Online Enrollment Counselor - R101785

Department:

Location: Belknap Campus

Time Type:

Full time

Worker Type:

Regular

Job Req ID: R101785

Minimum Requirements:

Bachelor's degree and two years of related experience.� Additional experience may be used on a one-to-one basis to offset the educational requirements.��

Position Description:

UofL's Delphi Center for Teaching and Learning's Online Learning team is seeking an Enrollment Counselor. The Enrollment Counselor serves as the first point of contact for prospective online students in order to assist them in making informed decisions on how to enroll in their desired program of study. The Enrollment Counselor will provide comprehensive program information to prospective students to determine if they meet admissions criteria, encourage them to apply, and assist with program enrollment. The Enrollment Counselor will work closely with supervisors and academic departments to ensure departmental goals are achieved. This role will report to the Manager of Online Enrollment Services.�

This position will assertively conduct telephone-based personal interviews to qualify prospective students on their educational goals and interests, explaining available academic programs, and advising them on admission requirements with the goal of encouraging them to apply. The Enrollment Counselor will effectively use all contact methods (e. g. email, phone, mail, chat, text) to communicate with prospective students, take initiative to follow up with each prospect, and provide excellent customer service up to enrollment into the university. In addition, this person will conduct follow-ups to ensure an applicant is ready for enrollment, and ensure prospects have a solid understanding of the time commitment, technology, and skills required to be a successful online learner. This person will also track prospective and current student interactions and maintains the accuracy and integrity of our Constituent Relationship Management (CRM) database with full and proper documentation; produces and reviews activity reports as needed.

The Enrollment Counselor will provide accurate communication to students and regularly review response template, as well as edit email templates and phone scripts as necessary to align with student needs and inquiries in addition to any new services offered by UofL. They will provide timely and relevant feedback to supervisors as needed to ensure enrollment processes and procedures are efficient and operative. This position will meet and/or exceed enrollment management productivity benchmarks as defined by the Enrollment Manager, and understand and keep up-to-date on the University's degree programs and admissions requirements.

Essential Duties and Responsibilities:

• Recruit and counsel prospective students by managing inbound and outbound communication via phone, email, text, and chat. Build relationships by providing accurate and timely information about deadlines, admissions procedures, online programs, and support services. Attend recruitment events/information sessions for online programs, as needed. (40%)
• Assist applicants through proactive contact via phone, email and text. Liaison among applicants, admissions and academic units to expedite decisions and resolve barriers. Consult with Online Enrollment Services Manager, academic units and other student support units by researching policy, procedural and online program information to guide prospects through the application process. (20%)
• Track interactions with prospects, applicants and current students from inquiry to enrollment. Maintain the accuracy and integrity of our Constituent Relationship Management (CRM) database using standard documentation. (20%)
• Identify barriers or trends in prospective student interest feedback, enrollment services and admissions policies and processes. Escalate issues in collaboration with enrollment counselor, sr and online enrollment services manager. (10%)
• Collaborate and provide feedback to Online Learning team members as needed to ensure processes and procedures are efficient, operative, and accurate. (10%)

Preferred Qualifications

• Proficiency in Microsoft Office 365/SharePoint
• Experience with higher education student information systems
• Experience with cloud communications platforms for managing inbound/outbound phone, email, chat, text
• Proficiency in Customer Relationship Management software
• Remote position working from home with quarterly travel to the university for meetings and events.

This is a classified position that will work 7.5-8 hours/approximately 37.5-40 hours per week. Flexible hours are considered based on business needs between 8:00 AM and 6:00 PM, Monday through Friday. Remote position working from home with quarterly travel to the university for meetings and events. The main offices for this position are located at the University of Louisville's Belknap Campus. Work must be performed in or near Louisville, KY.

The Delphi Center for Teaching and Learning seeks candidates who value teamwork, customer service and excellence. As a teaching and learning center, the Delphi Center provides direct feedback on a regular basis to all employees through the lens of a growth mindset. The Delphi Center is driven by data, sound processes, and excellence, and is always seeking and giving feedback on one another's work.

The Delphi Center is committed to creating equitable and inclusive campus environments that accelerate the success of the full range of UofL's students and employees. We believe that employees who feel valued and respected will create policies, programs, practices, research agendas, and services to effectively meet the needs and exceed the expectations of the increasingly diverse student populations we hope to admit and serve. The Delphi Center seeks candidates who have a demonstrated capacity to create inclusive work environments, can work effectively among increasingly diverse teams, and will serve the increasingly diverse student population UofL wants to attract and admit.

Please include a cover letter and three professional references with your resume.

Compensation will be commensurate to candidate experience.

Equal Employment Opportunity

The University of Louisville is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applicants without regard to race, sex, age, color, national origin, ethnicity, creed, religion, disability, genetic information, sexual orientation, gender, gender identity and expression, marital status, pregnancy, or veteran status. If you are unable to use our online application process due to an impairment or disability, please contact the Employment team at employment@louisville.edu or 502.852.6258.

Assistance and Accommodations

Computers are available for application submission at the Human Resources Department located at 215 Central Avenue, Ste 205 - Louisville, Kentucky 40208.

If you require assistance or accommodation with our online application process, please contact us by email at employment@louisville.edu or by phone 502-852-6258.