Admissions Communications Counselor

San José State University•San Jose, CA

38d•$5,083 - $7,228

About The Position

Reporting to the Associate Director of Enrollment Management Communication, the Admission Communication Counselor supports the full communication cycle from pre-application through enrollment. This role serves as a key point of contact for prospective and admitted students and their families, providing accurate and timely information via phone, email, chat, social media, and other communication technologies. The incumbent maintains expert knowledge of CSU and SJSU admission policies and processes and helps guide students through application, admission, and enrollment steps.

Requirements

Must be able to interact with a variety of internal partners from Academic and Student Affairs to the Office of the President, communicating effectively and professionally
Must possess excellent oral and written communication skills
Must possess excellent customer service and public relations skills
Must have knowledge of methods, procedures, practices and activities of the program area
Ability to interpret and apply program rules and regulations
Ability to rapidly acquire a general knowledge of the overall operation, functions and programs of the campus
Ability to identify conflict, problem solve, and resolve student problems and concerns in the most efficient manner possible
Knowledge of English grammar, business writing, punctuation and spelling
Ability to collect, compile, analyze, and evaluate data and make verbal or written presentations based on these data
Ability to advise students individually and in groups on routine matters where required
Ability to recognize multicultural, multi-gendered, and multi-aged value systems and work accordingly
Knowledge of technology and software applications such as: word processing, spreadsheet, database management, and communication tools
Ability to advise students individually and in groups on complex student-related matters; determine appropriate courses of action and proper techniques to utilize while engaged with individuals in personal interactions
Ability to recognize patterns in student inquiries and communicate those patterns to management
Ability to prioritize inquiries across media to address time sensitive concerns with greater urgency
Ability to identify and resolve student concerns with Enrollment processes and procedures
Working knowledge of document types such as transcripts, forms, and test scores
Ability to communicate with constituents in a professional and respectful manner
General awareness of emerging technologies, including artificial intelligence (AI), and a willingness to develop skills in their appropriate, responsible, and ethical use in a higher education environment, consistent with institutional policies and practices

Nice To Haves

Bachelor’s Degree
Two (2+) years working in a student services position
Experience working with students, providing education advising and counseling services
Knowledge of applicable University policies, procedures, and worked in an educational environment in either Admissions or Records, or a demonstrated ability to learn
Ability to analyze and interpret documents and requirements, and be able to disseminate information to other staff
Excellent written and oral communication skills
Knowledge of PeopleSoft or a demonstrated ability to learn or be trained in a broad range of technology systems

Responsibilities

Provide timely and accurate information to students and families regarding recruitment, application, admission, and enrollment processes
Explain the CalStateApply application process and MySJSU account requirements
Communicate with students through phone, email, live chat, Chatbot, social media, and other platforms
Review and verify submitted documents to determine admission eligibility
Interpret and apply CSU, Chancellor’s Office, federal, and campus admission policies
Assist students in resolving concerns related to application or admission status
Troubleshoot MySJSU student account issues
Collaborate with Enrollment Management, Graduate Admissions, and other campus departments to address student inquiries
Document communication workflows and maintain accurate records
Participate in departmental meetings and ongoing training related to policy and process updates