Graduate Enrollment Counselor

Job Description Summary

Reporting to the Associate Director of Enrollment, the Enrollment Counselor represents Saint Leo University to prospective students and organizations. The Enrollment Counselor will engage and inform prospective students via phone, e-mail, and text communication in a student-focused approach. The enrollment counselor must demonstrate an ability to work independently as well as collaboratively with team members, faculty, students, alumni, administration, and staff.

Job Description

Enrollment Counselors:

• Assist students on finding the right program by reaching out to new and prospective online students by implementing a phone contact strategy that includes 100+ dials and 3+ hours of talk time per day.
• You will also be responsible for introducing new students to the online classroom environment while Maintaining outstanding attention to detail through accuracy and follow-up on Excel spreadsheets and on student databases
• Meeting department goals for phone productivity, applicant contact, enrollment targets, withdrawal rates, call quality, customer satisfaction, customer loyalty, attendance, and schedule adherence
• Overcoming objections 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
• On occasion, Enrollment Counselors will be asked to participate in 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 students.

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 on finding the right program by reaching out to new and prospective online students by implementing a phone contact strategy that includes 100+ dials and 3+ hours of talk time per day.
• You will also be responsible for introducing new students to the online classroom environment while Maintaining outstanding attention to detail through accuracy and follow-up on excel spreadsheets and in student databases
• Meeting department goals for phone productivity, applicant contact, enrollment targets, withdrawal rates, call quality, customer satisfaction, customer loyalty, attendance, and schedule adherence
• Overcoming objections 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
• On occasion Enrollment Counselors will be asked to participate in 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 student concerns and roadblocks.
• Writing – Communicating effectively in writing as appropriate for the needs of the student via email and text.
• Organizational skills – able 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.

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;

• Possess key attributes of integrity, flexibility, initiative, and confidence
• Understand and adhere to outreach requirements and quality expectations, meet their goals, and motivate through a positive approach and a general openness to feedback
• Identify and share opportunities to improve university processes and the student experience
• Generate prospective student referrals from existing students, alumni, staff, and members of the community
• Maintain outstanding attention to detail through accuracy and follow-up to manage procedures of student record keeping efficiently; on Excel spreadsheets and in student databases
• Operate in a positive manner as part of a team and show a willingness to grow and learn by being open to change, innovative ideas, and constructive feedback
• 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.

• Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses
  Coordination – Adjusting actions In relation to others’ actions.
• Service Orientation - Actively looking for ways to help people.
• Social Perceptiveness – Being aware of others’ reactions and understanding why they react as they do.
• Speaking – Talking to others to convey information effectively and accurately over the phone.
• Writing – Communicating effectively in writing as appropriate for the needs of the student via email.
• Organizational skills – highly developed and able to multi-task and set priorities.
• Technical skills – MS Office, Excel, and Outlook.
• Attention to Detail – Set priorities on time and with a great deal of accuracy.

EDUCATIONAL REQUIREMENTS / QUALIFICATIONS:

• Bachelor's degree from a regionally accredited college or university
• Two or more years' admissions experience or high-value relationship-based/customer service experience preferred
• Demonstrated success working with students or customers in a highly professional and student/customer-focused environment.

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.

Why Work at Saint Leo?

What it’s Like to Work Here: Ask our employees and the one word they’d use to describe working at Saint Leo University is “Community.” Our team members all share the Saint Leo core values, positive attitudes, and problem-solving abilities, enabling them to provide excellent student centered service. Our mission is educating and preparing students for life and leadership in a challenging world. Thank you for your interest in joining the Saint Leo PRIDE!

We are committed to providing our employees with the support they need. At Saint Leo, we offer an array of medical, dental, and vision packages as well as several add-on perks to make your benefits package truly customizable to you and your family needs. Available benefits based on employment status (Full Time vs Part Time).

• FREE Tuition - Employee, Spouse, and Dependents*
• Tuition Exchange Opportunity - Dependent of Employees*
• Generous Paid Leave - Sick, Vacation, and Holidays
• Comprehensive Group Health Plan (Medical, Dental, and Vision)
• Group Medical Plan includes Teledoc, Surgery Plus, Wellness Incentive Program and more!
• 100% Employer-Funded Health Reimbursement Account
• 100% Employer-Paid Short Term Disability Insurance
• 100% Employer-Funded Employee Assistance Program (healthcare and dependent options)
• Employer-provided life insurance
• Discounted On-Campus Dining Meal Plans
• Nationwide Pet Insurance
• Flexible Spending Accounts
• 403b Retirement Plan
• Wellness Center

*Eligibility based on meeting required service period