Admission Counselor II (Multiple Positions)

The Enrollment Counselor is part of a team responsible for the overall operation and management of recruitment and enrollment activity for online students (i.e., Recruitment, Pre-enrollment Counseling, Next Steps Center, New Student Orientation). Enrollment Counselors strive to provide each online student with a welcoming experience that assists in building their connection to the university and establishing their identity as a member of the Wildcat Family. The Enrollment Counselor will provide logistical and personnel support for the enrollment of online undergraduate students.

The Online Initiatives Department recognizes that flexible work arrangements can provide employees with many benefits. As such, we are happy to offer a hybrid work week for this position.

Arizona Online delivers full degree programs and certificates representative of the university's values, creating opportunities for students to complete degrees from across the sciences, liberal arts, and professional programs, including architecture and planning, business, engineering, and the health sciences. The guiding principle of Arizona Online is quality - in course and program delivery, in student support and success services, and in student engagement.

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; state and optional retirement plans; access to UA recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please click here.

Duties and Responsibilities:

*Execute effective pipeline management of around 175-200 students following a prescribed call plan
*Navigate Arizona Online enrollment process and qualifying features
*Advise prospective students on the requirements and the procedures for the admissions process primarily via telephone
*Inform and counsel students about services available and assesses their student needs
*Effectively navigates and maintains Arizona Online' s Customer Relationship Management system (Slate) and automated phone system (Genesys Cloud Dialer)
*Aid and support new hires via shadowing
*Schedule workflow to ensure accurate phone coverage and completion of daily responsibilities
*Monitor priority of calls and shifts calls to assure resolution to problems
*Make recommendations to management to improve efficiency and effectiveness
*Participate in bi-weekly meetings with supervisors to identify lead quality, possible technology challenges and other bulleted items
*Participate in weekly coaching sessions to assess student skills
*Participate in weekly team meetings

Knowledge, Skills, and Abilities:

*Enthusiastic personality with an affinity for teamwork and collaboration
*Self-motivated, strategic, flexible, and able to work on multiple tasks with changing priorities as needed in a fast-paced environment
*Strong organizational and verbal communication skills
*Computer skills and knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Teams, SharePoint)
*Ability to work comfortably on the phone/headset for extended periods of time

• Bachelor's degree and minimum of 3 years related job experience; OR any equivalent combination of education and experience
  
  

• Experience recruiting in higher education
  
• 6+ months call center experience in an inbound and out bound environment
  
• Bi-lingual in Spanish and English