OVERVIEW: Gallaudet University, federally chartered in 1864, is a bilingual, diverse, multicultural institution of higher education that ensures the intellectual and professional advancement of Deaf and hard of hearing individuals through American Sign Language and English. Gallaudet maintains a proud tradition of research and scholarly activity and prepares its graduates for career opportunities in a highly competitive, technological, and rapidly changing world.
Job Title:
Worker Type:
Pay Type:
Hourly
Exempt Status:
No
Compensation Grade (Track/Level):
S2
Hiring Range (Commensurate with experience and qualifications):
$22.19-$29.57
Salary Ranges (All Compensation Grades):
Supervisory Organization (Department):
Pre-Enrollment Programs
Summary:
Reporting to the Pre-Enrollment Director, the Tier 1 Support Specialist serves as the first point of contact for prospective leads. The Tier 1 Support Specialist also focuses on managing and following up with inbound leads and routing them to the appropriate departments for further assistance.
Job Description:
Monitors, manages, and responds to inbound web leads in a timely manner.
Engages with leads via email, text, video chat, or social media to assess needs and interests.
Monitors Outreach social media and posts for potential leads.
Navigates web forms and chatbot tools in HubSpot/WordPress.
Inputs lead information accurately into the Slate CRM system.
Routes the inbound leads to the appropriate department (Undergraduate Admission, Continuing Education, Graduate Admission, ASL Connect, Academic Department) based on their needs.
Stays abreast of campus activities, departments, announcements, and personnel changes to ensure accurate responses.
Maintains detailed records of lead interactions, follow-up actions and provides data for monthly reporting.
Provides general program information and escalates complex inquiries to Tier 2 support (e.g., admissions counselors, financial aid, registrar).
Collaborates with cross-functional teams to ensure smooth handoffs of qualified leads.
Maintains professionalism and delivers excellent customer service in all interactions.
Tracks and reports on lead follow-up performance metrics monthly.
Establishes and maintains a positive and supportive working relationship with co-workers and supervisors.
Demonstrates a genuine commitment to diversity, equity and inclusion in the workplace and participates in activities and workshops to foster continuous learning.
Serves as a mandatory reporter under Title IX; and commits to completing Title IX training and other compliance requirements on an annual basis.
Prioritizes safety in the workplace as a collective responsibility for the well-being of employees and fosters a culture of safety that is integral to our success, including strict adherence to safety procedures and protocols, as well as promptly reporting any safety hazards or incidents.
Performs related and other duties as needed.
Required Qualifications:
High school diploma or GED.
A minimum of three years of experience in customer service, technical support or a related field (Bachelor's degree with one year of experience in the above-mentioned area will be considered).
Ability to communicate in American Sign Language.
Preferred Qualifications:
Experience in the higher education field.
Experience in admissions or enrollment.
Knowledge, Skills, And Abilities:
Familiarity with CRM systems and lead management tools.
Strong attention to detail and organizational skills.
Excellent communication skills.
Positive customer-focused attitude.
Strong knowledge of the University's offerings.
Ability to thrive in a fast-paced environment.
Demonstrated ability to work with and across University departments, outside constituents and groups.
Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment.
Other Important Information:
The successful candidate will undergo a background check that must be cleared prior to working at Gallaudet University.
Current Employees (Regular Status and Extended Temporary)
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Gallaudet University is an equal opportunity employer/educational institution and does not discriminate on the basis of race, sex, national origin, religion, age, hearing status, disability, genetic information, covered veteran status, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, political affiliation, source of income, place of business or residence, pregnancy, childbirth, or any other unlawful basis. This policy is in compliance with Title VII of the Civil Rights Act, the Americans with Disabilities Act, the Rehabilitation Act, the Age Discrimination in Employment Act, the District of Columbia Human Rights Act, and other applicable laws and applies to all procedures affecting applicants and employees including, but not necessarily limited to: recruitment, hiring, placement, promotion, transfer, reassignment, reappointment, tenure, demotion, selection for training, layoff, furlough, and termination, compensation, and all other conditions or privileges of employment.
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