Student Success Representative - Health Sciences

OTC • Springfield, MO

5d • Onsite

About The Position

The Student Success Representative – Health Sciences is the first point of support for students engaging with Student Success – Health Sciences. The representative assesses student needs, answers questions, resolves routine issues within their knowledge and authority, and connects students with a College Navigator, department, or specialized resource when more complex or ongoing assistance is needed. The role requires broad working knowledge of college processes, services, and resources, along with collaboration with subject matter experts to provide accurate information and guide students toward next steps.

The position requires an on-site physical presence. Work is performed primarily in a standard office setting with frequent interruptions and distractions. The schedule is full-time, with flexibility required to work shifts within the office’s hours of 7:30 a.m.–5:30 p.m. Monday through Thursday and 8:00 a.m.–4:30 p.m. Friday. Occasional evening and weekend work is required. This is a 12-month position.

Requirements

• Associate degree from a regionally accredited institution of higher learning.
• Previous customer service experience.
• Excellent organizational and relational skills.
• Proficiency with a variety of computer operations and ability to learn and adapt to new software and tracking tools.
• Ability to communicate clearly and effectively via email, telephone, and Microsoft Teams chat.
• Ability to use information technology for professional productivity, such as Microsoft Office Suite.

Nice To Haves

• Bachelor’s degree from a regionally accredited institution of higher learning.
• Two years of customer service experience.
• Demonstrated commitment to student-centered support.
• Demonstrated value of teamwork and collaboration.
• Experience with Colleague.
• Experience working within a collegiate setting.
• Experience with TargetX or other CRM software.

Responsibilities

• Serve as the first point of contact for students and guests of the Health Sciences Student Success center, providing responsive, student-centered service in person, by phone, email, and other approved channels.
• Manage initial student inquiries and support College Navigator efficiency through appointment scheduling, outreach, and administrative processes.
• Provide general information and procedural assistance with financial aid, admissions, registration, college deadlines, student records, and campus resources.
• Use the Student Success Toolkit to answer common questions and resolve routine Tier 1 issues, referring more complex issues to students’ assigned College Navigators.
• Identify when students need individualized or ongoing support.
• Document student interactions, assistance, referrals, and follow-up needs accurately in the college CRM, TargetX.
• Assist with proactive outreach and follow-up campaigns related to enrollment, registration, financial aid completion, and student engagement.
• Receive, route, and assist with submission of required forms and documentation; support routine processing and monitor assigned administrative tasks within authorized procedures.
• Identify time-sensitive concerns, unresolved questions, or barriers to student progress, and communicate them through established escalation pathways.
• Collaborate with College Navigators, Financial Aid, Registrar, Student Account Services, Admissions, academic departments, and other offices to provide coordinated student service.
• Participate in training to maintain working knowledge of financial aid, state aid programs, scholarships, billing, academic programs, registration, student success software and technology, and college policies.
• Support office operations by managing shared communication queues, maintaining information and materials, assisting with supplies and front-desk coverage, and helping maintain an organized and welcoming service environment.
• Maintain confidentiality of student information and comply with college policies, procedures, and regulations governing access to student records.
• Demonstrate exemplary attendance, punctuality, professionalism, clear communication, and teamwork.
• Perform other assigned duties, including attending college functions, serving on committees, participating in community events, and contributing to college-wide student success initiatives.

Benefits

• Medical insurance coverage through the CoxHealth network at no cost to employees.
• Dental, LTD, and group life insurance coverage at no cost to employees.
• Access to the on-site OTC Health and Wellness Clinic at no cost for employees and their dependents.
• Use of the OTC fitness center at no cost to employees.
• Tuition-free college credit hours for employees and/or their dependents: 12 hours per fall and/or spring semester and six hours per summer term.
• College matching of employee PSRS/PEERS retirement at 14.5% or 6.86%.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree