Admissions Communications Counselor

Job Summary

Reporting to the Associate Director of Enrollment Management Communication, the Admission Communication Counselor supports the full communication cycle from pre‑application through enrollment. This role serves as a key point of contact for prospective and admitted students and their families, providing accurate and timely information via phone, email, chat, social media, and other communication technologies. The incumbent maintains expert knowledge of CSU and SJSU admission policies and processes and helps guide students through application, admission, and enrollment steps.

• Provide timely and accurate information to students and families regarding recruitment, application, admission, and enrollment processes
• Explain the Cal State Apply  application process and MySJSU account requirements
• Communicate with students through phone, email, live chat, Chatbot, social media, and other platforms
• Review and verify submitted documents to determine admission eligibility
• Interpret and apply CSU, Chancellor’s Office, federal, and campus admission policies
• Assist students in resolving concerns related to application or admission status
• Troubleshoot MySJSU student account issues
• Collaborate with Enrollment Management, Graduate Admissions, and other campus departments to address student inquiries
• Document communication workflows and maintain accurate records
• Participate in departmental meetings and ongoing training related to policy and process updates

• Interact with a variety of internal partners from Academic and Student Affairs to the Office of the President, communicating effectively and professionally
• Excellent oral and written communication skills
• Strong customer service and public relations skills
• Knowledge of methods, procedures, practices and activities of the program area
• Ability to interpret and apply program rules and regulations
• Rapid acquisition of general knowledge of campus operations, functions and programs
• Identify conflicts, solve problems and resolve student concerns efficiently
• Knowledge of English grammar, business writing, punctuation and spelling
• Collect, compile, analyze and evaluate data; make verbal or written presentations based on these data
• Advise students individually and in groups on routine matters where required
• Recognize multicultural, multi‑gendered, and multi‑aged value systems and work accordingly
• Knowledge of technology and software applications such as word processing, spreadsheet, database management, and communication tools
• Advise students individually and in groups on complex student‑related matters; determine appropriate courses of action and proper techniques to utilize while engaged with individuals in personal interactions
• Recognize patterns in student inquiries and communicate those patterns to management
• Prioritize inquiries across media to address time‑sensitive concerns with greater urgency
• Identify and resolve student concerns with Enrollment processes and procedures
• Working knowledge of document types such as transcripts, forms, and test scores
• Quickly learn and adapt to new policies and procedures; consistently and accurately communicate those changes out to students, families and campus constituents using a variety of media
• Communicate with constituents in a professional and respectful manner

• Graduation from a four‑year college or university in one of the behavioral sciences, public or business administration or a job‑related field
• Two (2) years of professional experience in one of the student services program areas or in a related field; a master’s degree in a job‑related field may be substituted for one year of professional experience

• Bachelor’s Degree
• Two (2+) years working in a student services position
• Experience working with students, providing education advising and counseling services
• Knowledge of applicable University policies, procedures, and experience in an educational environment in either Admissions or Records, or a demonstrated ability to learn
• Ability to analyze and interpret documents and requirements, and be able to disseminate information to other staff
• Excellen…