Student Support Associate

Student Support Associate

Title: Student Support Associate

Agency: VP DIGITAL TRANSFORMATION & TECHNOLOGY

Location: Norfolk, VA

FLSA: Non-Exempt

Full Time or Part Time: Full Time

Additional Detail

Job Description: The Student Support Associate at Old Dominion University (ODU) serves as a frontline representative in a centralized, tiered support One Stop, with primary emphasis on providing high-quality customer service to current students and families. This position supports multiple functional areas across the institution including financial aid, registrar, student accounts, and military benefits and certification services, among others. The Associate is responsible for resolving student inquiries through in-person, phone, email, chat, and virtual channels while ensuring a seamless and student-centered experience. The role requires strong communication skills, problem-solving ability, professionalism, a commitment to student success, and the ability to escalate complex matters to the appropriate next tier per established protocols. This position may require work outside of standard business hours, including evenings, weekends, and holidays, based on operational needs. It also may require participation in outreach initiatives and campus events as needed. This is a non-supervisory position focused on service excellence, accuracy, and operational consistency.

Minimum Qualifications:

• Customer service excellence
• Ability to manage periods of peak volume regarding walk-ins, calls, emails, etc.
• Excellent verbal communication and active listening skills.
• Strong documentation and data entry accuracy.
• Ability to exercise sound judgment and make appropriate escalation decisions.
• Professional, positive, and student-centered.
• Strong written communication skills, with the ability to develop clear, concise knowledge base and reference materials.
• Demonstrate ability to work cooperatively in a team environment to accomplish individual and team goals.
• Working knowledge of computer technology and data entry, with preference in use of a Customer Relationship Management system; contact center technology, web conferencing; and Google & MSOffice products.
• Ability to understand, interact, and communicate effectively with people from diverse backgrounds
• Ability to work flexible hours including weekends during high volume times

Additional Considerations: Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force. Equal Opportunity Employer