Essential Functions and Responsibilities

1. Effectively handling incoming and outgoing phone communication with prospective students by utilizing cisco, dialer and other agent tools.

2. Converting prospective students from admission to registration and financial check-in by following a department call-flow and promoting the University’s degree programs.

3. Counseling first semester and re-admit students on financial aid processes, transfer guidelines, and military related issues.

4. Promoting the features and benefits of all undergraduate, graduate and doctoral programs as well as the added value of an online education.

5. Answering questions of a complex nature regarding the University’s policies.

6. Developing relationships and coordinating with support offices to solve student problems and address student concerns.

7. Finding new and innovative ways to become more effective and efficient in new student services.

8. Implementing daily and weekly feedback from the Management Team on areas to improve.

9. Meeting or exceeding departmental key performance indicators.

Qualifications, Credentials, and Competencies

A high school diploma and customer service/sales experience is required and a bachelor's degree and previous experience in a contact center is preferred. Ability to work first/second shifts, rotating Saturdays, and occasional overtime. Ability to utilize Microsoft Word, Excel, and Outlook as well as excellent verbal and written communication skills. Ability to respond to emails and phone calls within 24 hours and demonstrated commitment to high professional ethical standards and a diverse workplace. Ability to reason, analyze information and identify potential issues and to apply sound judgment in order to find solutions to solve problems which may be routine or complex in nature. Regularly required to stand, walk, and climb stairs to move about the building and lift 10 pounds or less.