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Admission Systems & Services Coordinator

Employer
Suffolk University
Location
Massachusetts, United States
Salary
Salary Not specified
Date posted
Mar 2, 2024

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Position Type
Faculty Positions, Education, Teacher Education
Employment Level
Administrative
Employment Type
Full Time
At Suffolk University we are driven by the power of education, inclusion, and engagement to change lives and positively impact communities. Committed to excellence, we provide students with experiential and transformational learning opportunities that begin in the center of Boston, reach across the globe, and lead to extraordinary outcomes for our graduates. Suffolk University draws its energy from the vibrant urban heart of Boston, with its spectrum of cultures, customs, values, and expression, and from the rest of the world, in the places our students and faculty call home. Its the ideal foundation upon which to build a truly diverse university community.

Suffolk University is seeking an Admission Systems & Services Coordinator to join our team. Reporting to the Assistant Director of Admission Information Systems, the candidate will serve as a data-driven operations leader grounded in excellent customer service. They will collaborate effectively in a team environment to design, enact, and continuously improve upon admission operation processes and procedures. In addition to the responsibility of data processing and integrity, the candidate will provide concierge-level service to prospective students and families and guide them through the steps to enrollment. They will coordinate all virtual and on-campus appointments, manage the offices graduate fellow program, and provide administrative support to the entire admissions department. If youre passionate about helping students and value the importance of our historical mission of access, opportunity, and inclusion, then we welcome your application for this position.

Responsibility

Serve as the customer service operations lead for the Office of Undergraduate Admission. This includes, but is not limited to, the following:

  • Manage all communications sent to the Undergraduate Admission email account and Slate Inbox.
  • Schedule all virtual and on-campus appointments for admission counseling staff. Assure daily appointments are communicated to admission team and properly coded in Slate CRM.
  • Create and implement training protocols for student workers who assist with emails, reception desk coverage, and phone calls. Assure that all messaging is meeting a high standard of service and support.
  • Assist with phone and reception desk coverage for the admission office. Assure that reception area is presentable and stocked with admission brochures for visitors.
  • Manage the AI Bot on website including the quality control of responses, proper escalation of issues to vendor, tracking performance metrics, and training/scheduling student workers and staff on live agent feature.
  • Responsible for the interviewing, hiring, onboarding and supervision of the graduate fellows in Undergraduate Admission. This includes all training on Suffolk Universitys admission policies and procedures, budgeting and scheduling their office hours, approving their timesheets in Workday, and making sure they are provided support and mentorship.

    Provide hands-on, concierge-level service to students and families during the enrollment process. Work collaboratively with the Director of Undergraduate Admission and Director of Orientation & New Student and Family Programs to devise a structured onboarding plan for deposited students. Assist with anti-melt outreach strategies for new freshmen, transfers, and international students.

    Other duties will include, but are not limited to, the following:

  • Assist with data projects and reports for the Director of Admission
    Information Systems, including data processing and integrity checks.
  • Serve as the primary back-up for the Assistant Director of Admission Information Systems.
  • Coordinate and manage student phone-a-thon events during the fall and spring.
  • Manage online event environments as needed (Virtual Information Sessions,
    Webinars, Chats etc.)
  • Conduct information sessions or cover college fairs/high school visits as needed.
  • Provide support at large-scale admission events such as Open House and
    Admitted Student Showcase.
  • Other duties as assigned by the Director of Undergraduate Admission and Senior
    Vice President of Enrollment.
  • Requirements/Qualifications:

  • At least 2-3 years of administrative/operations experience working in a university setting, preferred.
  • Bachelors Degree Required
  • Strong written and verbal communication skills.
  • Experience working with students and families from underrepresented populations preferred.
  • Possess a love for creativity and innovation; willingness to try new approaches to achieve desired objectives.
  • Ability to hire, delegate, oversee, follow-up, and supervise student employees.
  • Ability to dynamically engage with prospective applicants and families.
  • Detail-oriented, excellent organizational skills with an ability to prioritize, and work on multiple projects and tasks simultaneously, often with many interruptions.
  • Strong team player who takes pride in every aspect of work, performs it with energy and enthusiasm, has great listening skills, and is committed to continuous learning.
  • Willingness to commit to exceeding expectations and deliver the highest level of customer service.
  • Self-motivated, proactive, honest, friendly, courteous and collaborative.
  • Proficiency with technology including Word, Excel, CRM systems (preferably Slate), social media, Zoom, WebEx, Google Meet, Microsoft Teams, Workday etc. preferred.
  • Ability to work flexible hours with some evening and weekend work as needed.
  • Ability to work independently and as part of a team on group projects.
  • PI237511354

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