Associate Director of Enrollment Systems & Customer Service

About Us

Dalton State College delivers a transformational education experience in a community serving more than 5,000 students through its two campuses and online programs. A member of the University System of Georgia, we provide access to high-quality bachelor's degrees, associate degrees, and career and teaching certificate programs that are responsive to regional and state needs.

Located about 90 minutes from Atlanta and 30 minutes from Chattanooga, Dalton State is nestled in the foothills of the Appalachian Mountains in northwest Georgia and is surrounded by abundant outdoor recreation opportunities. We attract students from 35 countries and 26 states. Approximately half of our students are first-generation college students. Dalton State is Georgia's first federally-designated Hispanic-Serving Institution (HSI); through this designation, we administer a Title V and a Title III HSI STEM Grant program that benefit all students.

Our mission and values undergird our commitment to creating a sense of belonging for all students and to ensuring their success. Dalton State was ranked #1 in the nation for Student Experience in The Wall Street Journal/College Pulse 2024 Best Colleges in the U.S. rankings and the #2 most recommended institution in the country in 2025. In addition, we are proud to have been recognized in 2024 as one of 75 "Great Colleges to Work For" by Modern Think, along with an Honor Roll distinction.

Job Summary

This position is responsible for managing the provision of customer services for the Enrollment Services Office. It also occupies a uniquely cross functional vantage point within Enrollment Services, allowing the incumbent to see how processes across Admissions, Financial Aid, the Registrar, and Orientation intersect. Through its leadership of frontline service operations, the role identifies misaligned communications or inconsistent action steps in the student onboarding experience and serves as an advisor to these departments, helping to resolve barriers and improve the overall enrollment journey.

A complete application must include:

* Cover letter

* Resume

* List of three professional references: please include full name, job title, organization, phone number and email address, a brief description of relationship with reference. Include current and/or past employer.

Review of applications will begin on July 1, 2026. The position will remain open until filled.

Minimum Salary: $49,700

Benefits Include:

* Healthcare options

* Retirement option:
Teachers Retirement Systems (TRS) or Optional Retirement Plan (ORP)

* Tuition assistance

* $100 Well-being rewards

* 13 paid holidays

* Paid vacation and sick leave

* Paid parental leave

* Winter break (December holidays)

* USG Benefits

Responsibilities

Provides strategic leadership and operational oversight for customer service - 40%

* Supervises, trains, schedules, and evaluates customer service personnel to ensure effective coverage of the Welcome Center and Tier 2 service operations.

* Leads onboarding and ongoing professional development for customer service staff, including the delivery of annual training and performance evaluations.

* Oversees daily service delivery and directs responses to enrollment-related inquiries, escalating and resolving complex admissions, financial aid, and registration issues as appropriate.

* Serves as primary point of contact for escalated customer service concerns received via email, telephone, or in-person interactions, exercising judgment and discretion in resolution.

* Collaborates with students, parents, alumni, faculty, staff, and prospective students to resolve enrollment challenges and provide accurate, timely information.

* Advises students on institutional policies, processes, and regulations related to admissions, financial aid, and the registrar, and assists with completion of required documentation.

* Manages Call Center partnership, including review of weekly call reports and monthly invoices, development of training materials, and routine auditing of calls to ensure service quality and compliance.

* Implements service improvement strategies based on data trends, call audits, and customer feedback to enhance…