Graduate Student Services Coordinator - Office of One Stop Student Services - UTK

University of Tennessee • Knoxville, TN

10h • Hybrid

About The Position

The Office of One Stop Student Services at the University of Tennessee, Knoxville (UTK) is seeking a Graduate Student Services Coordinator. This role is crucial for enhancing the accessibility of higher education, fostering a diverse and inclusive academic environment, and improving student recruitment and graduation. The University of Tennessee, Knoxville, is recognized as one of America’s best large employers by Forbes.

This is an on-campus position with flexibility for a hybrid/remote work schedule. The coordinator will be the primary authority for graduate student service operations within the One Stop office, with delegated decision-making power for policy implementation, operational changes, and service delivery impacting graduate students. The role requires independent judgment in interpreting policy, resolving complex student cases, setting operational priorities, and implementing changes that affect institutional compliance, student experience, and cross-unit coordination. This position is vital for evaluating proposed changes, advocating for One Stop operations and student experience, and resolving concerns. Responsibilities include managing high-impact graduate student cases, operating the One Stop leadership phone queue, and providing expert guidance to counselors. The scope, discretion, and institutional impact of this role necessitate advanced knowledge and sustained decision-making authority.

Requirements

• Bachelor’s degree
• 2 or more years of experience in a customer service related field
• Strong communication skills, both written and oral
• Demonstrated ability to provide excellent customer service and problem-solving in a fast-paced, student-focused environment
• Ability to work effectively across diverse student and employee populations
• Experience analyzing data and making independent decisions
• Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment-based visa status.

Nice To Haves

• Master's degree
• 1 or more years of experience in a Higher Education One Stop Office
• Experience in higher education student services, preferably with graduate student populations
• Familiarity with the University of Tennessee policies and procedures
• Experience with student information systems (e.g., Banner) and CRM platforms (e.g., Salesforce)
• Project management experience and ability to balance multiple priorities

Responsibilities

• Serve as One Stop’s primary authority for graduate student service operations.
• Act with delegated decision-making authority for policy implementation, operational changes, and service delivery affecting graduate student populations.
• Exercise independent judgment in interpreting policy, resolving complex student cases, determining operational priorities, and implementing changes that impact institutional compliance, student experience, and cross-unit coordination.
• Play a critical leadership role in evaluating proposed changes, advocating for One Stop operations and student experience, and resolving concerns.
• Manage high-impact, elevated graduate student cases.
• Operate the One Stop leadership phone queue.
• Provide expert guidance to counselors.

Benefits

• Generous paid leave, accruing up to 24 days of vacation and 12 days of sick leave annually, plus 14 paid holidays and administrative closing days
• Flexible work arrangements, offering a hybrid schedule to most team members
• Education benefits for employees and their dependents at UT System campuses
• Retirement and deferred compensation plans, including 401(k), 403(b), etc.
• Comprehensive medical, dental, and vision insurance plans
• Employee discounts to attractions, services, and goods

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level