Enrollment Counselor (2 Positions)
Location : San José
Categories : Unit 4 - APC - Academic Professionals of California, Probationary, Full Time, Student Services
Reporting to the Senior Director of Online Recruitment, the Enrollment Counselor’s primary focus is to build relationships and recruit new or returning potential SJSU Online students by utilizing phone and internet technology.
The Counselor works within a learner-focused student services model to ensure that fully online degree seekers experience integrated, seamless connections to the University from inquiry through admission.
Through proactive outreach, the Counselor serves as the University’s point of contact for online degree seekers. The Counselor will perform complex student services professional work to help potential students identify their appropriate program of study, address questions related to financial aid and transcript evaluation, determine initial eligibility following CSU regulations, policies and procedures, and fully support the applicant to resolve issues during the application process.
Through an inbound and outbound call center, provides excellent customer service to prospective students throughout the full admission recruitment process primarily via telephone
Navigates through and maintains the SJSU Online’s Customer Relationship Management (CRM) system and automated phone system
Updates student inquiry progression in SJSU Online’s databases
Maintains a pipeline of students, which will include following a prescribed call plan and prioritizing prospective student’s needs
Meets with prospective students to counsel on completing Admissions requirements, discusses academic programs, admission options, and financial aid opportunities and conducts online campus tours.
Participates in weekly coaching sessions
Makes recommendations to manager to improve efficiency and effectiveness
Coordinates the compilation, tracking, and timely receipt of all required application materials for the application process (both domestic and international) for admission
Reviews and determines completeness and validity for all required documents for admission, including residency status and data elements; enters results in CMS
Receives, processes and deposits application fee payments
Receives and processes documents for application fee waivers; makes determination re : waiver request
Determines category of transcripts received to be official or unofficial (i.e., international) and routes documents to Imaging for processing
Ensures that documents are properly routed to correct processing queues
Tracks admission status, reconciles and verifies transcripts / documents received for completing applications
Knowledge, Skills & Abilities
Ability to work with or learn the content management system and document processing (i.e.CMS, current versions of Google Office Suite, Microsoft Office (esp.
Word and Excel); email and phone skills
Excellent customer service and public relation skills
Ability to handle multiple work priorities, organize and plan work and projects
Ability to advise students individually and in groups on routine matters where required
Excellent oral and written communication skills
Ability to travel evenings and weekends; possess valid driver’s license
Ability to work evenings / weekends and have a flexible schedule
Equivalent to graduation from a four-year college or university in a related field, including or supplemented by upper division or graduate coursework in counseling techniques, interviewing, and conflict resolution where such are job-related
Two years of progressively responsible professional student services work experience. A master’s degree in Counseling, Clinical Psychology, Social Work, or a directly related field may be substituted for one year of experience.
Minimum one year of experience in college admissions, recruitment or sales OR a minimum of five years of experience in an enrollment / admissions position in nontraditional higher education recruitment
Experience working with non-traditional students
Six months of call center experience in an in bound and out bound environment
Experience in communicating admissions and or student services policies and procedures to community college, university, or high school constituents
Classification : Student Services Professional II
Anticipated Hiring Range : $4,350 / month - $4,500 / month
CSU Hiring Range : $4,304 / month - $6,120 / month
San José State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary .