Job Description

RUSVM

Ross University School of Veterinary Medicine (RUSVM) is the number one provider of Doctors of Veterinary Medicine (DVMs) to the U.S.* and offers a DVM program that is accredited by the American Veterinary Medical Association Council on Education. Located on St. Kitts, RUSVM includes the Ross University Veterinary Clinic and is accredited by the American Animal Hospital Association. A cutting-edge curriculum, with innovative use of technologies and simulations, provides the best possible training for tomorrow’s veterinarians.

RUSVM prepares students to become veterinary leaders by drawing connections among animals, people and the planet, as a member of the One Health Initiative. We offer research programs focused on emerging infectious and zoonotic diseases, conservation medicine and ecosystem health. Visit veterinary.rossu.edu for more information, and follow RUSVM on Instagram, Facebook and LinkedIn

*Based on the total number of DVM graduates at RUSVM compared to U.S. schools in 2024.

The Department of Student Experience at Ross University School of Veterinary Medicine (RUSVM) delivers programs and support services designed to help veterinary students successfully complete their studies and graduate as practice-ready professionals.

As part of the Student Experience team, the Student Services Representative plays a key role within the Student Service Center (SSC), providing high-quality, student-centered support through in-person, email, and other communication channels. The SSC assists students with a wide range of inquiries, including billing, financial aid, and academic processes, and serves as the primary point of contact for questions, concerns, and challenges.

Working collaboratively with colleagues across both on-island and stateside teams, the Student Services Representative helps ensure timely resolution of student issues, effective referrals, and a consistently high standard of service. This position reports to the Student Service Center Manager and contributes directly to delivering an exceptional student experience.

Essential Duties and Responsibilities

• Deliver outstanding, student-focused service as a core priority of the Student Experience team.
• Serve as a primary point of contact at the SSC, ensuring consistent coverage during service hours.
• Develop and maintain a strong understanding of student-facing processes to effectively address inquiries, resolve issues, and direct students appropriately.
• Process student payment transactions in accordance with university financial procedures, including daily reconciliation.
• Track, monitor, and support timely resolution of student concerns and challenges.
• Contribute to the development and maintenance of a knowledge base of university policies and procedures.
• Participate in ongoing training to enhance proficiency in SSC systems and tools.
• Monitor individual service performance and student satisfaction metrics to support continuous improvement.
• Engage in professional development opportunities and participate in university committees as appropriate.
• Foster a positive and collaborative work environment.
• Perform additional duties as assigned.

Student Services Representative – Additional Responsibilities

• Lead or support special projects aligned with individual strengths and interests, in collaboration with the SSC Manager.

Qualifications

• Education and/or relevant experience in higher education, business, project management, or a related field.
• Minimum of two years’ experience in a student services or customer-facing role, preferably in higher education.
• Proficiency with computer-based systems and ability to learn new technologies quickly.
• Experience working with diverse populations.
• Strong problem-solving skills and ability to work collaboratively in a team environment.
• Excellent verbal and written communication skills, with professionalism and diplomacy.
• Demonstrated ability to effectively resolve customer service issues.
• A positive, student-focused approach and commitment to supporting student success.

Additional Information

Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation