Admissions Support Counselor - Texas Student Experience

The University of Texas at Austin•Austin, UT

3d•Onsite

About The Position

The Admissions Support Counselor role within the Texas Student Experience department is responsible for assisting students, counselors, and families throughout the admissions and enrollment process. This position involves explaining admissions procedures, troubleshooting application issues, and guiding stakeholders through the admissions event registration system. The counselor will also collaborate with other University departments to address student needs, provide resources for financial aid and new student orientation, and offer customer service via multiple communication channels. A key aspect of the role is to serve as a knowledgeable resource for general University information and campus referrals, utilizing various systems for accurate record-keeping. Additionally, the position contributes to broader enrollment operations, supports cross-functional initiatives, and participates in cross-training to maintain a comprehensive understanding of enrollment processes and systems. Collaboration with colleagues is encouraged to improve workflows and technology utilization, fostering a culture of shared responsibility and flexibility.

Requirements

High school diploma (or GED) + 5 years experience of providing direct customer service.
Excellent interpersonal and communication skills and the ability to interpret and explain information.
Highly motivated, focused, and results-oriented.
Demonstrated ability to provide accurate information in a courteous, friendly, concise, and approachable manner.
Demonstrated ability to use judgment, discretion, and decision-making skills in dealing with confidential and sensitive issues.
Demonstrated ability to learn complex University organization, policies, and procedures related to the position.
Ability to meet deadlines.
Ability to work flexible hours including nights and/or weekends and some holidays.
Must be eligible to work in the United States on a full-time basis for any employer.
Relevant education and experience may be substituted as appropriate.

Nice To Haves

Bachelor’s Degree and one year providing direct customer service.
Proficiency in Spanish.
Knowledge of The University of Texas at Austin, including institutional and unit policies, procedures, and processes.

Responsibilities

Explain admissions process and assist with troubleshooting issues related to incomplete applications.
Guide students, parents, and counselors through the admissions event registration system.
Interact with other University departments to troubleshoot needs and counsel students as needed to assist with resources such as completing financial aid requirements and signing up for new student orientation.
Provide customer service to students, parents, counselors, and other stakeholders via phone, email, virtually, and in person.
Answer questions and provide general information and solve issues related to college search, admission process, and new student enrollment using available tools and following procedures and policies for handling cases.
Perform timely follow-ups until the issue is resolved or escalated appropriately, following procedures.
Serve as a student-service resource for general University information, including providing appropriate referrals for campus resources and assisting students with navigating and accessing information on the University website.
Use appropriate resources and tools such as phone management system and student record systems regularly for up-to-date and accurate record keeping.
Contribute to broader enrollment operations initiatives and support cross-functional efforts that advance the goals and priorities of Enrollment Operations and the broader Texas Student Experience portfolio.
Participate in cross-training activities to develop and maintain working knowledge of related enrollment operations, systems, processes, and procedures.
Provide operational support to other areas of Enrollment Operations during periods of increased volume, staffing needs, critical deadlines, or other identified operational priorities.
Collaborate with colleagues across Texas Student Experience to identify opportunities for shared processes, improved workflows, consistent practices, and more effective use of technology.
Contribute to a culture of collaboration, flexibility, and shared responsibility across Enrollment Operations and the broader Texas Student Experience portfolio.
Perform other related functions as assigned.