Admissions Counselor

Hours:

Monday, Wednesday, and Friday 8:00 AM EST to 5:00 PM EST, Tuesday and Thursday 8:30 AM EST to 5 PM EST with a scheduled Saturday rotation.

Under the direction of the Admissions Supervisor, the Admissions Counselor I perform a full range of customer-service-oriented telephone and email support activities. Counsels prospective students on the admission process and opportunities at the University. Performs other related duties as assigned. Qualified applicants must be flexible and adaptable to changing environments. This position is non-exempt and eligible for overtime.

Additional duties may be assigned.

• Guides prospective students through the admission process by helping them to assess their skills, education, and career goals in order to choose the best college and education program within compliance standards set forth by the department and university.
• Reviews new student enrollments and records for accuracy, submission of required documents, and relevant information.
• Responsible for, but not limited to, logging in and out of the phone rotation, making scheduled callbacks, responding to internal and external communication via email/chat or phone in a timely manner.
• Follows all internal processes and procedures and accurately enters information in an internal database, including (but not limited to): contact information, academic information, detailed notes from interactions with current and prospective students, and documentation received from current and prospective students.
• Develops and maintains positive customer service relations by conducting customer needs assessment, meeting quality standards for service, and evaluating customer satisfaction through a high volume of inbound and outbound calls, emails, and other communication methods.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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• English Language
  - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Computer
  - Knowledge of basic computer processes including word processing, email, and web browsing. Proficiency using Microsoft Office Products (Word, Excel, and Outlook).
• Clerical
  - Knowledge of office administrative procedures including managing files and records, typing, and other office procedures.
• Customer and Personal Service
  - Knowledge of principles and processes for providing future students with personal services. This includes customer needs assessment, meeting quality standards for service, and evaluation of customer satisfaction.

• Problem Solving
  - Identifies, researches, and resolves problems in a timely manner;
  Gathers and analyzes information skillfully;
  Develops alternative solutions;
  Works well in group problem-solving situations;
  Uses reason even when dealing with emotional topics.
• Quality
  - Demonstrates accuracy and thoroughness;
  Looks for ways to improve and promote quality;
  Applies feedback to improve performance;
  Monitors own work to ensure quality.
• Dependability
  - Follows instructions and responds to management directions;
  Takes responsibility for own actions;
  Arrives to work as scheduled;
  Keeps commitments;
  Commits to long hours of work when necessary to reach goals;
  Completes tasks on time or notifies appropriate person with an alternate plan.
• Adaptability
  - Adjusts behavior and maintains composure when confronted with changing circumstances.
• Time Management
  - Manages one’s own time to accomplish assigned tasks.

• Written Expression
  - The ability to communicate information and ideas in writing so others will understand.
• Oral Expression
  - The ability to communicate information and ideas in speaking so others will understand.
• Oral Comprehension
  - The ability to listen to and understand information and ideas presented through spoken words and sentences.

Education & Experience

• Office equipment including computers, telephones, printers, faxes, and copiers.
• Software used to include Microsoft Word, Excel, Outlook, Blackboard, and internal database software.
• Secure and reliable internet is required for this position.

The work environment characteristics described here are representative of those an…