Summary
The Enrollment Services Associate is responsible for ensuring all prospective and enrolled students receive timely, accurate and compliant information and overall excellent customer service.
The Enrollment Services Associate will promptly schedule and conduct interviews with prospective students, providing complete and accurate information regarding educational programs, expected outcomes, student services, and financial considerations while determining the appropriateness of candidates for enrollment.
The Enrollment Services Associate will follow up with both interviewed and enrolled students through to matriculation.
The Enrollment Services Associate works primarily with students interested in one of San Joaquin Valley College’s core or linear programs. These programs typically start every 5 to 16 weeks and can include onsite, blended, and fully online certificate and degree programs, as well as degree completion programs.
Essential Duties and Responsibilities:
- Ensures compliance in all recruiting activities, adheres to all laws and regulations governing student recruitment activities, and upholds Carrington College's conduct and ethics expectations.
- Conducts a high volume of outbound telephone calls and interviews with prospective students, providing complete and accurate information regarding educational programs, expected outcomes, student services, and financial considerations while determining the appropriateness of candidates for enrollment.
- Meet or exceed all performance metrics and individual production goals.
- Manages workflows to ensure regular, active outreach and follow-up with prospective students interested in interviewing, those who have already interviewed, and enrolled students through to matriculation.
- Must learn detailed information regarding all campus program offerings to ensure that only accurate information is communicated. Utilize resources and subject matter experts as appropriate.
- Partners daily with the Student Finance team and with each interviewed student to provide them with the necessary information to make an informed decision regarding enrollment and to provide clear communications regarding next steps.
- After each contact with prospective and enrolled students, update the Student Information System with detailed notes.
- Exhibits a sense of urgency to follow the application process and assists students with navigating the enrollment processes related to timelines and the collection of information and documents required before starting classes.
- Is prepared for and participates effectively in student review meetings.
- Networks to develop professional relationships to generate relationship inquiries and referrals.
- Provides accurate and timely enrollment forecasts.
- Is open to and acts upon feedback and coaching.
- Takes initiative and is skilled in self-management, demonstrating effective analytical, problem-solving, multi-tasking, and time management skills.
- Uses enrollment services tools and data from the student information system and from student review meetings to know how to balance the need to conduct additional interviews and the need to follow up with those who have interviewed and with those individuals who have already enrolled to ensure you meet or exceed individual goals.
- Works effectively in a team environment, supporting overall campus goals and objectives.
- Maintains effective communications with all departments of the College.
- Engages with the entire College Campus community, cross-departmental meetings, events and activities as appropriate.
- Completes other duties as assigned.
Supervisory Responsibilities: This position does not have direct supervisory responsibilities.
Competency: To perform the job successfully, an individual should demonstrate the following competencies:
Business Acumen – Leverages knowledge of the business to develop solutions balancing business needs with organizational risk.
Analytical Thinking – Synthesizes complex or diverse information to identify trends and develops proactive solutions to minimize risks to the business.
Conflict Resolution – Takes actions that resolve conflicts in a manner that is best for both the organization and the individuals involved; addresses complaints and problems quickly and effectively; keeps all parties
informed of the status.
Professional Development – Commits to his/her professional development and personal development to stay current in field.
Language Skills – Strong verbal and written communication skills; ability to build relationships and influence hiring decisions.
Computer Skills – To perform this job successfully, an individual should have experience with Microsoft Office Suite, intermediate Excel skills. Experience in working with customer relationship management solutions.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty listed above satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
- Bachelor degree preferred, Associate degree required.
- Minimum of 3 years of high-volume, fast-paced customer service experience.
- Prior Enrollment Services/Admissions or non-durable sales experience a plus.
- Superior organizational, problem-solving, multi-tasking, and time management skills.
- Excellent interpersonal, written, and oral communication skills are required.
- Proficiency with Microsoft Office Suite – Outlook, Word, Visio, Excel, and PowerPoint.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; reach with hands and arms; talk and hear. The employee is frequently required to walk. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions and outside weather conditions. The noise level in the work environment is usually moderate.
Preferred
-
Minimum of 3 years of high-volume, fast-paced customer service experience
Required
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
