Admissions Counselor and Call Center Supervis

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Grand Rapids, MI, US

• 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 program, 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.
  • Monitors call performance metrics
  • Schedules shifts and manages attendance of outreach specialists.
  • Responsible for hiring of outreach specialists.
  • Conducts regular team meetings, training sessions and one-on-one coaching.
  • Helps handle escalated customer issues and ensures timely resolution
• Collaborates with management to develop and implement process improvements for phone center.
  • Compiles and generates timely and accurate weekly statistical reports.
  • Assists with prospect downloading, and calling list creation and maintenance. As well as troubleshooting and maintaining recruiter’s phone and computer equipment needs.
  • Assists in script writing for various outreach events.
  • Ensure compliance with company policies, procedures and quality standards.
• Assists Advancement Office, Advantage Center and other departments on campus with telemarketing needs.
  • 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 voicemails, e-mail, social media, texts and notice board contacts.
• Attends all admission staff meetings and is responsible for reporting on assigned projects and territory.
• Keeps current on trends in higher education.
• Keeps current on college-wide developments and new program opportunities.
• Performs other duties as assigned.

• Must have a Bachelor’s Degree from an accredited college/university or two years of college and two years of direct admissions experience.
• Must have prior experience demonstrating ability to plan, be organized, and interact effectively with students and their…