Enrollment Customer Support Specialist

Are you ready to join a community leading in innovative teaching and learning? Kennesaw State University is one of the 50 largest public institutions in the country. With our growing enrollment and global reach, we are enjoying increased prominence among Georgia's colleges. We offer more than 150 undergraduate, graduate, and doctoral degrees to over 43,000 students. Our entrepreneurial spirit, high-impact research, and Division I athletics also draw students from throughout the region and from 92 countries across the globe. Our university's vibrant culture, career opportunities, and rich benefits make us an employer of choice. We are searching for talented people to join our mission. Come to KSU and find your passion.

Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.

This position is responsible for providing customer support for prospective and current students and families regarding admissions and other enrollment-related processes. This position communicates and counsels via face-to-face, phone, email, and text.

KEY RESPONSIBILITIES:
1. Responsible for interaction with students, families, faculty, and staff to provide detailed information regarding Admissions and basic information regarding financial aid, registration, and other enrollment-related concerns in collaboration with other staff/offices as necessary
2. Consistently and appropriately communicates and responds via phone, email, and text with
assigned students to ensure a seamless transition to enrolled student status
3. Responsible for providing service to students and families at the service counter
4. Documents communications, interactions, and information, according to established
guidelines
5. Escalates inquiries to appropriate staff/office per guidelines
6. Reviews, answers, and escalates emails received to the resource account
7. Serves as a backup for inbound calls dependent on call volume
8. Serves as a resource for enrollment services events/activities; assists with recruiting efforts
9. Assesses and reports on effectiveness of services provided; facilitates occasional surveys
10. Collects enrollment related documentation including, but not limited to, transcripts, immunization, lawful presence, and tuition classification and follows established processes to ensure that documentation is made available to the respective office for processing
11. Generates and analyzes compliance reports
12. Maintains a clean and organized guest service area
13. Participates in Enrollment Services related events, some of which may take place outside of normal work hours (e.g. Open House, Orientation, Accepted Student Events)

Educational Requirements
High School Diploma or equivalent
Required Experience
One (1) year of related experience working in an enrollment services or customer service

Additional Preferred Qualifications
Bilingual
Preferred Educational Qualifications
An advanced degree from an accredited institution of higher education in a related field

The budgeted salary range is $17.42 to $18.96 per hour.  Offers are based on relevant experience. 

Comprehensive benefits to include Medical, Dental, Vision, 13 paid holidays, vacation, generous retirement plans, tuition waiver, wellness options, and much more! Visit hr.kennesaw.edu/benefits.

ABILITIES
Able to work in a fast-paced work environment, demonstrated ability to manage time and proven ability to achieve set goals 
Able to handle multiple tasks or projects at one time, meeting assigned deadlines 
High level of empathy and ability to deal with sensitive and confidential situations
KNOWLEDGE
Working knowledge of and abides by the regulations of the Family Education Rights and Privacy Act (FERPA) 
SKILLS
Excellent customer service skills; exemplary phone and e-mail etiquette 
Strong attention to detail and follow up skills
Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite, BANNER, OnBase, DegreeWorks, Salesforce / TargetX / CRM)
 

Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community.

For additional information on this policy or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 225, [email protected].

This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is considered a position of trust.
This position does not require a purchasing card (P-Card).
This position may travel 1% - 24% of the time

• Standard Enhanced

Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening
results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.

All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.

https://www.usg.edu/hr/assets/hr/hrap_manual/HRAP_Background_Investigation_Employment.pdf