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The Enrollment Services Specialists answer questions regarding all aspects of admissions and enrollment.
In particular, the Enrollment Services Specialist will provide information on admission policies and procedures to prospective, applied and recently accepted students, registration, academic and biographical records and issues related to on campus and online course enrollment. The staff person provides assistance with completing necessary admissions, enrollment and academic processes up through graduation. Additionally, staff assist students when new student orientation occurs in preparation of the start of a semester. The Enrollment Services Specialist will communicate with students via phone, email, and e-chat. This role ensures students are provided excellent customer service by investigating and providing relevant and consistent responses to their inquiries and educating them on their next steps, college processes, and available services. This position will support all customer service activities for Admissions, Enrollment Services and Student Success, as well as the college. The position assists in evaluating, implementing, and promoting customer service initiatives that support the strategic plan, goals and mission of the college.
This position must have strong typing skills and be able to record communications and update/maintain databases with appropriate information while interacting with callers, demonstrate a broad understanding of customer service issues and be able to work with diverse customers (students, parents, and community members), and college personnel. The Enrollment Services Specialist must have excellent oral and written communication skills, strong interpersonal skills, strong organizational skills, as well as the ability to establish priorities, meet deadlines, work independently and service as a member of a team in fast-paced environment. The Enrollment Services Specialist must have the ability to make decisions within the boundaries and responsibilities of the position, as well as be proficient in Microsoft Office Suite, email, Internet use, Banner, CRM systems such as Slate and an automatic call distribution system.
Specific Duties and Responsibilities:
Provide cross-functional services in the area of enrollment services to include admissions, registration, academic and biographical records, and issues related to campus and online course enrollment from the start of their academic career up through graduation. Provide assistance with completing necessary processes and refer to appropriate resources on campus as necessary. Provide excellent customer service within a high-volume Enrollment & Registration Services Call Center environment.
Public contact by counseling, advising, investigating, and problem-solving questions and issues from prospective, current and previous students, parents, faculty, staff, other college offices in all aspects of the admissions and enrollment process, including but not limited to in-depth registration, academic and biographical records, and issues related to campus and online course enrollment. Being responsible for charting each student in Salesforce and being logged in to our CRM/CMS system which students are queued for a better customer flow management
Providing counseling to students and parents with in-depth admissions and enrollment questions. Answering tier 1 questions regarding all aspects of enrollment, in particular about admissions, registration, academic and biographical records and issues related to on campus and online course enrollment. Assisting in our reinstatement process for each semester and which is completed after students are dropped out of classes.
Counsel students on a variety of issues during our New Student Orientation to enrollment and after, including but not limited to registration and academic records.
Community outreach (conducting calling campaigns for outreach to students to complete enrollment processes concerning registration as well as assisting with outreach to the departments on Office of the Registrar's processes.
Bachelor's degree and two years of related experience; or a combination of education and related experience.
Shift: 8:30 AM - 5:15 PM | Monday - Friday
Salary : $32,327
Pay Grade: 12
FLSA Status: Non-Exempt
Job Type: Full Time (Benefits Eligible)
Closing Date: 07/08/20, 11:59:00 AM
Preferred Hiring Qualifications:
Experience with FERPA and laws governing financial aid
Experience with Banner, Slate, or call center systems.
Minimum two years’ experience in an enrollment services environment or unit (i.e. financial aid, registrar, student accounts, academic records, admissions, etc.)
A resume is required for consideration. Finalist candidates will need to provide at least three professional references.
Company is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.
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