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Coordinator, Academic Support Services

Position Information

Position Details

Position Number 41242
Class Title Coordinator, Academic Support Services
Job Description

The Enrollment Coach is a professional position that provides high levels of support, coordination, and collaboration with partners in the Center for Distributed Learning, Academic Colleges, and Student Development and Enrollment Services to facilitate services for prospective UCF Online students. Through a coaching and case management philosophy model, the Enrollment Coach will provide consultative recruitment and enrollment services, facilitating information regarding all online programs at UCF.

Engages with prospective UCF Online students to provide accurate and timely information and support related to recruitment, admissions, residency, funding resources and financial aid, orientation, new student requirements, UCF Online requirements and policies, and program specific requirements.

Interfaces regularly with University Colleges, Departments, and Faculty, serving as liaison to prospective students to provide services with minimal transfers to other departments.

Utilizes multiple methods of communication (e.g., phone, email, instant messaging, video, social networking sites) to maintain consistent communication with prospective students, providing engagement with the university and awareness of student responsibilities.

Responsible for knowledge of information related to University, College, and Program policies and procedures, as well as information related to community resources to provide students with information and guidance, assisting students in making informed decisions.

Reviews and assists with admissions, enrollment services, and other related documents for prospective students as they apply to the University and their program.

Reviews and assists with admissions, enrollment services, and other related documents for prospective students as they apply to the University and their program.
Provide guidance to prospective students in navigating online systems for the university, such as the undergraduate and graduate admissions applications, MyUCF (PeopleSoft), e-mail, and Canvas, among others.

Ensures timely turnaround of services, meeting established service level agreements, unit benchmarks, customer service standards, and key performance indicators, while adhering to daily productivity metrics to ensure optimal performance. Follows an inquiry management plan to ensure consistent communication with prospective students.

Maintain a database of inquiry records in a customer relationship management system; provide tracking of prospects and applicants; assist with report submission of communication, prospect to applicant conversion, etc.

Works with online faculty, academic support units and prospective students, in developing and coordinating online enrollment processes and procedures to enhance enrollment services for UCF Online.

Interfaces regularly with colleges, departments, faculty, students and outside sponsoring agencies, as well as University administrative offices and outside vendors.

Responsible for maintaining privacy of confidential data and documents. Responsible to exercise judgment in disclosure of confidential data and adhere to UCF and Continuing Education policy.

Ability to communicate verbally and in written form and follow oral and written instructions. Ability to process information and reach a logical conclusion.

Minimum Qualifications

Master’s degree in an appropriate area of specialization; or a bachelor’s degree in an appropriate area of specialization and two years of appropriate experience.

Additional Minimum Requirements

Excellent written and oral communication skills.
Call center, sales, and/or customer service background.
History of using a CRM to manage student, client, or customer interactions.
Excellent organizational, multi-tasking skills and high level of attention to detail.
Ability to work well with others and perform duties with a high degree of integrity, confidentiality, and adherence to professional ethical standards.
Proficiency in Microsoft Office suite (e.g., MS Word and Excel) and desktop agent software (e.g., Finesse and Cisco Unified Call Center).
Ability to work under pressure of deadlines, goals, and/or time limitations.
Independent judgment and decision-making skills when assisting students in all areas of academic and student services.

Special Conditions

Applicants who apply to position #41242 will also be considered for positions #41288 and #41296.

The University of Central Florida is proud to be a smoke-free campus and an E-Verify employer.

Equal Employment Opportunity Employer

As an equal opportunity/affirmative action employer, UCF encourages all qualified applicants to apply, including women, veterans, individuals with disabilities, and members of traditionally underrepresented populations. UCF's Equal Opportunity Statement can be viewed at: As a Florida public university, UCF makes all application materials and selection procedures available to the public upon request.

FTE 1.0-Full-Time
Requisition Number 402991
Job Open Date 03/09/2018
Job Close Date 03/22/2018
Open until filled No
Division Academic Affairs
College/Area Information Technologies and Resources (ITR)
Department DDL- Center for Distributed Learning
Annual Salary Negotiable
Type of Appointment Regular
If Visiting A&P, please specify timeframe
Job Category A&P
Work Schedule

An 8-hour work week Monday – Friday ranging from 8 a.m. – 6 p.m. as scheduled.

Work Location Orlando (Main)
Quick Link

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have a master's degree in an appropriate area of specialization; or a bachelor's degree in an appropriate area of specialization and two years of appropriate experience?
    • Yes
    • No

Optional & Required Documents

Required Documents
Optional Documents
  1. Curriculum Vitae/Resume
  2. Cover Letter
  3. Other Doc 1
  4. Other Doc 2
  5. Other Doc 3
  6. Other Doc 4