Enrollment Services Specialist

Enrollment Services Specialist (Open)

The Enrollment Services Specialist is responsible for providing wide-ranging, front-facing customer service support to university constituents (i.e., prospective and current students, families, faculty, and staff) for the following student services offices: admissions, housing, financial aid, registrar, student accounts, and new student experiences.

Responsibilities:

• Counsel, advise, investigate, and resolve inquiries and issues presented by potential, current, and former students, parents, faculty, staff, various third parties, and the general public.
• Accurately and efficiently deliver comprehensive customer service support about course enrollment/registration information, academic records, financial aid, billing and payment, and residence life with a focus on student success and retention.
• Provide proactive, start-to-finish student/customer service using independent professional judgment and discretion in simple and minimally complex issues related to all supported offices.
• Ability to analyze processes and procedures, problem solve and think critically.
• Facilitates the use of virtual waiting line technology, message/announcement board(s) to communicate department-specific and broad campus messaging, and website maintenance.
• Possess beginner to intermediate knowledge of and skills with technology including software programs for communication, data collection, student information systems, and customer relationship management (CRM), including but not limited to PeopleSoft, Microsoft Office/365, Student Financial Planning, ImageNow, Monday.com, Zendesk, Ocelot, QTrac, etc.
• Accept, receive, sort, and appropriately process or route required documents presented by student(s) for partner offices.
• Represent enrollment services and the one stop during annual days/programs, events, conferences, etc., and complete special projects and initiatives as assigned.
• Ability to communicate effectively by speaking and writing clearly, concisely, and professionally; practice active listening; read critically, and adapt communication for our diverse audience. Ability to respond to customers quickly, accurately, and congenially.
• Sensitive to cultural diversity and recognizes personal biases to inform appropriate responses to culturally diverse situations, demonstrating a commitment to equity and inclusion, and respectful interactions with persons of diverse ethnic, cultural, socio-economic, and educational backgrounds (ability to communicate and interact effectively with people of all ages and identities).
• Perform other duties as assigned

Minimum Qualifications:

• Bachelor's degree preferred.
• Prior higher education work experience, specifically within a student services office (e.g., admissions, bursar/student accounts, financial aid, housing, registrar, retention, etc.).
• Excellent oral and written communication skills.
• Research and troubleshooting skills.
• Must be able to meet expectations in a fast-paced, customer-oriented environment.
• Superior customer service skills and philosophy.
• Positive attitude and professional demeanor.
• Manage data using a variety of applications.
• Communicate and interact effectively with people of all ages and identities.
• Report to campus and other university events as needed (some evenings and weekends may be required). This is not a remote position.
• Work independently and collaboratively with the ability to prioritize tasks and adjust to the needs of the department, division, and university.

Benefits include medical, dental, prescription, long-term disability, accidental death and dismemberment insurance and life insurance; paid time for paid sick leave, annual leave, and personal leave; 12 paid holidays per year, tuition remission; employer-funded pension and supplemental retirement accounts.