Enrollment Services Specialist, Senior

Georgia State University•Atlanta, GA

21h

About The Position

In the Office of the Registrar, Admissions and Enrollment & Registration Services, the primary responsibility of the Enrollment Services Specialist, Sr. position is to play an important role of assisting and handling calls and student visit inquiries that cannot be resolved by the Enrollment Services Specialists. The person will assist the Assistant Registrar and Associate Registrar with monitoring InContact/Nice system, Salesforce cases submitted by students for assistance, Salesforce Live Chat, Slate Virtual Appointment, assisting with reports, and responding to student inquiries.

Requirements

Bachelor’s and two years of related experience or a combination of education and experience.
Working knowledge of integrated student record data systems, such as Banner, InContact/Nice system, Salesforce CRM system, Slate system etc.
Collaborative, energetic and resourceful work style.
Excellent oral and written communication skills.
Excellent organizational and interpersonal skills.
Ability to multi-task; pay attention to detail; and exhibit excellent customer service skills.
Experience in an enrollment services environment or unit (i.e., academic records, admissions, financial aid, registrar, student accounts).

Nice To Haves

Knowledge of FERPA and Enrollment & Registration.

Responsibilities

Public contact by counseling, advising, investigating, and problem-solving questions and issues from current and previous students, parents, faculty, staff, other college offices in all aspects of the enrollment process, including but not limited to in-depth admissions, registration, academic and biographical records, and issues related to campus and online course enrollment. The person in this position will assist in handling calls, student visits, tickets, appointments, etc. The person will assist the supervisor, Assistant Registrar, and Associate Registrar with all escalation types, monitoring Salesforce tickets submitted by students for assistance, assisting with reports, and responding to other student inquiries as needed.
Provide immediate assistance in investigating and resolving problems which cannot be solved by an Enrollment Services Specialist with 1st tier & 2nd tier enrollment services calls and student visits.
Assist the Assistant Registrar and Associate Registrar with monitoring student inquiries submitted in Salesforce by students; Assist with reports, and InContact/Nice system for in-coming and out-going calls.
Handle escalated calls, complaints, questions and inquiries. Provide excellent customer service within a high-volume Enrollment Services Call Center environment.
Provide cross-functional services in enrollment services which include admissions, registration, academic and biographical records, and issues related to campus and online course enrollment from the start of a student’s academic career through graduation.
Assist with completing the necessary process or action to make transferal to the appropriate campus resource for continued service and resolution.