JOB TITLE: STUDENT SUCCESS REPRESENTATIVE - HEALTH SCIENCES DEPARTMENT: STUDENT SUCCESS
SALARY RANGE: $34,000 - $36,000 FLSA: NON-EXEMPT
IMMEDIATE SUPERVISOR: Director of Student Success – Health Sciences
SCHEDULE DETAILS: Full-time (Office hours are 7:30 a.m. – 5:30 p.m., Monday through Thursday, and 8:00 a.m. - 4:30 p.m. on Friday). Flexibility to work any shift within these hours is required. Occasional evening and weekend work is also required. /12-month position/PEERS
Position Summary
The Student Success Representative – Health Sciences serves as the first line of support for students engaging with Student Success - Health Sciences. This position actively assesses student needs, answers questions and resolves issues within their scope of knowledge and responsibility related to financial aid, admissions, registration, and billing, and effectively triages more complex situations to connect students to the appropriate College Navigator, department, or specialized resource. Student Success Representatives develop a broad working knowledge of college processes, services, and resources to provide accurate information, guide students toward next steps, and create effective collaborations with subject matter experts when additional expertise or ongoing support is needed. The essential functions of this position require a physical presence on site.
Essential Job Duties
- Serve as the first point of contact for students and guests of the Health Sciences Student Success center, delivering responsive, student-centered service in person, by phone, email, and other approved channels.
- Support College Navigator efficiency by managing initial student inquiries, appointment scheduling, assisting with outreach and administrative processes.
- Provide general information and procedural assistance with financial aid, admissions, registration, college deadlines, student records, and campus resources.
- Utilize the Student Success Toolkit to answer common questions and resolve routine Tier 1 student issues, connecting students with their assigned College Navigator for resolution of more complex issues.
- Identify situations where students require more individualized or ongoing support to resolve their questions.
- Accurately document student interactions, assistance provided, referrals, and follow-up needs in the college’s CRM, TargetX.
- Assist with proactive outreach and follow-up campaigns for enrollment, registration, financial aid completion, and student engagement, under the direction of Student Success leadership and in coordination with College Navigators.
- Receive, route, and assist students with submission of required forms and documentation; support routine processing and monitor completion of assigned administrative tasks within authorized procedures.
- Identify time-sensitive concerns, unresolved questions, or barriers to student progress; communicate promptly with the appropriate College Navigator, supervisor, or department according to established escalation pathways.
- Collaborate with College Navigators, Financial Aid, Registrar, Student Account Services, Admissions, academic departments, and other offices to provide coordinated, consistent student service.
- Participate in required training to maintain a working knowledge of financial aid regulations, state aid programs, scholarships, billing processes, academic programs, registration processes, student success software and technology, and college policies.
- Support office operations, including managing shared communication queues, maintaining information and materials, assisting with supplies and front-desk coverage, and helping maintain an organized and welcoming service environment.
- Maintain confidentiality of student information and comply with applicable college policies, procedures, and regulations, including requirements governing access to student records.
- Exhibit exemplary attendance, punctuality, professionalism, clear communication, and teamwork.
Perform other duties as assigned, including attending college functions, serving on committees, participating in community events, and contributing to college-wide student success initiatives.
Required Knowledge, Skills & Abilities
- Associate degree from a regionally accredited institution of higher learning.
- Previous customer service experience.
- Exhibit excellent organizational and relational skills.
- Proficiency with a variety of computer operations, and the ability to learn and adapt to new software and tracking tools.
- Ability to communicate clearly and effectively via email, telephone, and Microsoft Teams chat.
- Ability to use information technology for professional productivity (such as Microsoft Office Suite).
Preferred Knowledge Skills & Abilities
- Bachelor’s degree from a regionally accredited institution of higher learning.
- Two years of customer service experience.
- Demonstrated commitment to student-centered support.
- Demonstrated value of teamwork and collaboration.
- Experience with Colleague.
- Experience working within a collegiate setting.
- Experience with TargetX or other CRM software.
Working at Ozarks Technical Community College Provides Great Benefits
- Medical insurance coverage for employees through the CoxHealth network at no cost to employees.
- Dental, LTD and group life insurance coverage for employees at no cost to employees.
- Access to the on-site OTC Health and Wellness Clinic at no cost for employees and their dependents.
- Use of the OTC fitness center at no cost to employees.
- Twelve (12) tuition free college credit hours per fall and/or spring semester and six (6) college credit hours per summer term for employees and/or their dependents.
- College matches the employee PSRS/PEERS retirement at 14.5% or 6.86%
PHYSICAL DEMANDS AND WORKING ENVIRONMENT: (The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.)
Environment: Work is performed primarily in a standard office setting with frequent interruptions and distractions. Requires extended periods of time viewing computer monitor or standing; may require adjustment of schedule to include some evening and/or weekends; may encounter occasional exposure to inclement weather during travel.
Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard.
***OZARKS TECHNICAL COMMUNITY COLLEGE RESERVES THE RIGHT TO MODIFY, INTERPRET, OR APPLY THIS JOB DESCRIPTION IN ANY WAY THE INSTITUTION DESIRES. THIS JOB DESCRIPTION IN NO WAY IMPLIES THAT THESE ARE THE ONLY DUTIES, INCLUDING ESSENTIAL DUTIES, TO BE PERFORMED BY THE EMPLOYEE OCCUPYING THIS POSITION. THIS JOB DESCRIPTION IS NOT AN EMPLOYMENT CONTRACT, IMPLIED OR OTHERWISE. THE EMPLOYMENT RELATIONSHIP REMAINS “AT-WILL.” THE AFOREMENTIONED JOB REQUIREMENTS ARE SUBJECT TO CHANGE TO REASONABLY ACCOMMODATE QUALIFIED DISABLED INDIVIDUALS.
