Job Description

The Division of Educational Ventures (DEV) is a growing, innovative, and collaborative organization with a commitment to providing high-quality online education. The division extends Oregon State University’s exceptional learning experiences including microcredentials, certificates, and degrees available to students throughout Oregon and around the world. DEV is a leader in national online education, our online bachelor’s program consistently ranks in the top 10 in the nation by U.S. News & World Report.

The division includes Ecampus, offering over 100 online and hybrid degree programs; the Ecampus Research Unit (ECRU), conducting and supporting original research in online teaching and learning; the Corporate and Workforce Education Unit (CWE), creating pathways for learners employed by collaborators in business and government; the Center for the Outdoor Recreation Economy (CORE), providing workforce development for the outdoor recreation industry; the Open Educational Resources Unit (OER), aiding faculty in adopting open course materials; and the Alternative Credential Unit (ACU), developing short-form educational opportunities

This recruitment will be used to fill one full-time Student Services Specialist (Program Representative 2) position for the Division of Educational Ventures at Oregon State University.

Position Summary

The Student Services Specialist is a member of the Student Success Team within the Division of Educational Ventures and reports to the Associate Director of Student Services. It is essential for the incumbent to represent multiple programs at different academic levels, and articulate policy/process across multiple program units, while also managing a variety of support systems and program review systems. The person filling this position will have full responsibility, under the supervision of the Associate Director of Student Services, and the Senior Director of Student Success, for the support of online students and departments. Overall, this position is critical to our unit’s success in delivering services to diverse students and departments.

Ecampus enrollment is growing substantially each year in terms of the individual student headcount and total student credit hours. Ecampus currently offers undergraduate programs and minors, graduate programs, certificates and microcredentials online. Our student enrollment headcount is comprised of non-degree-seeking students, including those pursuing certificates and microcredentials adding another layer of complexity to this position’s constituents.

This position is expected to provide complex and detailed information for multiple academic programs, university policy and procedures. In addition, develop and maintain information, program review systems, make recommendations based on reviews, and coordinate information as needed by the Associate Director of Student Services, the Senior Director of Student Success, and the Associate Vice Provost of Market Development and the Student Experience at DEV. Key responsibilities include:

• Provide problem solving, policy articulation, and university navigation via phone and email to Oregon State students taking online courses
• Serve as a knowledge resource for academic programs and campus partners across a wide range of services
• Oversee services in support of online students and make recommendations for Ecampus initiatives with both internal and external collaborators, including corporate and workforce education partners

Oregon State University and the Division of Educational Ventures maintain and enhance a collaborative and inclusive community that is dedicated to equity and equal opportunity. All employees of this division are responsible for ensuring that these commitments are achieved. In support of Ecampus student success, the Student Services Specialist provides advocacy and access to online students navigating the university’s policies and processes.

Ecampus currently operates on a hybrid schedule, Tuesdays and Thursdays are designated in-office days as well as additional days as needed.

Key Responsibilities Include:

Ecampus Service Representation

• Provide service to a variety of audiences: current students, in both degree-seeking and non-degree-seeking status, as well as corporate and workforce partners, faculty, and other OSU administrative units.
• Oversees communications related to the onboarding process for newly admitted Ecampus students in collaboration with the Ecampus Student Success team.
• Provides administrative support to OSU students enrolled in Ecampus courses, mediates with faculty and academic departments, and advocates with OSU administrative offices on behalf of Ecampus students and specifically for degree-seeking students in Ecampus distance programs.
• Assists in identifying and resolving policy/process issues that present roadblocks for online student success.

Student Services Oversight and Reporting

• Provides course registration override processing across all Ecampus offerings; assists students in navigating and submitting the Ecampus course drop/refund petition.
• Provides student services for Corporate and Workforce Education partners, advises students of registration and scholarship processes.
• Reports on service usage with recommendations to the Associate Director of Student Services, the Senior Director of Student Success, and the Associate Vice Provost of Market Development & the Student Experience on projected service demands.

Partner Support

• Provides mediation and problem resolution supporting enrolled students and faculty.
• Works with academic programs to identify and adjust student coding issues, identify and resolve barriers, and provide onboarding.
• Oversees Ecampus tuition billing adjustments for third-party billing including corporate and workforce education collaborations, pulling reports and calculates billing adjustments in collaboration with university billing and Student Accounts; informs students of adjustment decision as well as record keeping, annual analysis of participation, and budget impact.

 Program Promotion

• Assists Associate Director of Student Services, the Senior Director of Student Success, and the Associate Vice Provost of Market Development & the Student Experience in operation of corporate and workforce collaboration programs.
• Maintains records, writes reports, answers correspondence, and conveys important information to interested groups.

What You Will Need:

• Four years of technical- or professional-level experience analyzing or advising and/or instructing the public concerning specific programs or processes, monitoring a program, or performing participant reviews. Two years of the experience must have been comparable to a Program Representative 1 which involves monitoring, representing, and reviewing programs.
• Effective written and oral communication skills- including phone, email, and in person- for internal and external audiences.
• Demonstrable experience with performance-based customer service work environments.
• Experience with managing multiple projects, establishing priorities, and meeting deadlines.
• A demonstrable commitment to promoting and enhancing diversity.
• This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check.

What We Would Like You to Have:

• Experience with effective process management in an academic setting.
• Experience working collaboratively and proactively with a high volume of customers, internal and external groups.
• Demonstrable experience in program review, reporting, and continuous improvement processes.
• Ability to understand, interpret and explain university regulations, academic curricula, and university procedures.
• Experience with relational databases, such as Banner and CORE, or CRM systems such as SalesForce.
• Ability to be adaptable in problem-solving while enforcing policies.

OSU commits to inclusive excellence by advancing equity and diversity in all that we do. We are an Affirmative Action/Equal Opportunity employer, and particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.

Benefits: 

• Medical coverage – Employer contribution toward CORE benefits (medical, vision, dental, employee basic life)
• Vacation leave (8 hours/month), sick leave (8 hours/month), personal leave (24 hours/year) and 11 paid holidays. Vacation leave increases with length of service.
• Oregon Public Service Retirement Plan (OPSRP) plus additional optional plans
• Parental or family medical leaves
• Employee Assistance Program
• Professional development opportunities
• Cell phone provider discounts available at AT&T, Verizon, and T-Mobile/Sprint
• Reduced tuition rates for you or your dependents/spouse/domestic partner
• And more!

Pay range: $26.44/hr – $40.47/hr. Typically, the starting salary is at the lower end of the salary range.

Work environment:

• Ecampus currently operates on a hybrid schedule, Tuesdays and Thursdays are designated in-office days as well as additional days as needed.
• This position may require travel.
• This position may require working events after hours or on the weekends.
• Typical office environment.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Job Tags: customer services, Education, Student Affairs, and Student Services. Salaries: 40,000 - 60,000.

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