student-services-career-ladder.xlsx 1 3/2/20
Student Services Coordinator
Student Services Coordinator I
Student Services Coordinator II Student Services Coordinator Lead Student Services Supervisor
Grade:
17 19 21 25
Job Class Level
Entry level clerical support involving
customer service.
Fully proficient clerical support work
involving customer service.
Lead work involving customer service.
Advanced level customer service work.
Education (Minimum)
H.S. diploma or GED H.S. diploma or GED H.S. diploma or GED Associate Degree
Yrs. of Experience (Minimum)
1 year general office experience involving
customer service
2 years general office experience involving
customer service
3 years general office experience involving
customer service
3 years general office experience involving
customer service including 1 year lead or
supervisory experience
Certifications (Required)
None None None None
Training (Required)
None None None None
Knowledge (Required)
Basic knowledge of office support
procedures & practices, English language
and grammar. Basic knowledge of
relevant federal, state and local laws
regarding financial aid. Knowledge of
Microsoft Office applications and multi-line
phone system.
Working knowledge of office support
procedures & practices, English language
and grammar. Working knowledge of
relevant federal, state and local laws
regarding financial aid. Working
knowledge of Microsoft Office applications
and multi-line phone system.
Comprehensive knowledge of programs
offered, College and unit policies and
procedures when dealing with the public,
federal laws and College policies on visas
and registrations processes. Working
knowledge of English language and
grammar. Proficiency with Microsoft Office
applications and multi-line phone system.
Advanced knowledge of programs offered,
College and unit policies and procedures
when dealing with the public, federal laws
and College policies on visas and
registrations processes. Working
knowledge of English language and
grammar. Proficiency with Microsoft Office
applications and multi-line phone system.
Role Summary
• Entry level clerical support work involving
customer assistance.
• Perform general administrative office
tasks.
• Non-routine tasks or matters outside of
guidelines are referred to a higher level for
resolution.
• Fully proficient level clerical support work
involving customer assistance.
• Perform general administrative office
tasks.
• Perform tasks of a non-routine or
technical nature involving some decision-
making.
• Matters outside of guidelines may be
referred to a higher level for resolution.
• Lead clerical support work involving
customer assistance.
• Manage daily operations of student
services staff.
• Perform tasks of a non-routine or
technical nature involving decision-
making.
• Address matters outside of guidelines by
applying policies, regulations and
precedents.
• First-line supervision of student services
staff, programs and practices.
• Monitor the quality of service provided by
staff.
• Address more complex matters and
resolve matters outside of guidelines.
Level of Autonomy
Under direct supervision Under moderate supervision Under general supervision Under general supervision
Core Functions
• Respond to e-mail, telephone and in-
person queries regarding college
programs, processes, services and
courses.
• Review/verify documents for
completeness and accuracy.
• Scan documents and maintain electronic
files.
• Perform data entry.
• Supply office with forms, brochures, etc.
• Receive and disseminate mail.
• Respond to e-mail, telephone and in-
person queries regarding college
programs, processes, services and
courses.
• Review/verify documents for
completeness and accuracy.
• Scan documents and maintain electronic
files.
• Perform data entry.
• Review weekly reports and resolve
inconsistencies.
• Coordinate staff work schedules to
accomplish daily operational tasks.
• Respond to e-mail, telephone and in-
person queries regarding college
programs, processes, services and
courses.
• Assist students with class schedules.
Verify class cancellations/re-locations and
suggest alternative options.
• Ensure classrooms are maintained.
• Review/verify documents for
completeness and accuracy.
• Process student transfers and drops and
assist with payments/refunds.
• Track and report on grant-funded
registration.
• Ensure compliance with disability
waivers.
• Oversee student services activities at
multiple campus locations.
• Ensure staff coverage.
• Train and evaluate staff.
• Delegate work assignments.
• Provide customer service support at
special events.
• Process registrations, approve and
process refunds according to college
guidelines.
• Review/verify documents.
• Resolve complex matters.
student-services-career-ladder.xlsx 2 3/2/20
Student Services Coordinator
Student Services Coordinator I
Student Services Coordinator II Student Services Coordinator Lead Student Services Supervisor
Grade:
17 19 21 25
Core Skills
• Service orientation
• Proactive
• Problem solving
• Time management
• Communicate effectively
• Technology literacy: office suite
software, ERP software, social media
• Service orientation
• Proactive
• Problem solving
• Time management
• Communicate effectively
• Technology literacy: office suite
software, ERP software, social media
• Service orientation
• Mentoring
• Proactive
• Planning / coordination / organization
• Problem solving
• Time management
• Communicate effectively
• Technology literacy: office suite
software, ERP software, social media
• Service orientation
• Mentoring
• Resource management
• Proactive
• Planning / coordination / organization
• Problem solving
• Time management
• Communicate effectively
• Technology literacy: office suite
software, ERP software, social media
Core Competencies
(Proposed)
• Accuracy and thoroughness
• Collaboration
• Adaptable
• Respect
• Integrity
• Strive to learn
• Communication
• Service orientation
• Anticipate stakeholders needs and take
appropriate action
• Professionalism
• Accuracy and thoroughness
• Collaboration
• Adaptable
• Respect
• Integrity
• Strive to learn
• Communication
• Service orientation
• Anticipate stakeholders needs and take
appropriate action
• Professionalism
• Accuracy and thoroughness
• Collaboration
• Adaptable
• Respect
• Integrity
• Strive to learn
• Communication
• Service orientation
• Anticipate stakeholders needs and take
appropriate action
• Professionalism
• Accuracy and thoroughness
• Collaboration
• Adaptable
• Respect
• Integrity
• Critical thinking
• Strive to learn
• Communication
• Service orientation
• Anticipate stakeholders needs and take
appropriate action
• Professionalism
• Leadership
This document is not intended to provide a complete list of duties and responsibilities nor does it replace the Job Class Specification or Position Description.
Movement through a career path is also based on position availability, funding and business need.
