Recruiter - Student Services Professional I

Recruiter - Student Services Professional I

Req No: 2023-15012
Category: Research/Project
Type: Full-Time Central Staff
Salary: $20.27/hr - $24.80/hr
Close Date:

Overview
The mission of the San Diego State University Global Campus is “to be a world leader in delivering innovative educational experiences to all learners, expanding opportunity and transforming lives. Our programs and technologies are ever-evolving to meet ever-changing needs; our high level of service and support is a constant.” SDSU Global Campus serves as a principal University liaison with the greater San Diego community and provides a wide variety of traditional and nontraditional, credit and noncredit educational experiences designed to fit the lifestyle and expectations of working adults and other lifelong learners. In addition, Global Campus provides a range of academic and special programs for individuals and groups at various times, in various locations, and via various modalities, including technology-based programs -- throughout the year. The primary audiences include workforce, military, working adults, and international constituencies.

​​PURPOSE OF THE POSITION
Under the general direction of the Director of Admissions, the Recruiter is responsible for recruitment and enrollment management for Global Campus courses and degree programs from inquiry to application/registration. The Recruiter will assist the Director of Admissions in the development and implementation of the overall scope of lead management and support services offered to prospective students through the Global Campus Student Center. Work assignments will be of a complex level requiring detailed administrative procedures and practices with notable accountability for end results.


Responsibilities
The following information is intended to be representative of the work performed by incumbents in this position and is not all-inclusive. The omission of a specific duty or responsibility will not preclude it from the position if the work is similar, related, or a logical extension of position responsibilities. Job descriptions may be changed at any time based on the needs of the department.

Customer Service Administration - 80%

• Answer and respond to phone, walk-ins, and emails related to student inquiries while following Student Center guidelines; pro-actively communicate and follow-up with leads/inquiries as needed; research/resolve customer/student service issues related to Global Campus programs
• Maintain tracking systems that ensure sequential follow-up for each prospective student at each step of the recruiting and advising process
• Utilize the Global Campus chat and/or SMS functionality to maximize customer service efforts and provide accurate, valid, and complete information by using the right methods/tools
• Initiatives outbound dialing campaigns to prospective students to increase sales and revenue
• Assist the Director of Admissions with developing CRM workflows for the various tasks that will be the responsibility of the recruitment team
• Work in collaboration with the Director of Admissions to integrate and apply agreed-upon, streamlined processes and to help identify areas for process improvements
• Monitor enrollment management activity with responsibility for achieving key metrics in lead conversion process
• Research, edit, and produce informational materials (in collaboration with Global Campus Marketing Department) that will guide prospective participants through their range of options, helping them select the program that will best meet their needs and capacities.
• Work with campus departments on behalf of students to research and resolve academic, disciplinary, and financial aid issues
• Develop and maintain accurate recruitment and advising manuals and job aids
• Establish methods of performing assigned tasks; coordinate the office workflow and set priorities and deadlines, subject to supervisor approval

Recruiting and Program Promotion - 15%

• Participate in on- and off-campus outreach and recruitment activities and events
• Host informational table rotating through high-traffic areas of campus
• Ensure accuracy of program information on website and databases

Miscellaneous - 5%

• Performs other duties as assigned which may arise from the changing and evolving nature of SDSU Global Campus

Qualifications
CSU MINIMUM QUALIFICATIONS:

• Equivalent to graduation from a four-year college or university in related field. Specialized experience may be substituted for the required education on a year-for-year basis.
• One-year of student services work experience or related field.

Knowledge and Abilities

• A knowledge of principles and best practices in customer service.
• Strong computer skills with experience using Office 365 and G Suite, as well as other standard and custom software applications and ability to manage databases and to perform merges.
• Ability to acquire a thorough, detailed knowledge of applicable SDSU Research Foundation and university infrastructure, policies, and procedures.
• Ability to acquire working knowledge of SDSU and CSU policies governing non-credit and credit course offerings;
• Ability to independently handle multiple work priorities and projects and work well under pressure of frequent interruptions, program deadlines, etc.
• Must have thorough knowledge of English grammar, punctuation and spelling;
• Must have strong oral and written communication skills, with the ability to edit materials for clarity and syntax;
• Thorough knowledge of office systems with the ability to use a broader range of technology, systems, and software packages;
• Ability to establish and maintain working relationships, interact and provide customer support to faculty, staff, students and the public;
• Ability to administer online chat platforms for Global Campus programs;
• Ability to handle effectively a broader range of interpersonal contacts, including those at a higher level and those sensitive in nature;
• Ability to work in a performance-based environment with established performance expectations and established goals/objectives;

PREFERRED QUALIFICATIONS AND SPECIAL SKILLS:

• Bachelor’s degree or equivalent work experience.
• Experience working in continuing education for adult and non-traditional learners
• CRM experience utilizing Salesforce.
• Experience working in a performance-oriented environment utilizing performance expectations, and established goals and objectives.
• Track record of success in performance related jobs/activities.
• Access to transportation for off-campus events.
• Ability to work some evenings and weekends with advance notice.

Experience

• Four years of progressively responsible experience in an office or administrative environment.
• Experience with coordinating program logistics.
• Experience working at a university.
• Experience working with students.
• Experience in working leads/inquiries.

ADDITIONAL APPLICANT INFORMATION:

• The COVID-19 vaccine is required by the CSU for all SDSU Research Foundation employees as a condition of employment. Should you be offered a position, you will be required to provide proof of vaccination status. Individuals who obtain an approved medical or religious exemption on file will be required to complete regular COVID-19 testing
• A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with SDSU Research Foundation
• San Diego State University Research Foundation is an EEO/AA/Disability/Vets Employer

To apply, visit https://careers-sdsurf.icims.com/jobs/15012/recruiter---student-services-professional-i/job?in_iframe=1




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