Enrollment Counselor

DUTIES & TASKS:

After the Enrollment Counselor achieves initial contact with prospective students, they continue to counsel and educate them through the entire enrollment process. The process will include information regarding registration, ordering books, technology setup, and introductions to fellow team members who will assist them with financial questions and academic advice.

As the primary contact, the Enrollment Counselor is responsible for a positive new student experience by building a relationship with the student and answering questions regarding degree requirements, program research, policies, and procedures.

As part of a high performing team, Enrollment Counselors must;

• Assist students in finding the right program by reaching out to new and prospective online students by implementing a phone contact strategy that includes but is not limited to 100+ dials and 3+ hours of talk time per day.
• Be responsible for introducing new students to the online classroom environment while maintaining outstanding attention to detail through accuracy and follow-up in student databases and Excel spreadsheets.
• Meet department goals for phone productivity, applicant contact, enrollment targets, withdrawal rates, call quality, customer satisfaction, customer loyalty, attendance, schedule adherence, etc.
• Overcome objections and rejections to applying or completing enrollment.
• Attend training sessions for updates pertaining to programs, services, and educator licensure requirements.
• Ability to follow directions and successfully complete tasks in accordance with supervisory input and constructive criticism.
• Ability to work independently and promote the University in a positive manner.
• Must be available to participate in occasional events.
• Thrive in a fast-paced team environment and demonstrate a passion for higher education.
• Educate prospective students on time commitments, technology, and study skills required to be a successful online college student.
• Possess key attributes of integrity, flexibility, initiative, and confidence.
• Generate prospective student referrals from existing students, alumni, staff, and members of the community.
• Have a flexible schedule to accommodate some weekend and evening recruitment hours.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Active Learning – Understanding the implications of new information for both current and future problem-solving and decision-making.
• Communication Skills - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, not interrupting at inappropriate times, and picking up on verbal cues. Talking to others to convey information effectively and accurately over the phone.
• Critical Thinking – Using logic and reasoning to identify and work through concerns and roadblocks.
• Writing – Communicating effectively in writing as appropriate for the needs of the student via email and text.
• Organizational Skills –Ability to multi-task and set priorities.
• Technical Skills – MS Office, Excel, Outlook, Teams, and Zoom
• Attention to Detail – Ability to take detailed notes and document student records with a great deal of accuracy.

EDUCATIONAL REQUIREMENTS / QUALIFICATIONS:

• Two or more years' admissions experience or high-value relationship-based/customer service experience
• Demonstrated success working with students or customers in a highly professional and student/customer-focused environment.
• Must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled shift.
• Home office must have DSL or Cable Internet that is hardwired into a modem/router via Ethernet (Dial up, Wireless, or Satellite internet service cannot be used)
• Remote employees are expected to be available and communicative during scheduled work hours.
• Employees are expected to maintain their workspace in a safe manner, free from safety hazards.

Preferred qualifications:

• Master's or Bachelor’s degree from a regionally accredited college or university
• Contact Center experience
• Experience working with non-traditional adult students in an online environment.
• Any equivalent combination of education and experience and training that provides the required knowledge, skills, and abilities.

ENVIRONMENT: 

The work environment characteristics described here are a representation of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term “qualified individual with a disability” means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of this position.

While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office and University, handle various types of media and equipment, and visually or otherwise identify, observe, and assess. The employee is occasionally required to lift up to 10 pounds unless otherwise specified in the job description.

NOTICE:

The intent of this job description is to provide a representation of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total specific duties and responsibilities of any particular position.  Employees may be directed to perform job-related tasks other than those specifically presented in this description. Saint Leo University is an Equal Opportunity Employer and embraces diversity as a critical step in ensuring employee, student, and graduate success.