Customer Experience Coordinator (2 positions)

The Strategic Enrollment Management Operations (SEMOps) team supports the operational needs of the units that comprise Enrollment Management Planning, including the Office of Admissions, the Office of Financial Aid, and the Office of the Registrar. SEMOps provides centralized support across communications, data and reporting, compliance, and customer service, enabling these offices to focus on the strategic enrollment priorities and student success goals established by the University of South Florida.

Within SEMOps, the Customer Care unit manages a high volume of daily inquiries related to enrollment services, academic records, and general university information. The Customer Experience Coordinator is a complex administrative position that should maintain extensive knowledge of university enrollment requirements, policies and procedures in order to interpret and explain to prospective and current students regarding enrollment. The position will report to the Associate Director, Customer Care.
 

• Manage the front desk to handle walk-in customer support and provide customer service to students and parents throughout the admissions process. Manage email queues, provide backup phone support to the call center, manage outreach to students to help with document collection and completion.
• Coordinates admission application material submitted and records receipt. Respond to queries regarding status of applications and examine applications submitted for accuracy. Assist in completion of admission application files.
• Coordinate and manage effective responses to general questions regarding USF enrollment procedures and policies. Inform prospective students about enrollment procedures. Refer students, parents, and university staff to appropriate offices for enrollment related issues
• Audits student records and notifies current students and potential students of problems with their academic records
• Analyze data to determine marketing effectiveness and impact on applicant and enrollment objectives for targeted populations. Develops and utilizes various report and dashboards to aid in decision making and support the recruitment team. Compile and analyze statistical data for routine, periodic, and ad hoc reports.
• Attend on-campus recruitment events across all three campuses and provide admissions guidance through information sessions and presentations. Provide presentations to campus tours and offer customer service by answering questions and directing students and parents as necessary.
• Other duties as assigned.

Bachelor’s degree -OR- equivalent combination of education and experience.

Degree Equivalency Clause: Four years of direct experience for a bachelor’s degree.
• Senate Bill 1310- The Florida Senate (https://www.flsenate.gov/Session/Bill/2023/1310) is conditional upon meeting all employment eligibility requirements in the U.S.
• SB 1310: Substitution of Work Experience for Postsecondary Education Requirements
• A public employer may include a postsecondary degree as a baseline requirement only as an alternative to the number of years of direct experience required, not to exceed:
• (a) Two years of direct experience for an associate degree;
• (b) Four years of direct experience for a bachelor’s degree;
• (c) Six years of direct experience for a master’s degree;
• (d) Seven years of direct experience for a professional degree; or
• (e) Nine years of direct experience for a doctoral degree
• Related work experience may not substitute for any required licensure, certification, or registration required for the position of employment as established by the public employer and indicated in the advertised description of the position of employment.
• Minimum Qualifications that require a high school diploma are exempt from SB 1310.

Working at USF

With approximately 16,000 employees, the University of South Florida is one of the largest employers in the Tampa Bay area. We are dedicated to cultivating a talented, engaged and driven workforce that strives to be bold. Employees excel in USF‘s rich academic environment, which fosters their development and advancement. In 2025, Forbes recognized USF as one of Florida’s best large employers, ranked No. 1 among the state’s 12 public universities. Our first-class benefits package includes medical, dental and life insurance plans, retirement plan options, employee and dependent tuition programs, generous leave, and hundreds of employee perks and discounts.

About USF 

The University of South Florida is a top-ranked research university serving approximately 50,000 students from across the globe at campuses in Tampa, St. Petersburg, Sarasota-Manatee and USF Health. USF is recognized by U.S. News & World Report as a top 50 public university and the best value in Florida. U.S. News also ranks the USF Health Morsani College of Medici