Enrollment Communications Specialist

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.

Key Responsibilities

• 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

Knowledge, Skills & Abilities

• Must be able to interact with a variety of internal partners from Academic and Student Affairs to the Office of the President, communicating effectively and professionally
• Must possess excellent oral and written communication skills
• Must possess excellent customer service and public relations skills
• Must have knowledge of methods, procedures, practices and activities of the program area
• Ability to interpret and apply program rules and regulations
• Ability to rapidly acquire a general knowledge of the overall operation, functions and programs of the campus
• Ability to identify conflict, problem solve, and resolve student problems and concerns in the most efficient manner possible
• Knowledge of English grammar, business writing, punctuation and spelling
• Ability to collect, compile, analyze, and evaluate data and make verbal or written presentations based on these data
• Ability to advise students individually and in groups on routine matters where required
• Ability to 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
• Ability to 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
• Ability to recognize patterns in student inquiries and communicate those patterns to management
• Ability to prioritize inquiries across media to address time sensitive concerns with greater urgency
• Ability to identify and resolve student concerns with Enrollment processes and procedures
• Working knowledge of document types such as transcripts, forms, and test scores
• Ability to communicate with constituents in a professional and respectful manner
• General awareness of emerging technologies, including artificial intelligence (AI), and a willingness to develop skills in their appropriate, responsible, and ethical use in a higher education environment, consistent with institutional policies and practices

Required Qualifications

• Equivalent to 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

Preferred Qualifications

• 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 worked 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
• Excellent written and oral…