Admissions Counselor and Call Center Supervis

This position serves as the direct link between the College and prospective undergraduate students. This position will be a part of a student-centered Undergraduate Admissions Office, focused on serving students and families in the recruitment process. The Admissions Counselor will represent the College in articulating academic programs and the enrollment process, including admission and financial aid procedures, with all classifications of students served by the Admissions Office.

Admissions recruitment, counseling, outreach and application review are all significant functions of this position.

Essential Functions:

● Generates prospects, develops applications enrollment from an assigned territory through various recruitment strategies. This includes evening and weekend hours. (Standard shift noon-9PM Monday-Thursday and 8:30AM-4:30PM Fridays.)

● Plans and organizes assigned territory for optimal recruitment through a variety of outreach (calling, texting, emailing) and correspondence methods, individual appointments, alumni utilization & faculty/staff support.

● Serves as an admissions liaison between the Undergraduate Admissions Office and other campus departments as needed.

● Reviews and evaluates applications for completion, admission and scholarship decisions.

● Schedules and facilitates high school visits and attends college fairs in assigned territory, which may include major metropolitan areas.

● Completes travel itinerary (over an average ten-week period) within assigned territory. Monitors and submits travel and expense reports on a weekly basis.

● Demonstrates knowledge and expertise in all services available to students, including the admissions process, financial aid and scholarships, academic programs, athletic eligibility, campus life etc.

● Educates prospective students, families, educational groups etc. during on campus individual appointments as well as on and off campus group presentations.

● Attends all on-campus recruitment events including Information Sessions, Open Houses, Spectrum of Scholarship Competitions, special group visit initiatives, counselor outreach events, summer registration programs and parent programs.

● Attends off campus recruitment related events on an as needed basis. This includes senior awards nights, college decision making presentations and panel discussions on admissions related topics.

● Aids in the successful execution of auxiliary admission functions as needed

● Assists staff in the recruitment of nursing, international, dual enrollment and transfer students.

● Works assigned Saturdays to serve students unable to visit during the week.

● Maintains documentation and analytical tracking of territory through CRM tools.

● Works with direct admissions platforms and traditional applications to make admissions recommendations and decisions

● Supervises daily activities of part-time Outreach Specialists for our phone center, to ensure smooth operations and excellent service delivery.

o Monitors call performance metrics

o Schedules shifts and manages attendance of outreach specialists.

o Responsible for hiring of outreach specialists.

o Conducts regular team meetings, training sessions and one-on-one coaching.

o Helps handle escalated customer issues and ensures timely resolution

● Collaborate with management to develop and implement process improvements for phone center.

o Compiles and generates timely and accurate weekly statistical reports.

o Assists with prospect downloading, and calling list creation and maintenance. As well as troubleshooting and maintaining recruiter's phone and computer equipment needs.

o Assists in script writing for various outreach events.

o Ensure compliance with company policies, procedures and quality standards.

● Assists Advancement Office, Advantage Center and other departments on campus with telemarketing needs

o In coordination with the Advancement Office, takes the lead on the Admissions Champion Program outreach efforts

● Follows-up on all written and verbal correspondence including voicemail, e-mail, social media, texts and notice board contacts.

● Attends all admission staff meetings and is responsible for reporting on assigned projects…