1267 Admissions Coordinator-Customer Service and Events

POSITION IDENTIFICATION

TITLE Admissions Coordinator-Customer Service and Events

CLASSIFICATION NUMBER 1267

GRADE 42

CLASSIFICATION Exempt

IMMEDIATE SUPERVISOR Director of Admissions

MAJOR ADMINISTRATOR Associate Vice President, Enrollment Management

GENERAL FUNCTION

The Admissions Coordinator – Customer Service and Events utilizes institutional data and best practices in recruitment to develop, manage, and evaluate recruiting events and customer service operations in the Office of Admissions and the Welcome Center that are designed to enhance guest relations for the purpose of affecting the enrollment behaviors of prospective students. The Admissions Coordinator – Customer Service and Events plans and organizes customer service functions to ensure that front desk operations, admissions appointment, recruitment events, and travel calendars are properly planned and assigned for all Admissions staff, graduate assistants, and student workers. The Admissions Coordinator – Customer Service and Events uses a survey instrument to collect appointment and event data and prepares and analyzes the data to measure achievement of event goals and customer satisfaction. The Admissions Coordinator – Customer Service and Events manages a territory of high schools and community colleges and represents Missouri State University at selected recruitment visits. The Admissions Coordinator – Customer Service and Events counsels prospective students and their parents regarding admission requirements, academic programs, financial aid and scholarships, residence halls, and student organizations and activities. Using professional judgment and established University admission policy, the Admissions Coordinator – Customer Service and Events performs individual review of application documents of applicants in their territory who do not meet scale and/or core admission criteria, as well as applicants who have submitted the supplemental form and/or an appeal for admission as an exception, in order to make an admission decision and determine scholarship eligibility.

MINIMUM ACCEPTABLE QUALIFICATIONS

Education: A bachelor’s degree is required; a master’s degree is preferred.

Experience: At least two years of experience working in a higher education institution is required; experience in recruitment, admissions, and/or experience planning large events and managing complex projects is required. Supervisory experience is preferred.

Skills: Excellent verbal and written communication skills are required. A working knowledge of computer database systems is required. Effective supervisory skills are required. The ability to learn and follow complex procedures and detailed policies while working with minimal supervision is required. Effective decision-making skills are required. Familiarity with Microsoft Office products is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.

Effort: This position makes presentations and coordinates events requiring lifting and transporting media equipment, supplies, and displays that may weigh thirty or more pounds, unassisted. Occasional overnight travel and evening and weekend work hours are required.

License: A valid Missouri driver’s license is required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Develops programming for recruitment events and implements tools to measure outcomes designed to impact enrollment behaviors for prospective students.

2. Develops and manages budgeted expenditures for planned recruitment events.

3. Ensures that front desk operations, admissions appointments, recruitment events, and travel calendars are properly planned and assigned for all admissions staff, graduate assistants, and student workers.

4. Ensures successful implementation of key programs of interest in Admissions, such as the telecounseling program, the alumni ambassador program, community counselor programming, etc.

5. Researches and performs statistical analysis of data compiled from front desk operations, daily admission appointments, and recruitment events to develop measurable targets for customer service and future even planning in order to impact student enrollment behaviors.

6. Contributes to the achievement of University enrollment and recruitment goals and objectives by representing Missouri State University at selected college fairs and high school and community college recruitment visits, advising prospective students and their parents regarding admission policy and requirements, academic programs, financial aid and scholarships, residence halls, student organizations and activities, assisting with the development of publications used for admissions and recruitment, responding to written, phone, email, and in-person inquiries, meeting with visiting students and parents, and planning activities and events, both on and off-campus, for prospective students, families, and high school counselors.

7. Develops and manages budgeted expenditures for recruitment events, works with Marketing and Communications and Web and New Media to provide creative oversight and direction towards the development of admission publications, web pages, and email campaigns designed to impact enrollment behaviors for prospective student target markets, and monitors, measures, and performs statistical analysis of data to determine the effectiveness of outreach strategies related to enrollment goals, and monitors, measures, and reports on the impact of strategy related to enrollment and customer service goals.

8. Performs individual review of application documents of applicants in their territory who do not meet scale and/or core admission criteria, as well as applicants who have submitted the supplemental form and/or an appeal for admission as an exception, in order to make an admission decision and determine scholarship eligibility.

9. Facilitates a work environment that encourages knowledge of, respect for, and the development of skills to engage with those of other cultures or backgrounds.

10. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses required by the Director of Admissions.

11. Assists in meeting enrollment, recruitment, and student service objectives of the University by performing other duties as assigned.

SUPERVISION

The Admissions Coordinator-Customer Service and Events is supervised by the Director of Admissions, supervises the Customer Service Manager, graduate assistant(s), and student employees working with recruitment projects and/or events.

OFFICE OF HUMAN RESOURCES

MAY 2015

JOB FAMILY 4

Factor 1: Professional Knowledge, Skill, and Technical Mastery

Level 3 - 1500 Points: Entry-level knowledge of the principles, concepts, practices, and methods of an administrative, managerial, technical, or professional specialty. Knowledge permits employee to carry out basic recurring tasks and routine portions of assignments or to carry out less demanding professional elements of assignments in professional or technical areas including accounting or auditing, financial management, business administration, human resources, law, engineering, science, or medicine, while gaining familiarity with the University's policies and goals, business practices, and/or accounting systems. This level of knowledge permits the employee to schedule and carry out the steps of a limited operation or project, or to complete stages of a multi-phase project. Alternatively, knowledge at this level might also permit the employee to carry out recurring tasks and routine assignments requiring moderate experience in specific areas within higher education. Knowledge at this level is typically acquired through a combination of formal education and/or training and experience that includes a requirement for a college degree in a specific technical or professional specialty. Knowledge requirements may also include a limited amount of related work experience. Alternatively, equivalent knowledge requirements at this level include a non-technical or general Bachelor's degree requirement with a moderate level of additional related work experience or a non-specific Master's degree requirement with some related work experience.

Factor 2: Supervisory Responsibility

Level 3 - 270 Points: Supervision of a limited number of (a) operative, administrative support, or paraprofessional employees who do not exercise a full range of supervisory responsibilities over other full-time employees, (b) a very small number of professional employees, or an equivalent combination of (a) and (b). The incumbent performs a full range of supervisory responsibilities including performance reviews of subordinates. The incumbent is generally responsible for training, planning, and directing the work of permanent employees, and provides major input into hiring decisions. Supervisory responsibilities consume moderate amounts of work time and may include general work planning tasks.

Factor 3: Interactions with Others

Level 3 - 250 Points: The purpose of interactions is to advise or counsel others to solve recurring and structured problems, and/or to plan or coordinate work efforts with other employees who are working toward common goals in situations where relationships are generally cooperative. Interactions are moderately structured and routine and may involve employees in different functions, students, and/or the general public. These types of interactions require normal interpersonal skills.

Factor 4: Job Controls and Guidelines

Level 2 - 250 Points: The employee carries out a group of procedures using the general methods and desired results indicated by the supervisor. Typically, standard operating procedures, handbooks, and/or reference manuals exist for most procedures, but the employee must select from the most appropriate of several guidelines and make minor adjustments to methods. Unforeseen situations are normally referred to others for resolution. Assignments are related in function and objective, but processes, procedures, or software varies from one assignment to another. Based on the assignment, the employee uses diverse, but conventional, methods, techniques, or approaches. Employees in jobs at this level may perform work that is moderately complex, but normally performed within a fairly narrow and specific functional area.

Factor 5: Managerial Responsibility

Level 3 - 850 Points: Work involves providing significant support services to others both within and outside of the department that substantially influences decision-making processes. Work activities are complex and others rely on the accuracy and reliability of the information, analysis, or advice to make decisions. Work activities have a direct, but shared, impact on further processes or services, affect the overall efficiency and image of the department, and may have material impact on costs or service quality within the cost center. Incumbents may be responsible for identifying areas of need and for developing proposals that request funding to fulfill those needs.