Enrollment Customer Support Specialist

About Us

Are you ready to join a community leading in innovative teaching and learning? Kennesaw State University is one of the 50 largest public institutions in the country.

With our growing enrollment and global reach, we are enjoying increased prominence among Georgia's colleges. We offer more than 150 undergraduate, graduate, and doctoral degrees to over 43,000 students. Our entrepreneurial spirit, high-impact research, and Division I athletics also draw students from throughout the region and from 92 countries across the globe.

Our university's vibrant culture, career opportunities, mission and values and rich benefits make us an employer of choice. We are part of the University System of Georgia. Kennesaw State will exemplify the power and promise of a student-centered, research-driven university.

Our institutional values are student-inspired, promise-fulfilling, true to ourselves, elevational, open and impact-generating. In addition, we support the University System of Georgia core values of accountability, excellence, integrity and respect. We are searching for talented people to join Kennesaw State University. Come to KSU and find your passion.

Location

Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144. Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.

Job Summary

Responsible for providing customer support for prospective and current students and families regarding admissions and other enrollment-related processes. Communicates and counsels via face-to-face, phone, email, and customer relationship management (CRM) cases.

Responsibilities

KEY RESPONSIBILITIES:

1.Handles a large volume of inbound and outbound calls, CRM cases, and emails in a timely manner to ensure a seamless enrollment process for prospective students, applicants and enrolled students

2.Provides excellent customer service to students, families, faculty and staff by providing detailed and accurate information about admissions and basic cross-functional information regarding financial aid, registration, and other enrollment-related concerns

3.Collaborates and builds positive relationships with other staff and departments to provide excellent customer service

4.Maintains service expectations of the admissions office via case assignments in the CRM

5.Responsible for providing excellent customer service to students , families, and staff at the service counter

6.Documents communications, interactions, and information, according to established guidelines

7.Escalates inquiries to appropriate staff or office per guidelines

8.Reviews, answers, and escalates emails received to the resource account

9.Collects enrollment related documentation including, but not limited to, transcripts, immunization, lawful presence, and tuition classification and follows established processes to ensure that documentation is made available to the respective office for processing

10. Maintains a clean and organized guest service area

11. Participates in Enrollment Services related events, some of which may take place outside of normal work hours (e.g., Open House, Orientation, Accepted Student Events)

Required Qualifications

Educational Requirements

High school diploma or equivalent

Required Experience

One (1) year of related experience working in an enrollment services or customer service role

Preferred Qualifications

Additional Preferred Qualifications

Bilingual

Preferred Educational Qualifications

An advanced degree from an accredited institution of higher education in a related field

Proposed Salary

The budgeted salary range is $17.42 to $18.96 per hour. Offers are based on relevant experience.

Comprehensive benefits to include Medical, Dental, Vision, 13 paid holidays, vacation, generous retirement plans, tuition waiver, wellness options, and much more! Visit hr.kennesaw.edu/benefits.

Knowledge, Skills, & Abilities

ABILITIES

Able to work in a fast-paced work environment, demonstrated ability to manage time and proven ability to achieve set goals

High level of empathy and ability to deal with sensitive and confidential situations

Able to handle multiple tasks or projects at one time, meeting assigned deadlines

KNOWLEDGE

Working knowledge of and abides by the regulations of the Family Education Rights and Privacy Act (FERPA)

SKILLS

Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills

Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite)

Strong attention to detail and follow up skills

Exemplary customer service skills and phone and e-mail etiquette

USG Core Values

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect.

These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Equal Employment Opportunity

Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community.

For additional information or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 225, eeo@kennesaw.edu.

Other Information

This is not a supervisory position.

This position does not have any financial responsibilities.

This position will not be required to drive.

This role is not considered a position of trust.

This position does not require a purchasing card (P-Card).

This position may travel 1% - 24% of the time

Background Check

• Standard Enhanced

Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening

results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.

All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.

https://www.usg.edu/hr/assets/hr/hrap_manual/HRAP_Background_Investigation_Employment.pdf