Salary and Benefits

Salary Range: $4,482.00 per month to $6,342.00 per month. PLEASE NOTE: The starting salary placement depends on qualifications and experience and is anticipated to be in the range of $4,482.00 per month to $5,412.00 per month.

Cal State East Bay offers a broad range of benefits that includes medical, dental, vision, retirement (CalPERS), 401k, 457, 403(b), dependent and health care reimbursement accounts, life insurance, vacation and sick, 14 paid holidays, one personal holiday and tuition fee waiver.

For more information on the benefits program, please visit our benefits website. The CSU Total Compensation Calculator demonstrates the significance of our benefits package.

This position may be eligible to participate in the Cal State East Bay hybrid telecommute program subject to management approval. 

Classification

Student Services Professional IB

About Cal State East Bay

Cal State East Bay's beautiful main campus is located in the Hayward hills with panoramic views of the San Francisco Bay shoreline. Situated above the city of Hayward, the campus offers an ideal setting for teaching and learning and yet easy access to the many cities along the bay. The University has a satellite campus in Concord, a professional development center in Oakland and a significant presence online. Founded in 1957, Cal State East Bay is one of 23 universities of the California State University system (CSU). Cal State East Bay is recognized as a regionally engaged and globally oriented university with a strong commitment to academic innovation, student success, engaged and service learning, diversity, and sustainability.

About the Position

Please Note: Review of applications will begin on August 15, 2025.

University Extension (UE) organizes and offers educational programs to matriculated and non-matriculated students at the University. It is wholly self-supporting, functioning without general fund support. UE develops and maintains self-support programs from inception to marketing and finally to implementation. UE consists of multiple sub-centers: The American Language Program; the Center for International Education; Concord Campus, Online Teaching and Learning.

The Student Support Coordinator assists with all aspects of student services within Continuing Education (CE) including enrollment, payment, withdrawal, and graduation. In addition, this role responds to CE's SalesForce cases is PeopleSoft proficient and provides a high-touch service to both our potential and current students. A strong emphasis is placed on student services and advising through customer service and professional communication while coaching students on what courses to take and how to graduate/complete their program.

Responsibilities

 Student Support

• Perform student related functions in PeopleSoft, including:
• Build student program/plan stacks, as needed.
• Review student fees and refunds to ensure account calculates correctly.
• Quick admit students, as needed.
• Review all registration audit reports and troubleshoot/correct all problems.
• Process student withdrawals.
• Maintain up to date information/training in PeopleSoft.
• Troubleshoot/correct all payment issues and alert supervisor as necessary if situations escalates.
• Work closely with the Accounting Office and Enrollment for troubleshooting and answering inquiries about student records.
• Act on behalf of students when dealing with Program Coordinators, Finance Managers,and caseworkers for various grant and scholarship programs (East Bay Works, WIA, Department of Rehabilitation, Job Training Center, etc.).
•  Assist with processing purchase orders, and ensure that registrations and payments are processed in a timely manner.
• Contact students when problems arise, and assist with phone queries, as needed.
• Contact students with routine communication.
• Course start dates.
• Course completion deadlines.
• Course cancellation / reschedule, etc.
• Monitor and respond to general CE mailbox.
• Communicate problems or trends to supervisor to adjust program offerings to meet student demands.

Student Advising

• Respond to SalesForce cases for Continuing Education programs with personal communication to potential student.
• Communicate to students within our enrollment pipelines (help to manage leads to follow-up with people).
• Assist with analyzing and tracking student progress, advising students as needed to ensure successful completion of program.
• Maintain up to date information/training in SalesForce.
• Continuously look for new and innovative ways to utilize SalesForce to track student success.
• Review, approve, and create certificates to be awarded to students.
• Utilize database to track certificate completions.

Alumni Support

• Work with marketing department and program coordinators to create and maintain select social media groups for alumni.
• Liaise with AACE and campus Alumni Association to support our graduates.
• Maintain purposeful communication with program alumni.
• Communicate with alumni via surveys and job postings.
• Maintain up-to-date records of alumni contact and employment information
• Report to interested parties on employment / success rate of CE program graduates
• Assist with the development of reports and tracking of data to expand alumni support services.

Student Outreach and Recruitment

• Attend outreach/recruitment events (ex. Job Fairs, Career Fairs, College Fairs, etc. and represent CE programs.
• Assist with marketing of UE programs in local unemployment offices, one-stop career centers, and military installations.

Organizational Citizenship

• Maintain familiarity with general CE policies, procedures, and programs, as well as general knowledge of Cal State East Bay policies, procedures, programs, and organization.
• Promotes and instills a strong culture of teamwork by working together safely, effectively, and respectfully with all associates.
• Ensures continuity of services during periods of staffing shortages or unanticipated increases in unit workload.
• Actively promotes honesty, integrity, respect, and care for every person, ensuring a welcoming campus environment, and striving to help every member of our campus family, including partners, learners and clients, feel a strong sense of belonging.
• Shows a commitment to fostering a diverse, equitable, and inclusive work and learning environment.
• Serves on committees and work groups for CE and/or the University.

Minimum Qualifications

Knowledge and Abilities: Working knowledge of the methods and problems of organization and program management; research and interviewing techniques; principles of individual and group behavior; the ability to rapidly acquire such knowledge of the organization, procedures and activities of the specific campus to which the position is assigned; and the basic principles, practices and major trends in the Student Services field to which assigned. Ability to rapidly acquire a working knowledge of the specific objectives of the campus Student Services program and its relationship to the total campus operation; interpret and apply program rules and regulations; gather and analyze data; reason logically, draw valid conclusions and make appropriate recommendations; present clear and concise information orally and in written reports; and establish and maintain cooperative working relationships with faculty, CSU administrators, student organizations and other private and public agencies.

Experience: Possession of these knowledge and abilities is typically demonstrated through the equivalent of one year of experience in professional Student Services work at the entry trainee level. Equivalent amounts of graduate level job‑related education may be substituted for the required experience.

Education: Equivalent to graduation from a four-year college or university in one of the behavioral sciences, public or business administration, or a job‑related field. Additional specialized experience during which the applicant has acquired and successfully applied the knowledge and abilities shown above may be substituted for the required education on a year‑for‑year basis.

 Preferred Skills and Knowledge

•  Equivalent to graduation from a four-year college or university, preferably with courses in adult education and curriculum planning.
• Working knowledge of the practices, procedures and activities of CE and assigned Special Sessions programs.
• Professional experience in program support or a related field strongly preferred, including three or more years of progressive office experience and two or more years of customer service experience.
• Ability to establish and maintain cooperative working relationships with CSU staff, administrators, student organizations, both private and public agencies, including the US government.
• Ability to assess timelines and establish appropriate deadlines within the constraints of the University registration calendar; 
• Ability to fill in for staff to assist or complete their work, if needed.
• Ability to work in a diverse environment, with employees of other University departments and colleges.
• High level of skill in establishing strong, positive rapport with students.
• Must be proficient in the following software:
  • Microsoft Suite
  • Google Apps
  • PeopleSoft
  • Salesforce

Condition(s) of Employment

Satisfactory completion of a background check (including LiveScan, as appropriate), that may include, but is not limited to: criminal records check, verification of academic credentials, licenses, certificates, credit history, professional references and/or verification of work history is required for employment.  Cal State East Bay will issue a conditional offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Unsatisfactory results may also affect the continued employment of current Cal State East Bay employees who were conditionally offered the position.

All background checks are conducted through the university's third party vendor, Accurate. LiveScan is conducted through the University Police Department.

EEO Statement

All university programs and activities are open and available to all regardless of race, sex, color, ethnicity or national origin. Consistent with California law and federal civil rights laws, Cal State, East Bay provides equal opportunity in education and employment without unlawful discrimination or preferential treatment based on race, sex, color, ethnicity, or national origin. Our commitment to equal opportunity means ensuring that every student and employee has access to the resources and support they need to thrive and succeed in a university environment and in their communities. The CSU complies with Title VI of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act, the California Equity in Higher Education Act, California’s  Proposition 209 (Art. I, Section 31 of the California Constitution), other applicable state and federal anti-discrimination laws, and CSU’s Nondiscrimination Policy. We prohibit discriminatory preferential treatment, segregation based on race or any other protected status, and all forms of discrimination, harassment, and retaliation in all university programs, policies, and practices.

Other Information

All California State University campuses, including Cal State East Bay, are smoke and tobacco-free.  For more information, please visit our website here.

In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, the Cal State East Bay Annual Campus Security Report is available here. 

Sponsorship

Cal State East Bay is not a sponsoring agency for Staff or Management positions and we are not an E-Verify employer.

Mandated Reporter

The incumbent in this position may be considered a mandated reporter under the California Child Abuse and Neglect Reporting Act and will be required to comply with requirements set forth in the CSU Executive Order 1083 as a condition of employment.