Enrollment Service Specialist (2 positions)

Maryland Connect•Patuxent Riding, MD

5d•Onsite

About The Position

The Enrollment Services Specialist is responsible for providing wide-ranging, front-facing customer service support to university constituents (i.e., prospective and current students, families, faculty, and staff) for the following student services offices: admissions, housing, financial aid, registrar, student accounts, and new student experiences. In carrying out these duties, the Enrollment Services Specialist will counsel, advise, investigate, and resolve inquiries and issues presented by potential, current, and former students, parents, faculty, staff, various third parties, and the general public. They will accurately and efficiently deliver comprehensive customer service support about course enrollment/registration information, academic records, financial aid, billing and payment, and residence life with a focus on student success and retention. The role also involves providing proactive, start-to-finish student/customer service using independent professional judgment and discretion in simple and minimally complex issues related to all supported offices. The specialist will analyze processes and procedures, problem solve and think critically. They will facilitate the use of virtual waiting line technology, message/announcement board(s) to communicate department-specific and broad campus messaging, and website maintenance. A beginner to intermediate knowledge of and skills with technology including software programs for communication, data collection, student information systems, and customer relationship management (CRM), including but not limited to PeopleSoft, Microsoft Office/365, Student Financial Planning, ImageNow, Monday.com, Zendesk, Ocelot, QTrac, etc. is required. The role includes accepting, receiving, sorting, and appropriately processing or routing required documents presented by student(s) for partner offices. The specialist will represent enrollment services and the one stop during annual days/programs, events, conferences, etc., and complete special projects and initiatives as assigned. Effective communication skills, including speaking and writing clearly, concisely, and professionally, active listening, critical reading, and adapting communication for a diverse audience are essential. The ability to respond to customers quickly, accurately, and congenially is also important. Sensitivity to cultural diversity and recognition of personal biases to inform appropriate responses to culturally diverse situations, demonstrating a commitment to equity and inclusion, and respectful interactions with persons of diverse ethnic, cultural, socio-economic, and educational backgrounds is required. Other duties as assigned.

Requirements

Beginner to intermediate knowledge of and skills with technology including software programs for communication, data collection, student information systems, and customer relationship management (CRM), including but not limited to PeopleSoft, Microsoft Office/365, Student Financial Planning, ImageNow, Monday.com, Zendesk, Ocelot, QTrac, etc.
Ability to analyze processes and procedures, problem solve and think critically.
Ability to communicate effectively by speaking and writing clearly, concisely, and professionally; practice active listening; read critically, and adapt communication for our diverse audience.
Ability to respond to customers quickly, accurately, and congenially.
Sensitive to cultural diversity and recognizes personal biases to inform appropriate responses to culturally diverse situations, demonstrating a commitment to equity and inclusion, and respectful interactions with persons of diverse ethnic, cultural, socio-economic, and educational backgrounds (ability to communicate and interact effectively with people of all ages and identities).

Responsibilities

Counsel, advise, investigate, and resolve inquiries and issues presented by potential, current, and former students, parents, faculty, staff, various third parties, and the general public.
Accurately and efficiently deliver comprehensive customer service support about course enrollment/registration information, academic records, financial aid, billing and payment, and residence life with a focus on student success and retention.
Provide proactive, start-to-finish student/customer service using independent professional judgment and discretion in simple and minimally complex issues related to all supported offices.
Analyze processes and procedures, problem solve and think critically.
Facilitate the use of virtual waiting line technology, message/announcement board(s) to communicate department-specific and broad campus messaging, and website maintenance.
Accept, receive, sort, and appropriately process or route required documents presented by student(s) for partner offices.
Represent enrollment services and the one stop during annual days/programs, events, conferences, etc., and complete special projects and initiatives as assigned.
Communicate effectively by speaking and writing clearly, concisely, and professionally; practice active listening; read critically, and adapt communication for our diverse audience. Respond to customers quickly, accurately, and congenially.
Be sensitive to cultural diversity and recognize personal biases to inform appropriate responses to culturally diverse situations, demonstrating a commitment to equity and inclusion, and respectful interactions with persons of diverse ethnic, cultural, socio-economic, and educational backgrounds.
Perform other duties as assigned.