered.

    Application deadline is Sunday, May 4th, 2025. For consideration, please apply no later than Saturday, May 3rd, 2025. 


    Advertised Salary Range

    Starting at $42,000


    Application Review Begins

    04-May-2025


    Anticipated Start Date

    26-May-2025


    Primary Campus

    University of Kansas Lawrence Campus


    Employee Class

    U-Unclassified Professional Staff


    Job Family

    Administrative Support-KUL


    Work Location Assignment

    Hybrid


    Disclaimer

    The University of Kansas prohibits discrimination on the basis of race, color, ethnicity, religion, sex, national origin, age, ancestry, disability, status as a veteran, sexual orientation, marital status, parental status, gender identity, gender expression, and genetic information in the university's programs and activities. Retaliation is also prohibited by university policy. The following person has been designated to handle inquiries regarding the nondiscrimination policies and is the Title IX coordinator for all KU and KUMC campuses: Associate Vice Chancellor for Civil Rights and Title IX, civilrights@ku.edu, Room 1082, Dole Human Development Center, 1000 Sunnyside Avenue, Lawrence, KS 66045, 785-864-6414, 711 TTY.


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