Position Details

Position Information

Position Title Student Experience Coordinator

Department/Unit OLCD

Location Halifax, Nova Scotia, Canada

Posting Number S026-24

Employee Group NSGEU Local 77

Position Type Term

Duration of Contract (if applicable) 1 year

Employment Type Full Time

Full-time Equivalency (FTE) 1.0

Salary $25.26 - $31.97 per hour ($45,970 - $58,189 per annum, 35 hours per week)

Classification C5

Provisional Statement

This is a provisional classification. Formal classification procedures will be initiated by the Job Design Unit in approximately six months.

About Dalhousie University

Dalhousie University is Atlantic Canada’s leading research-intensive university and a driver of the region’s intellectual, social and economic development. Located in the heart of Halifax, Nova Scotia, with an Agricultural Campus in Truro/Bible Hill, Dalhousie is a truly national and international university, with more than half of our almost 21,000 students coming from outside of the province. Our 6,000 faculty and staff foster a vibrant, purpose-driven community, that celebrated 200 years of academic excellence in 2018.

Job Summary

The Faculty of Open Learning and Career Development ( OLCD ) develops and delivers innovative and diverse lifelong learning experiences for more than 5000 students annually to help them navigate the changing world of learning and work. Reporting to the Director, Enrollment, Student Success and Advising, the Student Experience Coordinator will be the Faculty’s front-line representative, acting as the first point of contact for prospective students/learners, including responding to, tracking, and following up on in-person, phone and e-mail inquiries.

Key Responsibilities

• Act as front-desk reception. Monitor, respond to, and re-direct inquiries (in-person, email, and telephone). Identify opportunities and draft templates for standardized responses, including upselling, to aid with both student experience and conversion of inquiries to registration.
• Track all inquiries in a centralized spreadsheet and initiate follow up with the Faculty’s staff to ensure inquires are effectively and efficiently being resolved, advising Director of issues for follow-up. Follow up on student inquiries and abandoned carts through the Faculty’s registration software (Destiny).
• Conduct weekly reviews of inquiries and inquiries channels (e.g. in-person, phone and e-mail). Prepare weekly report for Director. Identify inquiry patterns and issues, including making process recommendations and drafting standard operating procedures to address identified issues.
• Regularly complete registration duties due to e.g. peak periods, high volumes, and staff absences. This includes responding to inquires from individual students/learners and corporate clients; enrolling clients, including large groups, into courses/certificates; and processing payments and invoicing.
• Identify ways to enhance student experience beyond immediate requests by being knowledgeable of alternative options and resources available. Connect students to University and community support services as appropriate. Assist in the staffing of booths at trade shows, events, etc to promote the Faculty and its programs and services.
• Facilitate Faculty room bookings for locally managed classrooms, including booking classrooms for onsite Faculty instruction. Provide administrative support to onsite instructors. Provide general office support for the Faculty such as repair requests, office stationary orders, and deposit pickups.
  
  

Note

Due to operational requirements, the successful applicant is required to work in-person on campus.

Required Qualifications

• Business/Office Administration diploma with approximately three to five years’ related experience (or an equivalent combination of education and experience).
• Excellent communication (verbal and written), customer service and interpersonal skills.
• Strong attention to detail, problem solving and organizational skills, and ability to multi-task in a deadline driven environment.
• Demonstrated ability to work both independently and in a team environment.
• Proficiency in MS Office suite (Outlook, Excel, Word).
  
  

Assets

• Experience with Dalhousie systems (Banner and Destiny).
  
  

Job Competencies

The successful candidate is expected to demonstrate proficiency in Dalhousie’s core competencies (https://www.dal.ca/dept/leaders.html), in particular:

• Respect & Inclusion
• Adaptability
• Knowledge & Thinking Skills
• Communication
• Service
  
  

Additional Information

Dalhousie University supports a healthy and balanced lifestyle. Our total compensation package includes a defined benefit pension plan, health and dental plans, a health spending account, an employee and family assistance program and a tuition assistance program.

Application Consideration

Bargaining unit employees ( NSGEU local 77) are given priority consideration and will be notified on the status of their application following assessment. All other applications will be considered when there is no qualified candidate from the bargaining unit.

We sincerely appreciate all applications and note that only candidates selected for an interview will be contacted directly by the hiring department or Human Resources.

Diversity Statement

Dalhousie University commits to achieving inclusive excellence through continually championing equity, diversity, inclusion, and accessibility. The university encourages applications from Indigenous persons (especially Mi’kmaq), persons of Black/African descent (especially African Nova Scotians), and members of other racialized groups, persons with disabilities, women, persons identifying as members of 2SLGBTQIA+ communities, and all candidates who would contribute to the diversity of our community. For more information, please visit www.dal.ca/hiringfordiversity .

Posting Detail Information

Number of Vacancies 1

Open Date 02/13/2024

Close Date 02/28/2024

Open Until Filled No

Special Instructions to Applicant

Quick Link for Direct Access to Posting https://dal.peopleadmin.ca/postings/15698