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. The associate will follow up with both interviewed and enrolled students through to matriculation, primarily working with students interested in San Joaquin Valley College’s core or linear programs, which include onsite, blended, and fully online certificate and degree programs, as well as degree completion programs.

Responsibilities

• Ensure compliance in all recruiting activities, adhering to laws and regulations governing student recruitment and upholding conduct and ethics expectations.
• Conduct a high volume of outbound telephone calls and interviews with prospective students, providing complete and accurate information about educational programs, expected outcomes, student services, and financial considerations.
• Meet or exceed all 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 to matriculation.
• Learn detailed information about all campus program offerings to ensure accurate communication; 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 a sense of urgency to assist students with navigating enrollment processes, including timelines and document collection.
• Prepare for and participate effectively in student review meetings.
• Network to develop professional relationships that generate inquiries and referrals.
• Provide accurate and timely enrollment forecasts.
• Act on feedback and coaching; demonstrate initiative and effective self-management, 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, Visio, Excel, PowerPoint).
• Experience with customer relationship management solutions.

Skills

• Business Acumen: Leverages knowledge of the business to develop solutions balancing business 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 both the organization and individuals; addresses complaints and problems quickly and effectively.
• Professional Development: Commits to professional and personal development to stay current in the field.
• Language Skills: Strong verbal and written communication skills; ability to build relationships and influence decisions.
• Computer Skills: Intermediate Excel skills; experience with Microsoft Office Suite and customer relationship management solutions.

Physical Demands

• 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

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