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Coordinator Student Central

Onondaga Community College
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The Coordinator of Student Central coordinates the daily operations and continuous improvement of Student Central, the College's hub for student services and first point of contact for prospective and current students. This position supports enrollment and retention efforts by ensuring efficient processes, exceptional customer service, and accurate communication across all Student Central functions.

The Coordinator serves as a key contact for Student Central procedures, including New York State immunization regulations, Student Central email communications, OCC's chatbot and live chat systems, and Lazer Success. The role also supports knowledge base development, staff training, and process optimization across multiple service areas.

 

MAJOR RESPONSIBILITIES

  • Coordinate and support activities within Student Central; prioritize and delegate tasks to Enrollment Associates to best serve the campus community.
  • Assist in overseeing daily operations, including supervision and monitoring of area activities as needed.
  • Serve as team lead for student schedule adjustments, including course changes, overrides, and late adds.
  • Administer OCC's chatbot (Ocelot) and live chat systems:
  • Maintain and update the chatbot knowledge base.
  • Respond to website chat inquiries daily.
  • Identify and communicate website updates to the appropriate departments.
  • Collaborate with the Enrollment Management Systems team to enhance chatbot functionality.
  • Manage the Student Central email (occinfo), which covers inquiries related to Financial Aid, Student Accounts, Registration & Records.
  • Provide support for the Call Center and Front Desk as needed.
  • Understand and support the full functionality of the Campus Card Office, including troubleshooting card issues and explaining meal plan and flex dollar options.
  • Gather and analyze Lazer Success data for reporting and continuous improvement.
  • Develop, maintain, and coordinate departmental knowledge base content for use within Student Central and across the College.
  • Work collaboratively to develop and implement new or revised departmental goals, processes, and training initiatives.
  • Resolve student issues professionally and promptly, with a focus on the impact on student success.
  • Provide technical advice and problem-solving assistance to staff and students, referring to appropriate departments when necessary.
  • Participate in cross-departmental initiatives and college events, occasionally outside regular business hours.
  • Maintain effective working relationships with students, faculty, staff, and external/community agencies.
  • Perform other related duties as assigned.

 


Requirements:
 

MINIMUM QUALIFICATIONS

  • Associate's degree from a regionally accredited college, university or foreign equivalency.
  • Customer service experience.

 

PREFERRED QUALIFICATIONS

  • Bilingual in English and Spanish. English and other languages will be considered.
  • Professional experience in a higher education environment.

 

KNOWLEDGE, SKILLS AND ABILITIES

  • Strong oral and written communication skills.
  • Excellent customer service and interpersonal skills.
  • Ability to make sound, independent decisions and manage multiple priorities with overlapping deadlines.
  • Strong technical proficiency and ability to learn complex systems quickly.
  • Knowledge of conflict resolution techniques and ability to manage stressful situations professionally.
  • Ability to build and maintain positive, effective relationships across academic and administrative departments.

 


Additional Information:
 

  • Salary range is: $44,000 - $55,000, commensurate with credentials and relevant experience.
  • Onondaga Community College offers a generous and competitive benefits package including:
    • New York State Local Retirement System (pension) or an Optional Retirement Plan (401a).
    • Excellent health, dental, and vision insurance plans (qualifying domestic partner included).
  • Onondaga Community College participates in the Public Service Loan Forgiveness program for eligible borrowers.

 


Application Instructions:
 

  • To be considered, please submit a resume and cover letter at time of application.
  • The three (3) references listed on the application must be professional references, two of which must be a current or former supervisor. Finalists will be contacted prior to references being checked.
  • Offers are contingent upon the completion of a background check, and official transcripts are required upon hire. 

Please contact hr@sunyocc.edu if you have questions.