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Admissions Customer Service RepresentativeThe School of The New York Times - New York, NY
posted 30+ days ago

Under the administrative direction of the Senior Enrollment Counselor and/or Director of Admissions, the Admissions Customer Service Representative performs a full range of admissions, customer service-oriented telephone, email, and social media support activities across the suite of Pre-Collegiate programs, particularly as it pertains to applications, registration and billing, student affairs, and other aspects of student services for enrolled students.

Essential Duties and Responsibilities:

Specific duties and responsibilities include the following, but the individual will also be expected to perform all the duties necessary which are customarily performed by a person holding this position. Other duties may be assigned.

  • Develops and maintains a positive customer service relation by conducting customer needs assessment, meeting quality standards for service, and evaluating customer satisfaction through a high volume of inbound and outbound calls, emails, and other communication methods.
  • Answers inquiries via email and phone regarding applications, enrollments, payment methods, academic programs, course descriptions, and School policies and procedures;
  • Schedules one-on-one meetings, phone calls, or all other follow up with prospective students and the designated department or personnel;
  • Make outbound calls regarding admissions, enrollment conversion, and other student/parent related matters, as needed;
  • Assist with creating mailing lists and sending reminders for applications, enrollment, and student affairs notifications as needed
  • Respond to requests and arrange meetings from prospective students to talk with a student ambassador;
  • Respond to livestream inquiries and questions during and at the conclusion of events, Facebook Livestreams, Open Houses, and school fairs;
  • Monitor and respond to social media inquiries and questions regarding applications, academic programs, and parent complaints;
  • Welcome students and parents at recruitment events and orientations and may serve as point of contact on site during onset of programs.
  • Assist with document collection and review.
  • Assist team members with day to day admissions tasks, application review, and other long-term projects as needed.

Knowledge and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed here are representative of the knowledge, skill and ability required. Under the ADS, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • A strong customer service orientation with ability to work with multiple groups of people and colleagues at all levels
  • Demonstrate professionalism and diplomacy in interpersonal relationships
  • Ability to communicate
  • Support and embrace diversity and inclusiveness
  • Ability to be present in the office and possible offsite events, and classrooms
  • Ability to pass a background check
  • Ability to fast-paced, and sometimes ambiguous environment, with changing priorities, and with multiple simultaneous projects that require attention
  • Ability to be present in the office 20 hours per week
  • An understanding of the unique value proposition of a “branded” educational offering like The School of The New York Times or Sotheby’s Summer Institute
  • Proven ability to maintain the highest standards of written and spoken communications, including writing effective financial and administrative policies and procedures, and be able to enforce such procedures across the organizations

Education, Work Experience and/or Licensure

  • US Citizenship or Permanent Residence Status required
  • Minimum of one-year prior experience working in an administrative position related to university admission, registration, tuition or financial aid
  • Broad familiarity with the secondary or tertiary education systems of the US
  • Experience in academic programs for pre-college students
  • Experience with student services/customer service relations and experience with the unique needs of parent and student constituencies
  • Demonstrated judgment, discretion, and integrity, as the job entails working with confidential financial information, educational record data, and in the case of residential programs, HIPAA related data
  • Experience in areas requiring close attention to detail and concern for accuracy, thoroughness, and consistency

Language Skills

  • Excellent verbal and written command of the English Language

Physical Demands

The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of his/her job. Under the ADA, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to sit, stand, walk, travel up and down stairs, crouch, stoop and reach
  • Ability to lift up to 25 lbs.
  • Ability to travel between worksites and classrooms

Work Environment

The work environment characteristics listed here are representative of those an employee encounters while performing the essential functions of the job. Under the ADA, reasonable accommodations may be made up to enable individuals with disabilities to perform the essential functions.

  • Basic office environment
  • Other work may need to take place at classroom and other off-site locations

The above statements are intended to describe the general nature and level of work being performed by an individual assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified.

BrandEd reserves the right to modify this job description in its sole discretion.

Only qualified applicants should apply. NO RECRUITERS

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