Enrollment Counselor I

The Enrollment Counselor I provides high-level professional customer service to students, faculty, staff, and the community in the Office of Admissions. The Counselor serves as liaison for Enrollment Services and supervises student assistants in Admissions.

• Recruits and advises prospective students on course transferability
• Receives and answers questions forwarded from other enrollment service areas; logs calls received in a tracking database for reporting and resolution purposes
• Provides general information and answers inquiries received via telephone, web based technologies, and walk-in customers regarding the various enrollment processes and offerings of the university
• Communicates effectively and professionally with students, internal departments, and external entities, to resolve difficult and complex customer issues
• Provides instructions on how to obtain and complete university documents; accepts official university information and documents and reviews and/or completes as necessary
• Represents the university at college and career fairs, conventions, and student recruitment events

• Performs all other duties as assigned

Direct Reports:

• Supervises student workers

Delegation of Work:

• Regularly assigns work to subordinate(s)

Supervision Given:

• Supervises the work of student employees.

Required Education:

• Bachelor's degree

Required Experience:

• Minimum of two (2) years of related job experience

License/Certification:

• None required

• None

Knowledge:

• Knowledge of the enrollment policies and procedures at the university, and of the related trends, issues, and accepted practices.

Skills:

• Strong analytical and problem solving skills; excellent interpersonal and communication skills; good customer service skills.

Abilities:

• Ability to build a rapport with prospective students; ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.

Primary Work Location:

• Works in an office environment.

Physical Demands:

• Work is performed in a typical, comfortable interior work environment which does not subject the employee to any unpleasant elements
• Individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks.
• Occasional lifting and carrying of up to 10lbs may be required

Commitment to Excellence - UHD

• Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
• Continuously strives to improve work performance.
• Accepts responsibility for his/her commitments to the university.
• Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Respect and Cooperation

• Treats others with courtesy, respect, and dignity in the workplace.
• Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Integrity

• Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
• Accepts responsibility for his/her actions.
• Respects and complies with department and university policies, procedures, and work rules.

Proficiency

• Possesses required job skills and knowledge.
• Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Dependability

• Takes responsibility to accomplish job assignments within reasonable deadlines.
• Willing to accept new projects and/or commitments.
• Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
• Arrives to work on time prepared and ready to contribute.

Flexibility

• Willingly adjusts to changing work assignments or conditions.
• Open to changes in operational procedures, technology, and/or organizational structure.
• Views changes as opportunities for learning and professional development.
• Displays a positive attitude to encourage others.
• Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Computer/Automated System Proficiency

• Proficient in the use of university applications or automated systems to perform job duties.
• Complies with related policies, procedures, and work rules to maintain system security and data integrity.

Student Success Indirect Support

• Contributes to student success by assisting students with anything that supports their student experience, whether directly or indirectly.
• Helps students navigate their way through the different offices, programs, and services at the university and/or connects students with the appropriate party(ies).
• Connects students with services or resources that can help them with career exploration, goal selection, and ongoing academic assistance.
• Helps students build peer support networks.
• Encourages student participation in out-of-class activities.
• Provides encouragement and guidance to foster student success.
• Treats students with respect
• Maintains the learning environment to ensure quality and/or sound pedagogy.

Focus on Customer Service

• Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
• Respectfully ascertains customer's needs and determines appropriate response.
• Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
• If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
• Follows up with customers on outstanding requests in a timely manner.
• Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.