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Title: Graduate Student Services Specialist

VP Area: Graduate Enrollment Management

Department: Recruitment & Retention-GEM

Work Schedule: Fixed daytime hours Monday-Friday

Telework Availability: Occasional Telework Available

FLSA Status: Non-Exempt

Employee Classification: Regular full-time (staff 30+ hours)

Hours per week: 40

Months per year: 12

Job Purpose:

The Student Services Specialist plays a pivotal role in supporting graduate students from initial onboarding through graduation. Reporting to the Associate Director of Graduate Student Services within the Graduate Enrollment Management (GEM) team, this position’s primary focus is working with current graduate students, ensuring a seamless student experience by coordinating onboarding processes for new students, promoting student success, supporting program growth, and strengthening collaboration between our graduate students, programs, and campus departments. With this type of work, we require this position to be available to work on campus with the opportunity to have a hybrid schedule.

Essential Functions:

• 50% - Student Support:
  • Serve as the primary point of contact for graduate students, guiding them through program and university processes, delivering exceptional customer service as the first line of support.
  • Onboard and orient new students, assigning advisors, introducing key systems like Zagmail, Canvas, and course registration.
  • Interpret and communicate academic policies and procedures clearly and accurately.
  • Maintain confidentiality of student records in compliance with FERPA.
  • Maintain timely, intentional communication with students from confirmation to graduation.
  • Identify and address student concerns to support retention and success.
  • Assist with course planning, registration, and enrollment follow-up.
  • Support faculty and students during on-campus and online immersion experiences.
  • Help students navigate university systems, including the LMS (Canvas).
  • Assist with planning and execution of all-student orientations (on-campus and online), as well as smaller program-specific orientations (when applicable).
  • Collaborate with the Asso. Director for Strategic Initiatives & Communications and GEM’s Marketing team to develop and implement student communication plans, including CRM messaging and social media outreach. - (Essential)

• 25% - Retention:
  • Ensure that all graduate students feel connected to the Gonzaga community.
  • Recognize problematic or ineffective processes and suggest solutions that will help programs retain their students.
  • Accurately track registered and unregistered students including those who have not enrolled for a semester or more.
  • Communicate with unregistered students, checking in with them and assisting them to enroll in courses and progress towards graduation.
  • Actively promote campus resources such as the offices of Career and Professional Development, Disability Access, Library Services and others.
  • Inform GEM colleagues, Dean’s and Faculty Program Directors of enrollment and retention numbers as requested (e.g., pacing towards goals).
  • Review previous semesters’ data to suggest improvements. - (Essential)

• 20% - Faculty & Staff Collaboration:
  • Serve as a liaison between faculty and student services in collaboration with school/college staff.
  • Generate and analyze reports (e.g., PowerBI, Salesforce) on student status, including enrollment, probation, withdrawals, and graduation, to identify trends, support data-informed decision-making, and proactively address student needs.
  • Proactively engage with deans, chairs, and program directors to understand evolving program needs.
  • Attend faculty meetings to stay informed and share student services insights.
  • Support faculty and the schools’ staff in guiding students through academic progress and degree completion.
  • Maintain accurate student records and coordinate paperwork with key offices (e.g., Registrar, Financial Services).
  • Monitor student participation and coordinate follow-up with faculty as needed.
  • Collaborate with campus partners involved in the graduate student experience (e.g., Registrar, International Student and Scholar Services, Student Financial Services, Enrollment Operations, etc.) - (Essential)

• 5% - General Administrative Duties:
  • Conduct progression planning audits to support student success.
  • Monitor and suggest updates for graduate student services web pages (Gonzaga.edu, MyGU.edu).
  • Track academic calendars (main and program-specific) and recommend edits as needed. -Ensure data accuracy across systems; escalate discrepancies appropriately.
  • Collaborate with GEM colleagues and university partners to support operations.
  • Communicate effectively using Outlook, Zoom, and Teams.
  • Represent Graduate Student Services in public settings and events (e.g., orientations, immersions).
  • Provide training and guidance to colleagues or student workers. (Essential)

• Additional Duties as Assigned by the Department

Educational Requirement:

Bachelor's Degree

Years of Related Experience Requirement:

1 year

In lieu of the educational qualifications, candidates may qualify with equivalent professional experience at a ratio of one year of experience for each year of required education. 

Certifications and/or Licensures:

Skills & Abilities:

• One year of experience in education, program enrollment, advising, admissions, marketing, public relations, or a related area with preference given to those with direct student services experience. Experience can include internships.
• Excellent verbal and written communication skills, high level of customer service acumen.
• Planning and organizational skills, including the ability to maintain electronic records and files.
• Ability to work in an environment that requires self-direction and motivation.
• Strong interpersonal skills and the ability to prioritize work.

Preferred Qualifications:

• Experience in higher education preferred.
• Experience with Salesforce as a higher education solution a plus!
• Program enrollment, advising, or admissions experience with demonstrated successful results, particularly in the areas of managing registration, retention, advising and student concerns.
• Familiarity with the needs of adult learners and graduate students.
• Bilingual

Physical & On-Campus Requirements:

In-Office Presence - Ability to work on-site in typical office setting and participate in in-person meetings with colleagues: 5 days/week

Standing/Sitting - Ability to remain in a stationary position for a prolonged period: Daily (>75% of time)

Walking - Ability to move about on foot to accomplish tasks: Daily (>75% of time)

Lifting/Carrying - Ability to move or transport objects up to a specified weight (e.g., 50 pounds): Often (50%-75% of time)

Attention to Detail - Ability to focus on detailed tasks for extended periods: Daily (>75% of time)

Problem-Solving - Ability to identify and resolve issues effectively: Daily (>75% of time)

The budgeted salary range that the University reasonably expects to offer for this position: $20.60/hourly

Pay Range:

Minimum Salary (Non-Exempt): $20

Midpoint Salary (Non-Exempt): $23.26

Maximum Salary (Non-Exempt): $26.53

Is this position eligible for relocation reimbursement or a signing bonus?: False