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Clerk IV

3 months ago

Amherst, United States UMass Amherst Full time

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.

Job Summary

The business development and lead analyst will work with program directors and staff and will be responsible for managing qualified leads for the Elaine Marieb College of Nursing (EMCON) academic programs. This includes graduate, undergraduates, and certificate programs. The analyst will direct communications efforts to prospective students who are considering EMCON academic programs. This individual will monitor and analyze data from the departmental customer relationship management (CRM) system. Based on analysis of CRM data, they are responsible for qualifying leads and participating with and recruiting appropriate resources to follow up with prospective students.

Essential Functions

  • Prospective Student Conversion - actively pursues qualified leads and addresses general inquiries from prospective students be a one-on-one correspondence (e.g., email, social media, telephone, chat, in-person appointments, etc.) Converts qualified leads into promising application by providing prospective students with appropriate and accurate information regarding EMCON program options and admissions.
  • Lead Analysis - monitors and analyzes data from CRM system used by the college to track full lifecycle of qualified leads (from prospect to applicant to matriculated student). Takes part in decision-making process regarding CR system such as: implementation, migration, conversions, etc. Analyzes data to identify key reeds and recommends effective communication strategies and Marketing Resources allocation you.
  • Marketing and Communications Projects - contributes to overall success of EMCON programs by providing solutions about team coordination and related workflow procedures including assisting with review of perspective students' communication plans, assisting with scheduling and motion of recruitment events as well as development and maintenance of the management resources. Continuously explores new and innovative ways to use the CRM tool to improve perspective student services and communications.
  • Recruitment - participates in recruitment activities performed by EMCON and the university marketing and communications department, emphasizing program benefits and success outcomes to perspective students. Attend on-campus career fairs and virtual information session for perspective students. Answers questions from audience be a chat and assist the presenter with managing audience participants.

Other Functions

  • Works cooperatively with other campus stakeholders and fulfill the EMCON mission.
  • Performs other duties as assigned or required to meet department, executive area/division, and university goals and objectives.
  • Understand responsibilities with respect to Title IX, Clery, and other compliance requirements.
  • Demonstrates capacity, still, and willingness to engage students and contribute student success.
  • Understands responsibilities with respect to conflicts of interest and behaves in ways consistent both with law and with university policy.
  • Contributes toward creating a positive and respectable workplace defined by personal and professional competence, integrity, and collaboration.
  • Understands and contributes to implementation of departmental and institutional goals for achieving non-discrimination and creating a respectable, inclusive environment that is supported of diversity.
  • Uses access to sensitive and/or not yet public university related information only in the performance of the responsibilities of the position and exercises care to prevent unnecessary disclosure to others.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • High school diploma with 3 years of experience in telemarketing, sales, or customer service.
  • Associates degree may substitute for 2 years of experience.
  • Well-versed oral, written, and listening skills.
  • Commitment to providing excellent customer service and a consistently positive student experience.
  • Strong organizational and planning skills. Must be able to manage time and multiple tasks/projects simultaneously, set effective priorities, accomplish goals, follow-up in a timely manner, and meet deadlines.
  • Ability to thoughtfully influence diverse stakeholders including prospective students, current students, faculty, and staff.
  • Ability to quantify results in a clear, concise, user-friendly manner.
  • Technical aptitude and ability to use (or learn) computer-based registration and academic records technology. This may include Customer Relationship Management (CRM) software (i.e., Salesforce), virtual meeting software, appointment calendaring, SPIRE, PowerPoint, Excel, Word, Teams, etc.
  • Exercise discretion and confidentiality when interacting with students, faculty, and staff.
  • Knowledge or ability to learn the student lifecycle and lead management best practices.

Physical Demands/Working Conditions

  • Typical office environment.

Additional Details

May be required to work some nights and/or weekends.

Work Schedule

  • Alternating schedule to provide morning, midday, and evening coverage.
  • 18.75 hours per week.
  • This is a temporary, 2 year benefited role.

Salary Information

Grade 13

Special Instructions to Applicants

Along with the application, please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.