Advertised Employing Department: Office of Admissions
Summary of Duties and Responsibilities:
Iowa State University is seeking applications for an Enrollment Services Adviser II to serve as a Telecounseling Coordinator/Senior Admissions Counselor. This position oversees the telecounseling operation at the Office of Admissions; hires and trains 10 to 15 student callers; develops program objectives in cooperation with the Senior Assistant Director of Admissions, Recruitment Initiatives and Transfer, in order to support enrollment services goals; works with outcome-based criteria; and supports and assists admissions and university staff with their telecounseling needs. It also includes responsibility for telecounseling training, implementation, trouble shooting, maintenance, and data reporting.
This position provides leadership in the area of admissions through work with high school visits, college fairs, on- and off-campus special recruitment programs, and early outreach programs, as well as communicating with prospective students, their families and high school counselors via telephone, written and electronic inquiries. This position also collaborates with colleagues to set territory management goals and evaluate outcomes; assists with campus visits and new student programs events and activities; and provides leadership for new admissions counselors. Additionally, the position oversees the Office of Admissions Call Center staff which includes hiring, training and supervising 10 student employees as they provide customer service via the 800-line and as they perform office tasks for the Office of Admissions. This team provides front-line customer service for the university. Their attention to value-added customer service is critical.
The successful candidate for this position will possess excellent oral and written communication skills and microcomputer skills, especially with Microsoft Word, Excel, and PowerPoint. The duties of this position will require a willingness to travel regularly and to work early mornings, late evenings and weekends; the ability to work as a team member in a fast-paced, changing workplace; and the ability to communicate with a wide variety of individuals' on- and off-campus.
Required Education and Experience:
Bachelor’s degree and 1 year of related experience.
Preferred Education and Experience:
Experience supervising college students.
Experience in Admissions, New Student Programs or related student affairs area.
Experience in a customer service role in a higher education setting.
Experience with databases performing tasks such as maintenance, running queries, data reporting and interpretation.
Experience with customer relations management (CRM) systems, texting, online chat, and other emerging communication trends.
Experience in a fast-paced high profile customer service environment, especially in supervising office operations.
Iowa State University is classified as a Carnegie Foundation Doctoral/Research University-Extensive, a member of the Association of American Universities (AAU), and ranked by U.S. News and World Report as one of the top public universities in the nation. Over 36,000 students are enrolled and served by over 6,200 faculty and staff (see www.iastate.edu). Ames, Iowa is a progressive community of 60,000, located approximately 30 minutes north of Des Moines, and recently voted the best college town in the nation (see www.visitames.com).
Iowa State University is an equal opportunity employer committed to excellence through diversity and strongly encourages applications from all qualified applicants, including women, underrepresented minorities, and veterans. ISU is responsive to the needs of dual career couples, is dedicated to work-life balance through an array of policies, and is an NSF ADVANCE institution.
Iowa State University is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status and will not be discriminated against.
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