Associate Director, Customer Service Admissions Operations
2 weeks ago(7/25/2022 11:49 AM)
Location : Location
Office of Undergraduate Admissions
University Enrollment Management (WS1960)
Manage the operational functions of the Office of Undergraduate Admissions with a focus on customer service. In conjunction with the Director, Admissions Operations and the Coordinator of Applicant Relations, manage the receipt of inquiries, inquiry responses, application processing and the communication of all admissions decisions as well as numerous follow-up recruitment mailings and electronic communications to both prospective students and applicants. Ensure that department goals are met. Develop and implement internal and external policies and procedures. Train staff on University, Division, and Departmental customer service standards to ensure excellence in all customer interactions. Help to gauge the effectiveness of current operations and recommend enhancements to the Director. Participate in the long-term strategic planning of the department. Serves as the secondary liaison with various University departments including the Office of the Registrar, Bursar, and Financial Aid to ensure necessary applicant information is provided and to resolve problems. Collaborate with Marketing, Communications, and Visitor Relations team to provide and maintain operations focused digital content. Attend local and national conferences to learn about and present on best practices in university admission operations.
Required Education: Bachelor's Degree
Preferred Education: Master's Degree in Higher Education Administration
Required Experience: 5+ years experience supervising daily business operations and staff, or equivalent combination of education and experience.
Preferred Experience: 5+ years experience supervising daily business operations and staff in a high paced, high volume office environment. Experience managing projects at a large private college/university’s admissions office.
Required Skills, Knowledge and Abilities: Excellent oral/written communication skills with the ability to articulate complex issues and communicate clearly and interact effectively with students, faculty, and staff from a broad range of programs and disciplines. Requires strong ability to problem-solve; and ability to deliver outstanding customer service.
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