Student Support Services Manager
Job Description
Full Job Description
Current Madison College employees must apply to the internal career site by logging into Workday
Job Posting Date: September 10, 2024
Application Deadline:
Salary Information: $70,476 - $88,094
Department: College Access and Experience Programs
Job Description:
Madison College is looking for a skilled Student Support Services Manager to manage a customer service team. Are you passionate about delivering top-notch service to students, staff, and faculty? This role involves overseeing a team that handles a wide range of student inquiries from admissions to academic records to financial aid. This team refers and schedules students with student service professionals, ensuring they receive the assistance they need to thrive academically. If you excel in leadership, communication, collaboration, and problem-solving, we want to hear from you. Join us in supporting individuals from diverse backgrounds on their journey to success.
Madison College’s dedication to promoting equity, inclusion and diversity is reflected in our Mission, Vision, and Values. We believe every member on our team enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, identify challenges, and to discover, design, and deliver solutions. We value the ability to serve students from a broad range of cultural heritages, socioeconomic backgrounds, genders, abilities, and orientations. Therefore, we seek applicants who demonstrate they understand the benefits of diversity in a higher education community. Hiring a diverse workforce that mirrors our student population is more than just a commitment at Madison College—it is the foundation of what we are striving to do. Come be part of our great team!
REQUIRED DOCUMENTS (3):
1.Cover letter
2.Resume
3.Response to supplemental questions which are:
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Talk about an instance where you advocated for diversity or inclusion in your workplace, other organization, or in your own personal experience?
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What has been your strategy and experience with understanding coworkers (and/or direct reports) from different backgrounds? Please provide a specific example (examples of each).
Supplemental questions should be a combined total of 600 words or less.
Failure to include these documents with your application submission will render your application ineligible.
This position will be open until filled, with a first review date of September 30, 2024, at 11:59 pm.
This is a full-time, exempt salary, 52 weeks per year position. Core student services business hours are Monday and Tuesday, 8 a.m. to 6p.m, and Wed, Thursday and Friday from 8 a.m. – 4:30p.m. This position offers one day per week remote work.
Madison College provides a generous benefits package of vacation, holidays, health/vision/dental/life insurance options, and you will be able to participate in the Wisconsin Retirement System (WRS). Newly hired managers serve a one-year introductory period.
This position is located in the vibrant and diverse city of Madison, Wisconsin’s 2nd largest city and state capital. Nestled between two recreational lakes, Madisonians are offered year-round activities, including the Dane County Farmers’ Market located around the Capitol Square, more than 200 miles of scenic biking and hiking trails, world-class restaurants, and numerous festivals and community events. Madison is consistently ranked as a top community in which to work, live and play. Madison offers a small-town feel, with a big city impression. But, if that’s not enough, Madison is just a short 125 miles northwest of Chicago and 77 miles west of Milwaukee. To learn more about what Mad-Town has to offer, see this link:
Responsibilities Include:
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Manage and lead the Student Support Services customer service team’s delivery of in-person and phone operations, including hiring, scheduling, training, and coaching of staff. Develop, implement, and maintain customer service strategies, policies, and procedures in collaboration with other student affairs professionals to improve the overall student experience.
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Develop and manage the department’s annual budget and associated 3-year service plan. Develop and monitor key performance indicators (KPIs) and metrics related to customer service that analyze trends and identify areas for improvement. Prepare regular reports and presentations for senior management, summarizing student support service team performance.
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Oversee the intake processes of student appointments with professionals in multiple student affairs offices, including academic advising, counseling, disability resource services, financial aid, and student success coaching. Serve as a liaison between the student support services team and student affairs offices, seeking to understand the needs and priorities of students and employees.
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Support the resolution of student inquiries, complaints, and escalations to ensure timely and satisfactory outcomes, which may include engagement with students, other student affairs professionals, or external parties. Provide direct service to students during peak times and/or during scheduled staff time off from work.
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Participate in college-wide efforts to mature a culture that centers on understanding the needs of our students in 1:1 service engagement and in strategy, policy, and procedure development.
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Develop, organize, and implement reoccurring training opportunities for staff to enhance their customer service skills and knowledge of relevant college policies and procedures.
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Stay current with industry trends, best practices, and emerging technologies in higher education customer service, collaborating with other college managers to recommend and implement innovative solutions as appropriate.
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Maintains a commitment to the college's mission, vision, and values.
Knowledge, skills & Abilities:
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Skill in communicating effectively and professionally, both orally and in writing.
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Demonstrated skill in communications and human relations with populations of diverse socioeconomic and cultural backgrounds and persons with disabilities.
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Knowledge of CRM, business telephone, chat systems, and other relevant technologies to engage and support customers, document interactions, and connect customers to service professionals.
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Skills in operational planning and assessment, budget development and resource management.
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Skills in customer service principles and practices with the ability to manage conflicts between service professionals and customers.
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Skills with understanding and managing policies, procedures, and compliance requirements.
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Ability to communicate data, analysis, and opinions effectively to inform staff and leaders of operational performance.
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Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Minimum Qualifications:
1. Bachelor’s degree or, an Associate’s degree plus equivalent work experience.
2. Five (5) years in progressively responsible positions, with a minimum of 2 years in a supervisory or lead role.
Madison College does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term.
If you are experiencing application issues, please contact us at the Talent Acquisition email
Talent@madisoncollege.edu
or HR hotline (608) 246-6900.To ensure that emails from us regarding your application do not go to your spam folder, please add the @madisoncollege.edu domain as a safe sender in your email.
Madison Area Technical College does not discriminate on the basis of race, color, national origin, sex, disability or age in employment, admissions or its programs or activities. Madison College offers degrees, diplomas, apprenticeships and certificates in Architecture & Engineering; Arts, Design & Humanities; Business; Construction, Manufacturing & Maintenance; Culinary, Hospitality & Fitness; Education & Social Services; Health Sciences; Information Technology; Law, Protective & Human Services; Science, Math & Natural Resources; and Transportation. Admissions criteria vary by program and are available by calling our Enrollment Office at (608) 246-6210 or (800) 322-6282 Ext. 6210. The following person has been designated to coordinate Title IX of the Education Amendments of 1972 and Section 504 of the Rehabilitation Act of 1973 and to handle inquiries regarding the college’s nondiscrimination policies: Lisa Muchka, Compliance Coordinator, 1701 Wright Street, Madison, WI 53704 (608) 246.5221
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