Student Services Associate, Hokie One Stop

Job Description

The Graduate School is seeking a service-oriented, people-centered associate to provide student services in the Hokie One Stop (HOS). The HOS student services associate is an integral, public-facing representative of customer services and University policies and procedures that govern student admission, enrollment, and student life. This position provides comprehensive student services and support for students, visitors, and the university community. The student services associate will support students' recruitment, retention, and graduation through development of an in-depth understanding of academic records, registration, financial aid and scholarships, and student accounts/billing.

The student services associate will participate in the soft launch of the HOS in Falls Church, VA, in summer 2024 and transition HOS operations to the Innovation Campus Potomac Yard, Alexandria, VA, in late fall or early spring 2025.

Duties and Responsibilities:

- Assist and advise students and visitors; answer general questions; appraise problems and provide appropriate solutions or referrals in the areas of financial aid, student accounts, academic records, and registration. Refer higher-level complex matters to partner offices, HOS director, or Blacksburg-based office, according to protocol.
- Curate and distribute weekly newsletter to graduate students in the region and ensure information across all media (including websites, print publications, and social media) is up-to-date, accurate, consistent, and follows Virginia Tech branding guidelines. Manage the HOS email account.
• Participate in and contribute to regularly scheduled customer service and cross-departmental trainings. Build collaborative relationships with university offices and colleagues to address student service inquiries and concerns. Collaborate with the centralized and embedded functional offices to ensure compliance with all federal, state, and university regulations and policies.
• Manage the HOS physical space, including opening and closing the office, managing supplies, monitoring, and responding to emerging needs.
• Actively participate in and contribute to Graduate School programs and initiatives such as student orientation and commencement.
• Assist with special projects as assigned by the director.
• Perform other duties as assigned.

Required Qualifications

• Bachelor's degree or equivalent level of training and experience.
• Direct customer service experience.
• Knowledge and proficiency with current desktop computing platforms (Word, Excel, MS Teams, Outlook, etc.) and willingness/capability to learn specialized incident-management software.
• Demonstrated ability to think critically and problem-solve.
• Ability to react to customers quickly, thoughtfully, and courteously.
• Possesses excellent communication skills and attention to detail.
• Demonstrated ability to work with diverse populations and a commitment to diversity and inclusion.
• Ability to work flexible hours, as needed.
• Understanding of a student's rights and protections as outlined by university policies, practices, and FERPA (Family Educational Rights and Privacy Act).

Preferred Qualifications

• Significant experience responding to customer inquiries via phone, email, and in person.
• Demonstrated ability to interpret and apply policies and procedures, exercise judgment, apply problem-solving strategies, and maintain highly confidential and sensitive information.
• Experience working with diverse student populations.
• Experience with Banner or other Student Information System(s).

Pay Band

4

Appointment Type

Regular

Salary Information

53,000-60,000

Review Date

June 26, 2024

Additional Information

The successful candidate will be required to have a criminal conviction check.

About Virginia Tech

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges , a school of medicine , a veterinary medicine college, Graduate School , and Honors College . The university has a significant presence across Virginia, including the Innovation Campus in Northern Virginia; the Health Sciences and Technology Campus in Roanoke; sites in Newport News and Richmond; and numerous Extension offices and research centers . A leading global research institution, Virginia Tech conducts more than $500 million in research annually.

Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex (including pregnancy), gender, gender identity, gender expression, genetic information, national origin, political affiliation, race, religion, sexual orientation, or military status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law.

If you are an individual with a disability and desire an accommodation, please contact

Ginny Wagg

at

[email protected]

during regular business hours at least 10 business days prior to the event.