Call Center Admissions Specialist I

Call Center Admissions Specialist I

PAY CLASSIFICATION: H2101-Non-Exempt Administrative II

STATUS: Part Time Non-exempt

DEPARTMENT: Admissions - Call Center

LOCATION: Grand Rapids - W.A. Lettinga Campus / Hybrid - Work from Home

REPORTS TO: Manager - Call Center

PAY: Up to $15.00/HR

SUMMARY:

This role is responsible for working cooperatively with Admissions Representatives to generate the enrollment of new students by marketing the university programs, securing admissions applications, scheduling appointments, working through phone, chat, texting and email channels, offering and scheduling events, and creating follow-up tasks to move prospects along the path to enrolled students.. Additionally, this role will make outbound calls to prospective students, answer inbound questions and/or transfer calls to another department as appropriate. The main focus of this position is three-fold: 1) generate appointments; 2) register people for events; and 3) get them to apply for admission-or ultimately, all three. These responsibilities are performed in an ethical manner consistent with the University's mission, vision, and values which include diversity, equity and inclusion.

RESPONSIBILITIES:

• Generate new student enrollment applications by providing information on University degree programs, and Responding to all newly created as well as re-activated leads generated by Marketing, Admissions Events, and other sources like SAT scores, FAFSA submissions, etc.

• Market the University to qualified prospective students, secure the admissions application and set follow-up appointments with appropriate University representatives utilizing current technology.

• Responsible for being knowledgeable about all Core 4 audiences and being conversant in IPEx programs.

• Responsible for scheduling and coordinating appointments; documenting and making calendar changes; monitoring schedules for overbooking; and following-up on missed appointments.

• Provide internal feedback on our website and other marketing information based on how it would better help prospective students

• Maintains, processes and manipulates data on a personal computer/mainframe using customer relationship marketing (CRM), word processing, data base, and spreadsheet software.

• Adhere to FERPA rules and regulations.

• Exhibits flexibility, sensitivity, and respect, maintaining a working relationship with all team members.

• Answers and documents all incoming telephone calls via appropriate handling procedures which may include answering directly, transferring, taking a message, or follow-up and returning the call; routinely checks the queue to monitor calls holding.

• Operates multi-line phone queue via online contact center applications.

• Performs work of a confidential nature.

• Attends and participates in development programs; assists in training other employees as needed; maintains certification where applicable and continues to improve skills.

• Exhibits professional demeanor at all times while representing the University.

• Understand and abide by all external and internal regulations and policies associated within Admissions-Call Center or other role specific regulations.

• Main