Job Description

Full Time Call Center Admissions Specialist I

STATUS: Full-time, Non-Exempt

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DEPARTMENT: Admissions – Call Center

LOCATION: Grand Rapids, W.A. Lettinga Campus / Hybrid - Work from Home

REPORTS TO Manager – Call Center

PAY: $15.00/ hr

This position is expected to be an expert in all of the job duties of an Admissions Specialist I and II and act as an informal team lead by assisting other call center agents when the manager is not available. In addition to the Admissions Specialist duties, like receiving and responding to incoming phone calls, chats, and emails, the Senior Admissions Specialist will help other staff members with these same functions, providing guidance and feedback on best practices. The Senior Call Center Admissions Specialist will also assist in training new staff, be responsible for the break sheet schedule, and report/document issues to management for operational issues (like calls in the queue) or performance observations. Although a hybrid, there may be scheduled office work days based on the needs of the business. This role will also assist with operational reports and monthly KPI statistics, special projects, and representing the Call Center when needed at internal meetings. These responsibilities are performed in an ethical manner consistent with the University’s mission, vision, and values which include diversity, equity and inclusion.

RESPONSIBILITIES:

• Perform all the functions of an Admissions Specialist II with demonstrated and sustained success.
• Responsible for specific projects/programs which may involve planning and coordinating work, analyzing data, and preparing reports.
• Assist with generating operational reports and statistics at the end of each month along with monitoring reports and dashboards in Salesforce or other systems, like the phone queue, during the month.
• Provide training refreshers in a team setting as well as one-on-one with team members who need technical assistance.
• Update the Call Center Knowledge Base of documents and training materials as needed.
• 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 appointments with appropriate University representatives utilizing current technology.
• Provide thorough follow-up with assigned prospective students through the recruitment/admissions cycle.
• Maintains responsibility 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.
• 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.

QUALIFICATIONS:

• High School Diploma required. Relevant college coursework and/or an Associate's / Bachelor’s Degree is highly preferred.
• 2 or more years of call center experience preferred.
• Some Sales skills/sales experience required.

• Demonstrated phone communication and phone equipment skills.
• Demonstrated ability to type (35 wpm) in complete sentences.
• Demonstrated ability to multi-task and process large amounts of information quickly in a fast-paced environment.

• Ability to 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 work effectively with people of diverse backgrounds and promote a positive working environment, spirit of cooperation, and positive reactions to change and conflict resolution.
• Excellent interpersonal, communication, and presentation skills, both written and oral which transcend diverse audiences.
• Ability to communicate effectively and relate well to students, parents, faculty, staff, and others while maintaining appropriate confidentiality.
• Demonstrated motivational and problem-solving capabilities with a high degree of integrity, ethics, and dedication to the mission of the University.
• 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.

Davenport University is committed to building and supporting a diverse community of students, faculty and staff. Davenport University provides equal employment opportunities to all employees, applicants and students without unlawful discrimination based on national origin, race, color, religion, age, sex, sexual orientation, disability, gender identity, veteran, or military status, marital status, height, weight, genetic information, or other protected status