TITLE OF POSITION: Call Center Admissions Specialist
PAY CLASSIFICATION: H2101-Non-Exempt Administrative II
STATUS: Part-time, Non-exempt
DEPARTMENT: Admissions – Call Center
LOCATION: Grand Rapids – W.A. Lettinga Campus
REPORTS TO: Manager – Call Center
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, and making appointment confirmation calls. Additionally this role will make outbound sales calls to prospective students, answer inbound questions and/or transfer calls to another department as appropriate. 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.
- Market the University to qualified prospective students, secure the admissions application and set follow-up appointment with appropriate University representative utilizing current technology.
- Provides thorough follow-up with assigned prospective students through the recruitment/admissions cycle.
- Responsible for scheduling and coordinating appointments; blocks and unblocks schedules; documents and makes calendar changes; monitors schedules for overbooking; follows-up on missed appointments.
- Fill requests for marketing collateral, collateral information etc.
- 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 disposes of all incoming telephone calls via appropriate transfer, answer FAQ, taking a message, or follow-up and return call; routinely checks the queue to monitor calls holding.
- Responsible for specific projects/programs which may involve planning and coordinating work, analyzing data, and preparing reports.
- Operates multi-line phone switchboard and contact center application.
- Tabulates and reports calls; makes and reports appointment confirmation calls.
- 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.
- Understand and abide by all external and internal regulations and policies. This includes NCAA, GLIAC and national affiliations associated within athletics or other role specific regulations.
- Provides GREAT customer service, anticipating and exceeding the needs of our customers.
- Demonstrates and promotes the University’s Cultural Values.
- Performs other duties as assigned.
QUALIFICATIONS:
- High School Diploma required. Bachelor’s degree preferred.
- Previous call center experience preferred.
- Sales skills/sales experience required.
- Ability to communicate persuasively and effectively utilizing office equipment and current technology including phone systems, online chat, video chat and more.
- Excellent interpersonal, communication and presentation skills, both written and oral which transcends to diverse audiences.
- Demonstrated ability to multi-task and process large amounts of information quickly in a fast-paced environment.
- Demonstrated ability to work accurately and effectively with computerized data systems.
- Demonstrated ability to utilize customer relationship management software.
- Demonstrated ability to type (35 wpm) in complete sentences.
- Positive organizational and technical skills.
- Demonstrated ability to effectively plan, develop goals, meet deadlines, and accomplish goals while prioritizing workloads.
- Ability to maintain a professional appearance and manner.
- Demonstrated ability to communicate effectively and relate well to donors, alumni, students, parents, faculty, staff, and others while maintaining appropriate confidentiality.
- Demonstrated ability to work effectively with people of diverse backgrounds and promote a positive working environment, spirit of cooperation and positive reactions to change and conflict resolution.
- Demonstrated motivational and problem solving capabilities with a high degree of integrity, ethics, and dedication to the mission of the university.
- Strong work ethic.
- Business office environment. Prolonged sitting and standing. Use of personal computer and telephone (eye and hand strain). Some travel between campuses required (own transportation).
- No regular lifting requirements, occasional lifting up to 25 pounds.
- Must be able to work an irregular schedule, evenings or Saturday as needed, additional hours during peak times or as required.
DAVENPORT UNIVERSITY IS AN EQUAL OPPORTUNITY EMPLOYER
Revised: 5-8-2017
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