Job Summary

Reporting to the Senior Director of Online Recruitment, the Enrollment Counselor’s primary focus is to build relationships and recruit new or returning potential SJSU Online students by utilizing phone and internet technology. The Counselor works within a learner-focused student services model to ensure that fully online degree seekers experience integrated, seamless connections to the University from inquiry through admission. Through proactive outreach the Counselor serves as the University’s point of contact for online degree seekers, performing complex student services professional work to help potential students identify their appropriate program of study, address questions related to financial aid and transcript evaluation, determine initial eligibility following CSU regulations, policies and procedures, and fully support the applicant to resolve issues during the application process. The ideal candidate for this role will be an articulate, organized, results-driven, team player with the resiliency to maintain a high energy level on a high number of inbound/outbound calls, text messages, and emails daily to and from prospective online students. The ideal candidate will also have interpersonal skills to connect with prospective students on calls, openness to feedback, ability to listen actively for long periods of time, confidence, adaptability, and integrity.

Key Responsibilities

• Provide excellent customer service to prospective students throughout the full admission recruitment process primarily via telephone
• Navigating through and maintaining SJSU Online’s Customer Relationship Management (CRM) system and automated phone system
• Updating student inquiry progression in SJSU Online’s databases
• Maintain a pipeline of students, which will include following a prescribed call plan and prioritizing prospective student’s needs
• Meet with prospective students to counsel on completing Admissions requirements, discusses academic programs, admission options, and financial aid opportunities and conducts online campus tours.
• Coordinates the compilation, tracking, and timely receipt of all required application materials for the application process (both domestic and international) for admission
• Reviews and determines completeness and validity for all required documents for admission, including residency status and data elements; enters results in CMS
• Receives, processes and deposits application fee payments
• Receives and processes documents for application fee waivers; makes determination re: waiver request
• Reviews/updates data regarding educational history and records components in CMS
• Maintains daily/weekly record of admissions processes to be completed and those that have been completed
• Communicates with the Recruitment Coordinator and Senior Director of Online Recruitment on processing or system issues
• Interprets and explains admission requirements, transfer credit evaluation policies, and enrollment policies to students, parents, campus community members and representatives from other colleges and institutions
• Provides high-level customer service to students by answering complex policy questions, outlining and troubleshooting various documents and batch processes, including transcripts and documents related to domestic and international admission processes

Knowledge, Skills & Abilities

• Ability to communicate with constituents in a professional and respectful manner
• Knowledge regarding the scanning and processing of all documents required in the admission process, and how these documents affect an individual's application/admission status 
• Ability to work with or learn the content management system and document processing (i.e.CMS, current versions of Google Office Suite, Microsoft Office (esp. Word and Excel); email and phone skills
• Excellent customer service and public relation skills
• Ability to listen and determine the true intent of a question and provide correct information
• Ability to handle multiple work priorities, organize and plan work and projects
• Ability to apply a wide variety of policies and procedures where specific guidelines may not exist
• Ability to advise students individually and in groups on routine matters where required
• Excellent oral and written communication skills
• Ability to travel evenings and weekends; possess valid driver’s license
• Ability to work evenings/weekends and have a flexible schedule

Required Qualifications

• Equivalent to graduation from a four-year college or university in a related field, including or supplemented by upper division or graduate coursework in counseling techniques, interviewing, and conflict resolution where such are job-related
• Two years of work experience in admissions or educational recruitment. A master’s degree in Counseling, Clinical Psychology, Social Work, or a directly related field may be substituted for one year of experience.

Preferred Qualifications

• Minimum of 1 year of experience in college admissions, recruitment or sales OR a minimum of 5 years of experience in an enrollment/admissions position in nontraditional higher education recruitment
• Experience working with non-traditional students
• 5 years of sales experience
• 6 months of call center experience in an in­bound and out­bound environment
• Experience in communicating admissions and or student services policies and procedures to community college, university, or high school constituents

Compensation

Classification: Student Services Professional II
Anticipated Hiring Range: $4,610/month - $4,900/month
CSU Salary Range: $4,610/month - $6,556/month

San José State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary.

Application Procedure

Click Apply Now to complete the SJSU Online Employment Application and attach the following documents:

• Resume
• Letter of Interest

All applicants must apply within the specified application period: December 8, 2023 through January 2, 2024. This position is open until filled; however, applications received after screening has begun will be considered at the discretion of the university.

Contact Information

University Personnel
jobs@sjsu.edu
408-924-2252

CSU Vaccination Policy

The CSU strongly recommends that all individuals who access any in-person program or activity (on- or off-campus) operated or controlled by the University follow COVID-19 vaccine recommendations adopted by the U.S. Centers for Disease Control and Prevention (CDC) and the California Department of Public Health (CDPH) applicable to their age, medical condition, and other relevant indications and comply with other safety measures established by each campus. The system wide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to jobs@sjsu.edu.

Additional Information

Satisfactory completion of a background check (including a criminal records check) is required for employment. SJSU will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was offered the position on a contingent basis.

The standard background check includes: criminal check, employment and education verification. Depending on the position, a motor vehicle and/or credit check may be required. All background checks are conducted through the university's third party vendor, Accurate Background. Some positions may also require fingerprinting. SJSU will pay all costs associated with this procedure. Evidence of required degree(s) or certification(s) will be required at time of hire.

SJSU IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (e.g. H1-B VISAS)

All San José State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. Incumbent is also required to promptly report any knowledge of a possible Title IX related incident to the Title IX Office or report any discrimination, harassment, and/or retaliation to the Office of Equal Opportunity.

Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act and Campus Housing Fire Safety Notification: 

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the Annual Security Report (ASR) is also now available for viewing at https://www.sjsu.edu/clery/docs/SJSU-Annual-Security-Report.pdf. The ASR contains the current security and safety-related policy statements, emergency preparedness and evacuation information, crime prevention and Sexual Assault prevention information, and information about drug and alcohol prevention programming. The ASR also contains statistics of Clery crimes for San José State University locations for the three most recent calendar years. A paper copy of the ASR is available upon request by contacting the Office of the Clery Director by phone at 408-924-1501 or by email at clerycompliance@sjsu.edu.

Pursuant to the Higher Education Opportunity Act, the Annual Fire Safety Report (AFSR) is also available for viewing at https://www.sjsu.edu/clery/docs/SJSU-Annual-Fire-Safety-Report.pdf. The purpose of this report is to disclose statistics for fires that occurred within SJSU on-campus housing facilities for the three most recent calendar years, and to distribute fire safety policies and procedures intended to promote safety on Campus. A paper copy of the AFSR is available upon request by contacting the Housing Office by phone at 408-795-5600 or by email at uhs-frontdesk@sjsu.edu.

Campus Security Authority - In accordance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) and CSU systemwide policy, this position is subject to ongoing review for designation as a Campus Security Authority. Individuals that are designated as Campus Security Authorities are required to immediately report Clery incidents to the institution and complete Clery Act training as determined by the university Clery Director.

Equal Employment Statement

San José State University (SJSU) is an Equal Opportunity/Affirmative Action employer committed to nondiscrimination on the basis of age, ancestry, citizenship status, color, creed, disability, ethnicity, gender, genetic information, marital status, medical condition, national origin, race, religion or lack thereof, sex, sexual orientation, transgender, or protected veteran status consistent with applicable federal and state laws. This policy applies to all SJSU students, faculty and staff programs and activities. Title IX of the Education Amendments of 1972, and certain other federal and state laws, prohibit discrimination on the basis of sex in all education programs and activities operated by the university (both on and off campus).