Student Support Administrator

Employer
Johns Hopkins University
Location
Maryland, United States
Salary
Salary Not Specified
Posted date
Nov 24, 2021

View more

Position Type
Administrative, Student Affairs, Admissions, Enrollment, Retention & Registrar
Salary Band
Not specified
Employment Type
Full Time

The Johns Hopkins Center for Talented Youth is a nonprofit dedicated to identifying and developing the talents of academically advanced K-12 students around the world. We provide today’s brightest students with fun, challenging courses; a community of engaged learners; and a strong foundation for future success in college and their careers.

Want to join our team? We are looking for mission-driven problem-solvers who can thrive in CTY’s diverse, collaborative, fast-paced, and results-driven work environment. We value innovation, creativity, integrity, and a shared commitment to the bright young people we serve. In return, we offer employees the opportunity to be part of the Johns Hopkins community and to take advantage of our generous benefits package, which includes affordable health-care options and tuition assistance for employees and their families

We are seeking aStudent Support Administrator (Admissions Officer) who will be reporting to the Associate Director of Customer Engagement and provides a critical link between CTY and our families, providing a “One-Stop” advising and support experience from the point of inquiry until completion of the student’s journey at CTY.

This role will discover the needs and concerns of prospective families, demonstrate how our programs can best meet those needs, and support the prospective families through the membership, admissions, enrollment, and funding processes. The Student Support Administrator will also offer post enrollment support as the student navigates through their current course and subsequent enrollment in additional CTY experiences. This role will also maintain deep knowledge of the gifted education landscape and trends, program, and instructional requirements for all CTY programs and services, with awareness of enrollment caps, course sequences, deadlines, required documentation, and special processes.

The position requires extensive interaction with prospective and current families, alumni, instructors and other CTY staff. This person must have persuasive communication and project management skills, be an effective team player, and an excellent organizer to handle multiple tasks.

Specific Duties & Responsibilities:

Recruitment

  • Navigate leads from point of inquiry to point of enrollment
  • Communicate with prospective families via call campaigns, chat and email regarding CTY programs and services.
  • Advise prospective families using a consultative process.
  • Engage with potential families to accurately explain program offerings and course sequences; discuss and advise suitable programs in accordance with the student’s interests, qualifications, and academic goals
  • Maintain exceptional knowledge of program features, benefits, differentiators, and claims

Advising

  • Provide customer service and support to prospective, new, and matriculated families/students
  • Execute reenrollment campaigns to drive retention of enrolled students
  • Maintain exceptional knowledge of all CTY offerings, policies, resources and recognize when to utilize them to best support family needs
  • Adhere to all company and university policies. Comply with state and federal laws. Upholds the Center and University compliance standards.
  • Maintain collaborative relationships within CTY departments/units regarding enrollment efforts that enrich the student experience.

Database Management

  • Utilize CRM tools to efficiently record each interaction with families and schools
  • Track prospect journey through entire lifecycle to identify appropriate actions to aid progression to enrollment/reenrollment
  • Deploy innovative strategies to drive initial contact and long-term engagement with families
  • Respond to all inquiries and support requests within defined SLA

Minimum Qualifications (Mandatory):

  • Bachelor’s Degree from an accredited institution and one year of related experience required.
  • Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.

* JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience.   For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

** Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

Special Knowledge, Skills & Abilities:

  • Exceptional interpersonal skills. Must be able to communicate effectively with parents, schools, and students through a variety of mediums (ie phone, email, chat, video, sms)
  • Strong ability to triage and prioritize.
  • Must be able to determine which incidents are most urgent and/or present the highest conversion opportunity
  • Previous work within education, inside sales, or customer service with deep experience providing consultative advising is preferred
  • Exceptional customer service experience
  • Must be able to distill complex offerings, policies, processes, and services into solutions that address family needs and keeps them engaged
  • Experience with CRM and managing prospects through a decision and enrollment cycle is highly desirable

Physical Requirements:

  • Ability to sit in a normal seated position for extended periods of time
  • The incumbent will be required to communicate regularly via telephone and face to face with internal and external customers and must be able to exchange accurate and timely information in these settings
  • Position also requires a degree of mobility common to working in an office environment; bending, kneeling, or standing during events and presentations may be required
  • Frequent communication with internal and external customers and must be able to exchange accurate information in these situations verbally and in writing
  • Occasional movement about the office to access file cabinets, office machinery, various workstations, etc. including movement from floor to floor using elevators and stairs
  • Constantly operates a computer and other office productivity machinery, such as a copy machine and printer
  • Dexterity of hands to operate a computer keyboard, mouse pad and other office machinery

Additional Information:

  • This position is eligible for a hybrid work schedule. Monday & Friday are eligible for telecommuting Tuesday-Thursday are required in office days at our headquarters at the Mount Washington Campus (Baltimore, MD).
  • Standard business hours are Monday – Friday, 8:30 AM – 5:00 PM (EST)
  • All CTY staff have the option to work on a flexible schedule with leadership approval based on degree of conflict with business need. It is important to note CTY is a global operation, and in some cases business needs may extend beyond the traditional University hours and/or work days
  • Applicants must be authorized to work in the US, and must either live in the US or another area in which JHU has a business entity.
  • All employees participating in or serving children in University programs must participate in mandatory Child Abuse Prevention online training on the appropriate conduct around children, protecting children from abuse and neglect, and reporting of known or suspected child abuse and neglect

Classified Title:Admissions Officer
Working Title: Student Support Administrator
Role/Level/Range: ACRP/03/MC
Starting Salary Range: $45,650 - $60,000
Employee group: Full Time
Schedule: Mon-Fri/8:30-5pm
Exempt Status: Exempt
Location: Mount Washington Campus/Hybrid
Department name: 60011353-Customer Engagement
Personnel area: Academic and Business Centers

The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office atjhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/.

The following additional provisions may apply, depending on campus. Your recruiter will advise accordingly.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

Equal Opportunity Employer
Note: Job Postings are updated daily and remain online until filled.

EEO is the Law
Learn more:
https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

Mount Washington Campus


The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

Equal Opportunity Employer
Note: Job Postings are updated daily and remain online until filled.

EEO is the Law
Learn more:
https://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
Important legal information
http://hrnt.jhu.edu/legal.cfm

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert