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 effectively and professionally with a variety of internal partners from Academic and Student Affairs to the Office of the President.
• Possess excellent oral and written communication skills.
• Possess excellent customer service and public relations skills.
• Have knowledge of methods, procedures, practices and activities of the program area.
• Interpret and apply program rules and regulations.
• Rapidly acquire a general knowledge of the overall operation, functions and programs of the campus.
• Identify conflict, problem‑solve, and resolve student problems and concerns efficiently.
• Know English grammar, business writing, punctuation and spelling.
• Collect, compile, analyze, and evaluate data and present findings verbally or in writing.
• Advise students individually and in groups on routine matters.
• Recognize multicultural, multi‑gendered, and multi‑aged value systems and work accordingly.
• Use technology and software applications such as word processing, spreadsheets, database management, and communication tools.
• Advise students on complex student‑related matters; determine appropriate courses of action and proper techniques.
• 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.
• Possess working knowledge of document types such as transcripts, forms, and test scores.
• Communicate with constituents in a professional and respectful manner.
• Be aware of emerging technologies, including artificial intelligence, and develop skills for responsible and ethical use in a higher education environment.

• Graduate from a four‑year college or university in behavioral sciences, public or business administration, or a related field.
• Two (2) years of professional experience in a student services program area or related field; a master’s degree may substitute one year of experience.

• Bachelor’s Degree.
• Two (2+) years working in a student services position.
• Experience providing educational advising and counseling services to students.
• Knowledge of applicable university policies, procedures, and experience in an admissions or records environment, or a demonstrated ability to learn.
• Ability to analyze and interpret documents and requirements, and disseminate the information to other staff.
• Excellent written and oral communication skills.
• Knowledge of People Soft or ability to learn or be trained in a broad range of technology systems.

Classification:
Student Services Professional II

Anticipated…