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Student Services Specialist

University of North Carolina Greensboro
Fort Collins, CO
Closing date
Jul 13, 2024

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Student & Scholar Services
Position Type
Employment Type
Organization Type
College / University
Posting Details

Posting Details

Requisition Number S2828 Position Number 006409 Position Classification Title Student Services Specialist Functional Title Student Services Specialist Position Type Staff University Information

Located in North Carolina's third largest city, UNC Greensboro is among the most diverse, learner-centered public research universities in the state, with nearly 18,000 students in eight colleges and schools pursuing more than 150 areas of undergraduate and over 200 areas of graduate study. UNCG continues to be recognized nationally for academic excellence, access, and affordability. UNCG is ranked No. 1 most affordable institution in North Carolina for net cost by the N.Y. Times and No. 1 in North Carolina for social mobility by The Wall Street Journal - helping first-generation and lower-income students find paths to prosperity. Designated an Innovation and Economic Prosperity University by the Association of Public and Land-grant Universities, UNCG is a community-engaged research institution with a portfolio of more than $67M in research and creative activity. The University's 1,100 faculty and 1,700 staff help create an annual economic impact for the Piedmont Triad region in excess of $1B.

Primary Purpose of the Organizational Unit

The mission of the Dean of Students Office is to initiate learner-centered programs and services that foster a culture of care conducive to academic and personal development.

Position Summary

This position is the primary point of contact for students, faculty, staff, students' families, and community agencies who need the resources provided by the Dean of Students Office. The Student Services Specialist is responsible for developing and coordinating the workflow of the office while providing excellent customer service. This individual is responsible for handling difficult student, faculty, staff and/or family situations with diplomacy and a professional attitude.

Student Employee Supervision

Day-to-day responsibilities include, but are not limited to, triaging student and other visitors' needs, providing supervision to Federal Work Study Student Employees, and ensuring front desk coverage for the Dean of Students Office (DOS) and the Office of Student Rights and Responsibilities (OSRR). Each semester during the academic year, the Student Services Specialist will be required to recruit, hire, train, and manage payroll for student staff for DOS and OSRR.

Dean of Students and Office of Student Rights and Responsibilities Support

The Student Services Specialist will assist in the maintenance and reconciliation of the DOS and OSRR budgets, manage department communications (including front desks, phone, email, print materials, and website), manage staff calendars, and schedule appointments as requested. The Student Services Specialist manages some human resources responsibilities and other administrative responsibilities for DOS and OSRR. The Student Services Specialist provides technical support by working with IT to maintain and update the departmental website and operating office safety technologies such as cameras, panic buttons, etc. Supports departmental initiatives and other duties as assigned. This staff member also provides support to OSRR as needed.

Minimum Qualifications


Additional Required Certifications, Licensures, and Certificates Preferred Qualifications

3-5 years of experience in a higher education environment, and knowledge of web design, developing marketing materials, technology management, Maxient case management software or similar, MS Word, Excel, PowerPoint, budget/finance management experience, and hiring and supervision experience.

Alternate Option

If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

Special Instructions to Applicants

Applicants are required to upload a list of at least three (3) professional references that includes:
  • Name,
  • Company Name,
  • Type of reference (Professional, Supervisor, Colleague, Academic, or Personal). One (1) of those references will need to be a current or previous supervisor.
  • Email Address
  • Contact Phone Number

Recruitment Range $44,600 - $45,938 Org #-Department Dean of Students - 44503 Work Hours of Position 8 A.M - 5 P.M., M-F Number of Months per Year 12 Posting Requirements Job Family Information & Education Career Banded Title Student Services Specialist Open Date 06/11/2024 Close Date 07/09/2024 FTE 1.000 FLSA Non-Exempt If other, please indicate If time-limited, please specify end date for appointment. Salary Grade Equivalency

Key Responsibilities


Key Responsibility

Administrative Support and Customer Service

Essential Tasks
  • Coordinates meetings, schedules appointments, orders catering, composes and prepares correspondence for distribution, creates administrative forms, and serves as the first point of contact for students and other visitors in person, by phone, and by email.
  • Responsible for ordering and maintaining an inventory of office supplies and equipment.
  • Assists in increasing the awareness of the office's programs and services by updating and managing the Dean of Students webpage and by creating and ordering marketing materials including fliers and brochures.

Key Responsibility

Maintaining Confidential Files and Information

Essential Tasks
  • Oversees the FWS students in the creation, updating and organization of confidential electronic files, ensuring cases and notes are entered accurately and in a timely manner.
  • Routinely handles a large volume of issues transmitted in a variety of formats with thoroughness, professionalism, and timeliness.
  • Also responsible for placing and removing Student Affairs student account holds using Banner 9.

Key Responsibility

Procedure Interpretation and Communication

Essential Tasks
  • Due to highly sensitive nature of the information gathered and maintained by the Office, this person must have an understanding of federal, state, and local laws and regulations such as the Family Educational Rights and Privacy Act (FERPA), HIPAA, and the Clery Act to ensure student privacy is protected.
  • Assists federal agencies in conducting background checks on current and former students.
  • Works individually with students transferring institutions to coordinate the Dean's Certification process.

Key Responsibility

Budgeting and Human Resources

Essential Tasks
  • Assists in the creation, implementation, and maintenance of the Dean of Students Office budget. Responsible for reconciling purchases for the Dean of Students Office and the Office of Student Rights and Responsibilities.
  • Oversees the Federal Work Study students available hours as well as collecting and ensuring accurate timesheets and entering in work study hours to ensure students are paid on time.
  • Performs responsibilities related to travel including making reservations, filing appropriate forms, and ensuring reimbursement as appropriate.
  • Serves as the human resources hiring manager within the Dean of Students Office responsible for updating and posting open positions within the Dean of Students Office and the Office of Student Rights and Responsibilities.

Key Responsibility


Essential Tasks
  • Required to post available work study positions on Handshake, conduct interviews, select, train, supervise and evaluate up to 10 Federal Work Study students whose work includes answering phones, greeting and assisting office visitors, file creation and maintenance, data entry, and assisting with paperwork related to student issues including, but not limited to, students in distress, academic issues, and crisis management cases.
  • Also responsible for coordinating student schedules and ensuring appropriate front office coverage during business hours.

Key Responsibility

Student Support

Essential Tasks
  • Assists the Dean of Students staff in providing support to students by directing callers and walk-ins to the proper contact within the Dean of Students Office based on the individual needs.
  • Triages student concerns and communicates these concerns to the appropriate staff within the department.
  • Must be prepared to demonstrate an in-depth knowledge of University policies
  • (e.g. the Academic Integrity Policy) to students, as well as the family of students.
  • Responsible for recruiting, hiring, training, and managing payroll for student employees for the Dean of Students Office and Office of Student Rights and Responsibilities.
  • Communicates with students who experience mental health, physical health, financial, academic and other personal concerns, communicating knowledge of resources and processes available to students.
  • Routinely makes decisions quickly based on well thought out options for a variety of constituents, including those who are in distress or who are disruptive.
  • Must be friendly, competent, patient, and be able to handle high-stress situations.
  • Routinely provides back-up desk coverage and makes use of their University network to resolve situations for constituents.



Competency Client/Customer Service Competency Description
  • Ability to develop and maintain effective working relationships with client/customer in order to initiate, facilitate and complete work in assigned student service program area.
  • Ability to independently interpret policy and procedure within delegated authority when responding to client/customer requests and non-standard issues.
  • Ability to recognize how individual decisions impact other program areas and their goals.
  • Ability to employ de-escalation techniques and conflict management strategies when appropriate. Ability to understand the role of clients in their work environment.

Competency Level Journey Competency Information/Records Admin Competency Description
  • Ability to perform research, data collection, and analysis of information, and report writing.
  • Ability to utilize, reconcile, and manipulate data from different internal and external software systems.
  • Ability to apply an in-depth knowledge of program specialty or multiple program areas to improve existing programs or develop new programs.

Competency Level Journey Competency Coordination-Operations Competency Description
  • Ability to coordinate and manage a broad scope of work operations and processes to meet programmatic expectations and outcomes.

Competency Level Journey Competency Program Management Competency Description
  • Ability to identify and understand student service issues, client needs, and matters of a recurring nature to effectively address and resolve the issue. Initiate creative programming to engage student participation.
  • Ability to collect, research, and analyze information for processing, monitoring, or measuring data. Ability to develop some internal processes and prioritizes workload.
  • Ability to generate non-standard reports.
  • May require ability to function as a team member of more than one student service program team or specific area of expertise.
  • May require ability to assign and review the work of others.
  • Ability to mentor and assist others in various areas of technical expertise.
  • Ability to conduct training for groups and individuals.

Competency Level Journey Competency Decision Making Competency Description
  • Knowledge and use of effective approaches for choosing a course of action or developing appropriate solutions and/or reaching conclusions.
  • Ability to take action consistent with available facts, constraints, and anticipated consequences.
  • Ability to analyze and synthesize relevant policies and legislation, and apply them across a variety of situations.

Competency Level Journey Competency Managing Work and Performance Competency Description
  • Ability to monitor work of student workers and staff, closely and ongoing, to assess and problem-solve.
  • Ability to review performance on a daily basis and provide suggestions and gives instructions for improving work.

Competency Level Contributing

ADA Checklist

ADA Checklist

"R" for Rare (0-30%), "O" for Occasional (30-60%), "F" for Frequent (60-90%), "C" for Constant (90-100%)

Physical Effort Hand Movement-Repetitive Motions - O, Hand Movement-Grasping - O, Holding - O, Finger Dexterity - F, Reading - F, Writing - F, Eye-hand coordination - F, Vision-Color Distinction - O, Vision-Visual inspection - O, Hearing - F, Talking - F, Standing - O, Sitting - F, Walking - O, Lifting-0-30 lbs. - R, Bending - R, Squatting - R, Crawling - R, Reaching - R Work Environment Inside - F

Applicant Documents

Required Documents
  • Resume/CV
  • Cover Letter
  • List of References

Optional Documents

Posting Specific Questions

Required fields are indicated with an asterisk (*).
    • Do you have experience using case management software, such as Maxient, Advocate, Guardian, etc.?
  • Yes
  • No
    • Do you have experience using student information systems such as Oracle, Workday, Banner, Blackboard, etc.?
  • Yes
  • No
    • Describe your experience in providing customer service (in person, telephone, virtual) to a varied customer base.

(Open Ended Question)
    • Are you currently a permanent, time-limited or RIF employee of UNCG?
  • No Response
  • Yes
  • No
    • Please indicate how you learned of the vacant position for which you are applying:
  • SpartanTalent Website
  • Piedmont Triad Area Newspaper
  • The Chronicle of Higher Education
  • Inside Higher Ed
  • Other professional journal / website
  • UNC School System Job Board
  • Personal Networking
  • Facebook
  • Twitter
  • Other
    • If you selected "Other", please provide the name of the resource here.

(Open Ended Question)
    • Are you eligible to work in the United States without sponsorship?

(Open Ended Question)

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