Specialist I, Enrollment Services

Enrollment Services Specialist

The Enrollment Services Specialist (ESS) serves as the main point of contact for incoming Lake-Sumter State College students and as a guide for a variety of services throughout the College. The primary focus for the ESS is on new applicants as they navigate initial program selection, financial aid, and enrollment. Beyond this, the ESS will provide guidance and support to continuing students as they seek a variety of supports and resources offered by the College and throughout our community.

The ESS receives multi-channel inquiries (in-person, virtual, phone, email, chat, SMS, etc.) and uses professional judgment in providing guidance and resolution to new and continuing students. Through all communication and interactions, the ESS is expected to contribute to the mission of transforming lives and futures throughout the community and to demonstrating LSSC's core values of Caring, Communication, Collaborating, and Celebrating when interacting with students, employees, visitors, and community members.

This position will support the strategic goal of student learning and success by equipping students with the knowledge, skills, and confidence necessary to achieve their career goals. Through intentional advising, targeted programming, and strategic partnerships, this position directly impacts student retention, completion, and post-graduation employment outcomes.

Essential Duties & Responsibilities

Include, but are not limited to the following:

• Provide in-depth knowledge regarding enrollment processes, educational programs, and college policies.
• Provide exceptional customer service to a diverse community of students and staff.
• Receive and assess supporting documentation, including transcripts, residency information, financial aid, and other pertinent enrollment documents.
• Screening and assessment of individual student needs to help determine appropriate resources & services.
• Provide guidance on the federal financial aid application process, eligibility, and award status.
• Provide general academic advising utilizing the college catalog, guided pathways, and DegreeWorks.
• Make full use of college technology to input and retrieve data, access reference materials, and communicate effectively with students and staff.
• Orient students to college technology and policy.
• Independently responds to inquiries appropriately to ensure that student needs and questions are addressed in an accurate, professional way. Resolves routine inquiries and escalates more in-depth issues as required.
• Collaborate interdepartmentally to efficiently meet student needs.
• Make appropriate referrals to other College departments, including academic advising, financial aid, career development, student accessibility services, learning support, etc.
• Provide support within the Enrollment and Student Affairs Division, as appropriate (i.e., NSARs, Quick Enrolls, Graduation, Open Houses).
• Maintain accurate records of student engagements with the College CRM.
• Utilize and maintains proficiency in a variety of software systems and technology tools necessary to support departmental and organizational operations.
• Maintain student confidentiality in accordance with FERPA regulations.
• Contribute to the college's enrollment and retention goals, as appropriate.
• Ability to assume new job duties that align with the goals and organizational structure of the college.
• Perform other duties as assigned.

Knowledge, Skills, & Abilities

• Proficiency in Microsoft and other college software systems.
• Exceptional interpersonal and communication skills.
• Excellent problem-solving & customer service skills.
• Excellent organization and administrative skills.
• Knowledge of college policies and federal regulations related to student employment.
• Ability to work collaboratively with various stakeholders, including students, faculty, and staff.
• Ability to work with minimal supervision.
• Promote a common purpose consistent with the College's stated goals and demonstrate a commitment to students and the learning environment.
• Possess knowledge of general written standards and procedures utilized, and have the ability to read, interpret, and follow procedural and policy manuals related to the job tasks.
• Demonstrate the ability to respond to supervision, guidance, and direction in a positive, receptive manner and follow stated policies.
• Deliver exceptional customer service by fostering a welcoming and supportive environment.
• Present a professional image in words, actions, and attire.
• Conduct oneself in a manner consistent with the College's standards of ethical conduct.
• Apply effective techniques to establish and maintain working relationships, fostering collaboration to achieve common goals; effectively communicate and collaborate with others to achieve shared objectives.
• Demonstrate the skills necessary to examine situations and processes, making recommendations for improvement critically.
• Strong service orientation and ability to effectively work as a member or leader of a team by cooperating with others, offering to help others when needed, and considering larger organizational goals rather than individual concerns. Includes the ability to build &/or support a constructive team spirit where members are committed to the goals and objectives of the organization.
• Plan, organize, and successfully multitask to meet multiple deadlines and frequently new work tasks within required timeframes. Proven flexibility to successfully work on a variety of projects quickly and accurately.
• Effectively manage change and adaptability.
• Adheres to all workplace safety rules, safety laws, regulations, standards, and practices
• Ability to work various hours, including nights, early mornings, and weekends
• Ability to travel amongst various campuses and attend College events, on or off campus, as required.

Minimum Qualifications & Education

• Required: Associate's degree + Less than 2 years of related experience or bachelor's degree + 1 or more years of related experience.
• Preferred: Master's degree
• Experience with higher education student services.

Job Statuses and Requirements

Hiring Note: New employees may start as an ESS I or ESS II, depending on qualifications.

Enrollment Services Specialist I (ESS I)

• Requirements: Associate's Degree + Less than 2 years of related experience.
• Promotion to ESS II: ESS I employees who meet the ESS II requirements based on education or experience attainment must submit a written request to the VP-ESA and department head outlining accomplishments and growth interests. Promotions will take place in August or January, whichever comes first, pending approved budgets.

Enrollment Services Specialist II (ESS II)

• Requirements: Associate's Degree + 2 or more years of related experience or Bachelor's Degree and any amount of experience, related or not.
• Promotion to SESS: ESS II employees in good standing (satisfactory or above on annual performance evaluations) for 2 consecutive years must submit a written request to the VP-ESA and department head outlining accomplishments, professional development, and career interests. Professional Development must include the successful completion of AACRAO's Admissions Counselor Recruiter 101 Class. Promotions will take place in August or January, whichever comes first, pending approved budgets.

Senior Enrollment Services Specialist (SESS)

• Requirements: Commitment to additional professional development, peer training, supervision of student assistants, and coordination of special projects.

Benefits

Lake-Sumter State College provides a wide range of affordable, competitive, and comprehensive benefits that are a vital part of your total compensation package. These programs are centered around health and wellness, financial security, and professional development.

Lake-Sumter State College