Student Support Specialist, Enrollment and Student Success

Job Profile:

Outreach/Recruitment Coordinator 2

Job Family:

Student Recruitment and Admission

Time Type:

Full time

Apply before 11:59 PM Arizona time the day before the posted End Date.

Minimum Qualifications:

Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Description:

Salary Range: $46,300 - $50,000 per year; offer dependent upon experience.

The Student Support Specialist provides communication, systems, and operational support for the enrollment team within Student Success Systems in the Office of Academic and Career Success. The role supports recruitment, applicant follow-through, and coordinated student transitions through communications, Salesforce records and reporting, and workflow support. The position helps ensure students receive accurate information, timely responses, clear next steps, and reliable connections to appropriate staff. Working with the Senior Coordinator and enrollment coaches, the specialist organizes communications and student records, monitors outstanding actions, and supports consistent follow-up from inquiry and application through admission, enrollment, and transition. The specialist supports the integrated intake and coordinated support model by maintaining records, tracking assigned owners and follow-up dates, and flagging unresolved needs. The specialist works with graduate admissions, advising superteams, Marketing, and university partners to strengthen information continuity, reduce administrative barriers, and support enrollment and persistence.

Essential Duties:

Student Inquiry Management and Service Coordination

• Monitor and respond to assigned student inquiries using approved program information, resources, and established service standards.
• Provide accurate guidance regarding enrollment processes, deadlines, next steps, campus pathways, and available support services.
• Document inquiries, assess needs, and route requests to the appropriate enrollment coaches, admissions personnel, faculty, or university support teams.
• Monitor outstanding inquiries and referrals, coordinate follow-up with responsible staff, and communicate updates to students to support timely resolution.
• Coordinate appropriate referrals and handoffs with ASU Admission Services, EdPlus, and other university partners in accordance with established processes.

 

Enrollment Communications and Outreach Support

• Develop, schedule, and maintain approved enrollment communications using Salesforce Marketing Cloud and established communication plans and review procedures.
• Prepare and validate audience lists and segments based on approved student populations, program eligibility, enrollment stages, and communication needs.
• Coordinate communication content, timelines, and approvals with the Senior Coordinator, enrollment coaches, Marketing, graduate admissions, and university partners.
• Conduct quality assurance reviews of communication content, links, dates, audience criteria, and calls to action to ensure accuracy and appropriate delivery.
• Maintain communication calendars, templates, and outreach records; support targeted reminders and follow-up for prospective, admitted, and continuing enrollment activities.
• Monitor available communication and engagement data, identify delivery or audience issues, and communicate recommended adjustments to the Senior Coordinator.

 

Student Records, Workflow Management, and Reporting

• Create, update, and maintain accurate Salesforce records, cases, activity histories, student statuses, referrals, and follow-up tasks in accordance with established documentation standards.
• Track student inquiries, applicant progress, outreach activities, support connections, event participation, assigned ownership, and resolution outcomes.
• Review records and workflows for missing information, duplicate entries, outdated statuses, and incomplete or overdue actions; coordinate corrections through approved procedures.
• Prepare routine reports, student lists, and operational summaries to support enrollment outreach, applicant follow-through, coaching activities, and service coordination.
• Monitor assigned workflows, identify stalled tasks or recurring data and process issues, and escalate concerns to the Senior Coordinator or designated system owners.
• Support testing and implementation of approved system and workflow improvements.

 

Applicant Follow-Up and Graduate Admissions Support

• Monitor assigned applicant records and outstanding application or enrollment requirements; conduct approved follow-up regarding missing items, deadlines, and next steps.
• Provide administrative support for graduate admissions processes, including checklist tracking, routine correspondence, scheduling, record organization, and coordination of required follow-up.
• Coordinate with graduate admissions personnel, faculty, ASU Admission Services, and other designated staff to route questions, resolve routine process gaps, and track outstanding actions.
• Maintain graduate-specific timelines, records, and communications to ensure alignment with distinct graduate admissions processes.
• Support admitted student outreach and administrative handoffs to enrollment coaches and designated university support teams.
• Document applicant follow-up and escalate unresolved barriers, exceptions, and admission-related decisions to the appropriate authorities.

 

Enrollment Intake, Events, and Student Transition Support

• Provide administrative support for student intake and enrollment coaching activities, including appointment coordination, intake documentation, follow-up tracking, and preparation of student information for handoffs.
• Maintain visibility of identified student needs, assigned owners, next steps, and outcomes to support continuity of service throughout the enrollment and transition process.
• Coordinate administrative follow-up on overdue or incomplete student support connections and route complex or sensitive needs through established Holistic Care and escalation pathways.
• Support enrollment events, welcome activities, and transition programming through registration, invitations, reminders, attendance tracking, contact documentation, and post-event communications.
• Assist with ambassador scheduling, training records, and assignment documentation as needed.
• Coordinate accurate student information and administrative handoffs to enrollment coaches, superteams, and designated onboarding personnel.

 

Operational Coordination and Continuous Improvement

• Collaborate with the Senior Coordinator, enrollment coaches, graduate admissions, Marketing, superteams, Holistic Care, and university partners to support consistent enrollment operations and student service delivery.
• Maintain current operational resources, templates, procedures, communication calendars, and documentation to promote consistent and efficient processes.
• Identify recurring student inquiry themes, applicant barriers, communication gaps, and workflow inefficiencies; provide operational observations and recommendations to the Senior Coordinator.
• Participate in staff training, cross-training, and implementation of approved process and system improvements.
• Exercise discretion when handling student information and sensitive records, prioritize assigned responsibilities within established deadlines, and escalate policy exceptions, complex student circumstances, admissions determinations, and system changes to designated authorities.
  

Desired Qualifications:

• Evidence of effective communication, customer service, organization, accuracy, and follow-through skills.
• Knowledge of higher education student services, application processes, enrollment milestones, and student transition needs.
• Ability to learn and use Salesforce, Marketing Cloud, reporting tools, and university systems within assigned access.
• Ability to prepare audience lists, review communications, maintain records, and identify discrepancies.
• Ability to coordinate concurrent tasks, deadlines, and handoffs across multiple teams.
• Understanding of distinct undergraduate and graduate processes and the need for population-specific communications.
• Sound judgment, cultural responsiveness, discretion, and commitment to student-centered support and the Office of Academic and Career Success’ core values.
  

Working Environment:

• Activities are performed in an environmentally controlled office setting and involve extended periods of sitting, keyboarding, and use of a computer mouse.
• Position may require travel between campus locations or buildings for meetings or job-related tasks.
• MLFC supports flexible work options for certain positions, such as alternate work schedules and hybrid remote arrangements, subject to approvals per ASU policy.

Department Statement:

ASU’s Mary Lou Fulton College for Teaching and Learning Innovation creates knowledge, mobilizes people, and takes action to improve education. Nationally recognized as a leader in teacher preparation, leadership development and scholarly research, Mary Lou Fulton College for Teaching and Learning Innovation prepares over 8,000 educators annually.  MLFC faculty create knowledge by drawing from a wide range of academic disciplines to gain insight into important questions about the process of learning, the practice of teaching and the effects of education policy.  MLFC mobilizes people through bachelor's, master's and doctoral degree programs, through non-degree professional development programs and through socially embedded, multilateral community engagement.  MLFC takes action by bringing people and ideas together to increase the capabilities of individual educators and the performance of education systems.

 

Aligned with ASU’s charter, MLFC is committed to advancing inclusive excellence in our curricula, programming and institutional relationships.

Driving Requirement:

Driving is not required for this position.

Location:

Campus: West

Funding:

No Federal Funding

 

Instructions to Apply:

Current employees, student workers seeking staff opportunities, and students applying for student worker positions must apply directly through the Workday Jobs Hub.

To be considered, your application must include all of the following attachments:

• Cover letter
• Resume or CV

Multiple documents may be uploaded in the attachments section. Alternatively, applicants may combine all required materials into a single PDF for submission. Please ensure uploaded documents are clearly labeled and include your name.

Please ensure your resume includes all employment information in month and year format, for example 6/04 to 8/14, along with job title, job duties, and employer name for each position. Your resume should clearly demonstrate how your experience and background meet the minimum and desired qualifications for this position. Incomplete applications or missing required materials may not be considered.

Important: Do not withdraw your application to make edits. Once an application is withdrawn, it cannot be edited, reactivated, or replaced with a new submission. If you have questions or need assistance, please contact The Office of Human Resources Talent Acquisition before the posting close date.

Graduate Assistant, Intern and part-time positions are counted as half time for experience equivalency, meaning one year equals six months of experience.

Only electronic applications will be accepted for this position. By submitting an application, you confirm that the information provided is accurate and complete.

ASU Statement:

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions inclusive excellence, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report:

In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

ASU’s comprehensive benefits package is a key part of your total compensation. Visit the ASU Compensation Estimator

Employment Verification Statement:

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement:

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement:

A fingerprint check is not required for this position.