Enrollment Services Advisor

2 months ago

Reston, Virginia, United States Commonwealth of Virginia Full time

Department: Division of Enrollment Management

Classification: Education Support Specialist 2

Job Category: Classified Staff

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Workplace Type: Hybrid Eligible

Pay Band: 03

Salary: Starting low $40,000; commensurate with education and experience

Criminal Background Check: Yes

Works with Minors check: Yes

About the Department:

The Division for Enrollment Management collaborates with the Commonwealth of Virginia community to enhance student recruitment and retention through strategic enrollment initiatives. This includes overseeing the admissions process, providing financial aid services, and managing a centralized student services resource. The division's efforts are focused on achieving institutional enrollment objectives by prioritizing the student and family experience, fostering transparency, and utilizing data-driven decision-making.

About the Position:

The Enrollment Services Advisor is responsible for staffing, training, and mentoring the Welcome team, which assists prospective students and their families engaging with the Office of Admissions. This role includes ensuring exceptional customer service and accurate information dissemination. The advisor reviews applicant files and makes informed admission decisions, serves as the primary contact for prospective students and families, and handles escalations from the service team. Additionally, the advisor conducts information sessions for prospective students and their families regarding academics, campus life, and the application process.

This position requires evening and weekend availability.

Responsibilities:

  • Recruit and supervise Welcome team personnel, including student and non-student wage employees;
  • Engage in hiring, onboarding, training, and mentoring of Welcome team members;
  • Create and manage staffing schedules to meet the needs of the Welcome team;
  • Provide primary front desk coverage when necessary;
  • Communicate policies and expectations to Welcome team personnel;
  • Ensure high-quality customer service is delivered to all members of the community;
  • Maintain lobby areas, manage supplies, and oversee work orders;
  • Ensure accurate processing of documents collected at the front desk;
  • Review freshman undergraduate applicant files and make admission decisions in accordance with established policies;
  • Manage a caseload of approximately 1,500 freshman applicants;
  • Support the review of transfer and non-degree applicants as needed;
  • Actively participate as a member of the admissions committee;
  • Serve as Counselor of the Day, addressing prospective students and families in person;
  • Conduct information sessions for prospective students and families as assigned;
  • Participate in admissions-sponsored events and assist with planning and logistics as required.

Required Qualifications:

  • Bachelor's degree in a related field or equivalent combination of education and experience;
  • Proven customer service experience;
  • Strong written and verbal communication skills;
  • Public speaking skills in both large and small group settings;
  • Analytical skills;
  • Computer literacy and willingness to learn new software;
  • Ability to work effectively with diverse populations;
  • Capability to handle sensitive and confidential information;
  • Sound judgment and independent decision-making skills;
  • Ability to prioritize tasks in a fast-paced environment;
  • Attention to detail;
  • Team-oriented mindset with a positive attitude;
  • Willingness to mentor student employees.

Preferred Qualifications:

  • Experience in an office environment;
  • Knowledge of the admissions process in higher education;
  • Familiarity with Ellucian Banner software;
  • Experience with Salesforce CRM;
  • Prior admissions or related experience;
  • Knowledge of the local campus and surrounding area;
  • Understanding of the diverse population and campus offerings;
  • Bilingual abilities.

Instructions to Applicants:

Applicants must submit an online application, including three professional references and a cover letter and resume.

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