Enrollment Services Associate

About the Role

The Enrollment Services Associate ensures all prospective and enrolled students receive timely, accurate, and compliant information along with excellent customer service. This role involves scheduling and conducting interviews with prospective students, providing detailed information about educational programs, expected outcomes, student services, and financial considerations while assessing candidate suitability for enrollment. The Associate follows up with both interviewed and enrolled students through matriculation, primarily working with students interested in San Joaquin Valley College’s core or linear programs, which may include onsite, blended, and fully online certificate, degree, and degree completion programs starting every 5 to 16 weeks.

Responsibilities

• Ensure compliance in all recruiting activities, adhering to laws and regulations governing student recruitment and upholding the College’s conduct and ethics expectations.
• Conduct a high volume of outbound telephone calls and interviews with prospective students, providing complete and accurate information about programs, outcomes, services, and financial considerations.
• Meet or exceed performance metrics and individual production goals.
• Manage workflows to ensure regular, active outreach and follow-up with prospective students, interviewed candidates, and enrolled students through matriculation.
• Learn detailed information about all campus program offerings to communicate accurate information; utilize resources and subject matter experts as needed.
• Partner daily with the Student Finance team and interviewed students to provide necessary information for informed enrollment decisions and clear next steps.
• Update the Student Information System with detailed notes after each contact with prospective and enrolled students.
• Exhibit urgency in assisting students with enrollment processes, including timelines and document collection.
• Prepare for and participate effectively in student review meetings.
• Network to develop professional relationships generating inquiries and referrals.
• Provide accurate and timely enrollment forecasts.
• Act on feedback and coaching; demonstrate initiative and self-management with effective analytical, problem-solving, multi-tasking, and time management skills.
• Use enrollment services tools and data to balance conducting interviews and following up with interviewed and enrolled students to meet individual goals.
• Work effectively in a team environment, supporting overall campus goals and objectives.
• Maintain effective communications with all College departments.
• Engage with the entire College Campus community, including cross-departmental meetings, events, and activities.
• Complete other duties as assigned.

Requirements

• Bachelor’s degree preferred; Associate degree required.
• Minimum of 3 years of high-volume, fast-paced customer service experience.
• Prior Enrollment Services/Admissions or non-durable sales experience is a plus.
• Superior organizational, problem-solving, multi-tasking, and time management skills.
• Excellent interpersonal, written, and oral communication skills.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint); intermediate Excel skills.
• Experience with customer relationship management solutions.

Skills

• Business Acumen: Leverages knowledge of the business to develop solutions balancing needs with organizational risk.
• Analytical Thinking: Synthesizes complex or diverse information to identify trends and develop proactive solutions.
• Conflict Resolution: Resolves conflicts in a manner beneficial to the organization and individuals; addresses complaints and problems effectively.
• Professional Development: Commits to ongoing professional and personal development to stay current in the field.
• Language Skills: Strong verbal and written communication; ability to build relationships and influence decisions.

Physical Demands

The physical demands described are representative of those required to perform the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities.

• Regularly required to sit, use hands to finger, handle, or feel; reach with hands and arms; talk and hear.
• Frequently required to walk.
• Occasionally required to stand; climb or balance; stoop, kneel, crouch, or crawl.
• Must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.

Work Environment

The work environment characteristics described are representative of those encountered while performing the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities.

• Occasionally exposed to wet and/or humid conditions and outside weather conditions.
• The noise level in the work environment is usually moderate.