Admissions Support Counselor - Texas Student Experience

University of Texas at Austin

4d•Onsite

About The Position

To assist students, counselors and families through the admissions and enrollment process. This role involves explaining the admissions process, troubleshooting application issues, and guiding individuals through the admissions event registration system. The Admissions Support Counselor will also interact with other University departments to address student needs, provide resources for financial aid and new student orientation, and offer customer service via multiple channels (phone, email, virtual, in-person). The position requires answering questions, providing general information, and resolving issues related to college search, admissions, and enrollment using available tools and adhering to policies. Timely follow-ups are essential until issues are resolved or escalated. The role also serves as a student-service resource for general University information and referrals, assisting students in navigating the University website. Additionally, the counselor will use systems like phone management and student record systems for accurate record-keeping and contribute to broader enrollment operations initiatives, supporting cross-functional efforts and collaborating with colleagues to improve workflows and technology use. Participation in cross-training and providing operational support during high-volume periods are also key aspects of the role, fostering a culture of collaboration and shared responsibility.

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.

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.
Responsible for answering questions and providing general information and solving issues related to college search, admission process and new student enrollment using available tools and follow procedures and policies for handling cases.
Responsible for 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, assist 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 supports 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.
Other related functions as assigned.