Admissions Counselor and Call Center Supervis

Job Description

Job Description

This position serves as the direct link between the College and prospective undergraduate students. This position will be a part of a student-centered Undergraduate Admissions Office, focused on serving students and families in the recruitment process. The Admissions Counselor will represent the College in articulating academic programs and the enrollment process, including admission and financial aid procedures, with all classifications of students served by the Admissions Office. Admissions recruitment, counseling, outreach and application review are all significant functions of this position.

Essential Functions:

● Generates prospects, develops applications enrollment from an assigned territory through various recruitment strategies. This includes evening and weekend hours. (Standard shift noon-9PM Monday-Thursday and 8:30AM-4:30PM Fridays.)

● Plans and organizes assigned territory for optimal recruitment through a variety of outreach (calling, texting, emailing) and correspondence methods, individual appointments, alumni utilization & faculty/staff support.

● Serves as an admissions liaison between the Undergraduate Admissions Office and other campus departments as needed.

● Reviews and evaluates applications for completion, admission and scholarship decisions.

● Schedules and facilitates high school visits and attends college fairs in assigned territory, which may include major metropolitan areas.

● Completes travel itinerary (over an average ten-week period) within assigned territory. Monitors and submits travel and expense reports on a weekly basis.

● Demonstrates knowledge and expertise in all services available to students, including the admissions process, financial aid and scholarships, academic programs, athletic eligibility, campus life etc.

● Educates prospective students, families, educational groups etc. during on campus individual appointments as well as on and off campus group presentations.

● Attends all on-campus recruitment events including Information Sessions, Open Houses, Spectrum of Scholarship Competitions, special group visit initiatives, counselor outreach events, summer registration programs and parent programs.

● Attends off campus recruitment related events on an as needed basis. This includes senior awards nights, college decision making presentations and panel discussions on admissions related topics.

● Aids in the successful execution of auxiliary admission functions as needed

● Assists staff in the recruitment of nursing, international, dual enrollment and transfer students.

● Works assigned Saturdays to serve students unable to visit during the week.

● Maintains documentation and analytical tracking of territory through CRM tools.

● Works with direct admissions platforms and traditional applications to make admissions recommendations and decisions

● Supervises daily activities of part-time Outreach Specialists for our phone center, to ensure smooth operations and excellent service delivery.

o Monitors call performance metrics

o Schedules shifts and manages attendance of outreach specialists.

o Responsible for hiring of outreach specialists.

o Conducts regular team meetings, training sessions and one-on-one coaching.

o Helps handle escalated customer issues and ensures timely resolution

● Collaborate with management to develop and implement process improvements for phone center.

o Compiles and generates timely and accurate weekly statistical reports.

o Assists with prospect downloading, and calling list creation and maintenance. As well as troubleshooting and maintaining recruiter’s phone and computer equipment needs.

o Assists in script writing for various outreach events.

o Ensure compliance with company policies, procedures and quality standards.

● Assists Advancement Office, Advantage Center and other departments on campus with telemarketing needs

o In coordination with the Advancement Office, takes the lead on the Admissions Champion Program outreach efforts

● Follows-up on all written and verbal correspondence including voicemail, e-mail, social media, texts and notice board contacts.

● Attends all admission staff meetings and is responsible for reporting on assigned projects and territory.

● Keeps current on trends in higher education.

● Keeps current on college wide developments and new program opportunities.

● Perform other duties as assigned

Qualifications:

● Must have a Bachelor’s Degree from an accredited college/university OR two years of college and two years of direct admissions experience.

● Must have prior experience demonstrating ability to plan, be organized, and interact effectively with students and their families. Experience as a student ambassador, student tour guide, or leading student activities is a plus.

● Call center experience preferred.

● Must have experience working with diverse populations

● Must have demonstrated ability to self-motivate

● Must have strong oral and written communication skills, including public speaking

● Must be able to communicate effectively with varied constituencies such as high school counselors, teachers and principals, faculty, coaches and a variety of other college staff as well as alumni

● Must be able to use databases including tracking, reporting, and analyzing data. Experience working with CRM and SIS systems preferred (in particular Slate and Colleague experience).

● Must have knowledge of marketing principles and/or experience with social media.

● Must be willing to step beyond prescribed role as needed to support the efforts of the admissions team in pursuit of its goals.

● Must demonstrate commitment to collaboration and creative problem solving.

● Must demonstrate commitment to Aquinas’s mission.

● Must have a valid Driver’s License.

● Must be able to travel within MI, IN, OH and IL.

● Must be able to work unconventional hours, including weekend and night hours as needed.

● Must be able to thrive in a fast-paced team environment.

● Must be able to perform the essential functions of the job with or without reasonable accommodation

Aquinas College, an inclusive educational community rooted in the Catholic and Dominican traditions, provides a liberal arts education with a global perspective, emphasizes career preparation focused on leadership and service to others, and fosters a commitment to lifelong learning dedicated to the pursuit of truth and the common good.

Aquinas College is recognized as the exceptional Catholic liberal arts college that prepares individuals for careers of leadership and service in developing a sustainable and just global community. Aquinas College is recognized by its values: Faith, Service, Learning and Community.

Aquinas College prides itself as a leader in sustainability, and this requires the participation of every member of the college community. In this regard, employees and their supervisors are expected to engage in the process of “appreciative inquiry” to identify ways that each position can advance sustainability in the employment experience.

In the performance of their respective tasks and duties, all employees are expected to conform to the Aquinas College Service Statement:

The College serves our community with excellence and respect through an institutional commitment to quality, accountability, cooperation, professionalism and responsiveness.

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Equal Employment Opportunity Statement:

Aquinas College is an equal opportunity employer and an inclusive educational community rooted in the Catholic Dominican tradition. Aquinas College provides a liberal arts education with a global perspective, emphasizes career preparation focused on leadership and service to others, and fosters a commitment to lifelong learning dedicated to the pursuit of truth and the common good. Aquinas College values: Faith, Learning, Service and Community.

Aquinas College offers an excellent benefits package that includes affordable medical, dental, and vision plans, generous paid vacation each year, paid holidays, paid sick time and short-term disability, and college-paid life and AD&D insurance. Additionally, Aquinas employees and their dependents are eligible for free tuition at Aquinas after one year of full-time employment.