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The Coordinator of Student of Enrollment Services functions as a key member of a newly formed 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.
What You'll Do
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. (30%)
Develop and monitor reports as prescribed by EM leadership to monitor divisional service objectives. (20%)
Provide training, schedules, and 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 identify opportunities for training.
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. (10%)
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. (10%)
Assist in the development and maintenance of the Knowledge Base including adding or adjusting once approved, monitoring activity and keeping information up to date, providing faculty and staff with information and reports,(10%)
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. (10%)
Other duties as assigned. (10%)
Skills You Have
Exceptionally high attention to detail
Experience with a high paced, multi-faced office environment
Experience with Microsoft Office and/or Google applications
Associate’s degree and 5 years experience in a related field
Experience with student service and/or student systems-related functions (i.e. CRM Management, student call centers)
Must possess excellent interpersonal skills, ability to effectively train others, and ability to maintain high level of confidentiality
High level of comfort when presenting to groups for training or events; ability to represent UM-Dearborn for internal/external audiences
Demonstrated ability to work with diverse populations and a commitment to diversity and inclusion
Bachelor’s degree with three years of experience in a related field
Two to four years of full-time, professional experience working in higher education, admissions, registrar, financial aid, student accounts, or related field
Experience in Salesforce CRM and/or Banner
Familiarity with SQL and HTML
The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.