Student Progression Coordinator

Purpose

The Student Progression Coordinator is the central point of contact for Student Success & Progression — Campus and Online alike. This is a cross-pod, front-of-house operations role; it does not carry a Lifecycle Pod assignment or an advising caseload. The Coordinator owns every incoming and outgoing communication channel — phone, the general Student Progression email inbox, and Student Hub walk-in traffic — answering what it can directly and routing everything else to the correct lifecycle Pod (Start, Persist, or Complete) or Progression Advisor, so Advisors can stay focused on advising rather than managing incoming traffic themselves. The Coordinator also directly supervises student worker support at the Student Hub front desk. This is a redesigned position that replaces the former Student Engagement Coordinator role and is intentionally narrower in scope — it does not include event programming, the Student Affairs Newsletter, or other student engagement initiatives.

Essential Duties & Responsibilities (those that must be performed with or without an ADA Accommodation):

Phone & Communications Triage (Inbound & Outbound)

• Answer all incoming calls to Student Progression.
• Place outbound calls to return voicemails and follow up on missed inbound contact attempts within the same business day.
• Support Pods with outbound calling capacity as needed — appointment reminders, missed-contact follow-up, and day-of confirmations for both Campus and Online students.
• Identify the nature of each call and route it to the correct lifecycle Pod (Start, Persist, or Complete), Progression Advisor, or outside department.
• Monitor the general Student Progression email inbox daily; answer routine inquiries directly and triage or forward anything requiring a Pod or Advisor promptly.
• Check voicemail on all Student Progression lines daily and return via outbound call, or forward the message to the correct recipient.
• Maintain a professional, courteous tone across every communication channel.
  
  

Front Desk & Walk-In Support (Student Hub)

• Greet all students who walk in to the Student Hub and determine the purpose of their visit.
• Answer general questions regarding student success procedures directly, or route to the correct Pod, Advisor, or department.
• Coordinate with Progression Advisors to confirm availability for walk-in students requesting an in-person meeting.
• Schedule advising appointments as needed for both Campus and Online students.
• Assist with outbound student outreach in the absence of an assigned Advisor.
  
  

Student Worker Supervision

• Supervise student workers assigned to the Student Hub front desk.
• Train student workers to assist in-person students only — answering general questions or directing students to the correct Pod, Advisor, or resource.
• Ensure student workers escalate any walk-in inquiry beyond their scope directly to the Coordinator or an available Advisor.
• Student workers do not manage phone calls, emails, or voicemail triage — these responsibilities remain with the Coordinator.
  
  

Administrative & Operational Support

• Coordinate and oversee the graduate audit program, ensuring timely and accurate scheduling of audited courses.
• Update and maintain communication trackers relevant to Student Progression operations, Campus and Online.
• Maintain the integrity of the Los Angeles Film School's policies and procedures.
• Manage the daily operations of the Student Hub front desk.
• Meet Coordinator performance metrics — call answer rate, same-day inbox triage, voicemail response, and walk-in response — as tracked in the SSP performance framework.
  
  

Non-Essential Duties & Responsibilities (those that must be performed with or without an ADA Accommodation):

• The following are performed by this role but are not essential functions. They may be reassigned, redistributed, or removed without fundamentally altering the position. An employee may request reassignment or removal of any function in this section as a reasonable accommodation.
• Proper handling of complaints — escalate issues needing further review to the Director of Student Progression.
• Route inquiries needing further review to the assigned Pod or Progression Advisor.
  
  

Role

Explicitly out of scope for this position (to maintain focus on communications and triage, the following should not be assigned to this role):

• Event Planning & Execution — all Student Engagement event programming (Club Cinema, Creative Lounge, Critical Thinkers Society, Global Connections, Troop Talks, etc.).
• Student Affairs Newsletter — newsletter curation and content coordination.
• Event Marketing & Flyer Distribution — flyer approval, design coordination, and campus distribution duties.
• Student Worker Event Assignments — student workers under this role support walk-in foot traffic only, not event staffing or planning.
  
  

Other Responsibilities

• Other duties as assigned by Manager, provided they do not displace or materially reduce capacity for the essential functions of the role.
  
  

Supervisory Responsibilities

• Supervises Student Workers assigned to in-person front desk support at the Student Hub.
• Reports to and escalates to the Director of Student Progression. Works closely with Progression, Retention, and Completion Advisors across all three Pods, and Campus/Online team leads.
  
  

Competencies | Knowledge | Skills | Abilities:

• Customer Service — delivers a consistently excellent, friendly experience to every student, caller, and visitor.
• Approachability — warm, positive, and easy to approach.
• Communication — strong verbal and written skills across phone, email, and in-person channels.
• Organization — manages a high volume of calls, emails, and walk-in traffic simultaneously without dropping requests.
• Triage & Judgment — quickly and accurately determines which Pod or Advisor an inquiry belongs to.
• Listening Skills — accurately captures the nature of a student's need before routing.
• Proactive Outreach — comfortable initiating outbound calls and supporting Pod outreach.
• Crisis Handling — able to professionally handle crisis situations with an upset student.
• Diverse Populations — able to work with diverse student populations across Campus and Online modalities.
• Supervisory Skills — able to train and supervise student worker staff effectively.
  
  

Education | Experience:

• Required: Associate degree required; Bachelor's degree preferred.
• Required: Prior experience in a customer service, front-desk, call-center, or student-facing administrative role.
• Required: Strong verbal and written communication skills across phone (inbound and outbound), email, and in-person channels.
• Required: Able to manage a high volume of incoming and outgoing calls, emails, and walk-in traffic simultaneously without dropping requests.
• Preferred: Experience in higher education, career-college, or online-program environments.
• Preferred: Experience training or supervising student workers or other entry-level staff.
• Preferred: Familiarity with a Student Information System (e.g., Anthology/CampusVue) or CRM platform.
• Preferred: Bilingual (English/Spanish) a plus.
  
  

Computer Skills

• Strong proficiency with PC (MS Word, Outlook, Excel, PowerPoint); ability to learn new programs as required.
• Preferred: Familiarity with a Student Information System (e.g., Anthology/CampusVue) or CRM platform.
  
  

Environmental Factors (are those that are required and performed with or without an accommodation):

• In-office presence required at the Student Hub. Standard office environment managing phone, email, and in-person traffic simultaneously; comfort with a high-interruption, high-volume environment.
  
  

Physical Demands (are those that are required and performed with or without an accommodation):

• Ability to sit and work at a computer for extended periods.
• Frequent use of a computer, keyboard, mouse, and other office equipment.
• Ability to communicate verbally and in writing.
• Occasional standing, walking, bending, reaching, and lifting/carrying of office materials or equipment as needed.
• Ability to perform the essential functions of the position with or without reasonable accommodation.
• Must be able to lift up to 10 lbs.
  
  

Emotional & Mental Demands (are those that are required and performed with or without an accommodation):

• Sustained, high-volume, high-interruption pace. Managing simultaneous calls, emails, and walk-ins without losing accuracy or warmth.
• First-line exposure to distressed or upset students. Often before a Pod or Advisor is available to take over.
• Rapid, accurate judgment under limited information. Determining the correct Pod or destination for each inquiry, often on the first sentence.
• Consistency of tone across the day. Maintaining the same patience and professionalism on the last interaction of a busy day as on the first.
• Concurrent supervision and service. Coaching student workers while simultaneously managing the front desk.
• Boundary of the role. The Student Progression Coordinator does not adjudicate complaints, grievances, or conduct matters, is not a clinical resource, and does not resolve advising, financial, or SAP matters directly. Routing those matters to the appropriate Pod, Advisor, or department — rather than attempting to resolve them at the front desk — is an essential function of the role.
  
  

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

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