Company: Davenport University
Job description: Call Center Admissions Specialist ISTATUS: Full-time, Non-exempt{{1}}DEPARTMENT: Admissions - Call CenterLOCATION: Grand Rapids, W.A. Lettinga Campus / Hybrid - Work from HomeREPORTS TO: Manager - Call CenterPAY: $15.00/HrSUMMARY: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, database, 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 following and returning the call; routinely checks the queue to monitor calls holding.
- Operates multi-line phone queues 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 with the Admissions-Call Center or other role-specific regulations.
- Maintains 95% or higher on the Scorecard concerning activity level, sales ability, and promotion of the University.
- Understand and abide by all external and internal regulations and policies. This includes NCAA, GLIAC, and national affiliations associated with athletics or other role-specific regulations.
- Provides GREAT customer service, anticipating and exceeding the needs of our customers.
- Demonstrate and promote the University's Cultural Values.
- Perform other duties as assigned.
- High School Diploma required. Relevant college coursework preferred. Associate/Bachelor's degree preferred.
- Previous call center experience preferred.
- Some 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 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. Use of personal computer and telephone (eye and hand strain). Reliable transportation to the Lettinga Campus is required.
- Occasional lifting up to 25 pounds.
- Must be able to have work availability Mon-Fri 8a-6:30p and additional hours during peak times or as required.
Expected salary: $15 per hour
Location: Grand Rapids, MI
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