Admissions CRM Specialist / New Student Experience Assistant

JOB SUMMARY:

The Admissions CRM Specialist / New Student Experience Coordinator is responsible for supporting the Office of Admissions through the effective management of admissions technology, application processing, customer service, and new student engagement initiatives. This position plays a critical role in ensuring prospective students receive exceptional service from inquiry through enrollment while supporting the administration and continuous improvement of the College's Ellucian Recruit Customer Relationship Management (CRM) system and Ellucian Colleague Student Information System (SIS).

The ideal candidate is highly organized, technologically proficient, customer service focused and experienced in higher education admissions operations and CRM management.

Due to the need of interaction with students, employees, and the college community this position requires in person presence.

ESSENTIAL JOB FUNCTIONS:

• Receive, review, and process admissions applications, ensuring accurate and timely entry into the Ellucian Colleague Student Information System (SIS).
• Import admissions applications, transcripts, and supporting documentation into institutional systems in accordance with established procedures.
• Assist prospective students by phone, email, and in person with the admissions application process, including Residency Determination Service (RDS) requirements and application questions.
• Monitor the Office of Admissions general email account, respond to inquiries as appropriate, and route communications to the appropriate departments or staff members to ensure timely follow-up.
• Assist the Director of Admissions with Ellucian Recruit CRM administration, software integrations, and admissions technology initiatives.
• Assist with student record management and maintenance within the Ellucian Colleague Student Information System (SIS), including processing approved updates to student information while maintaining the accuracy, integrity, and confidentiality of student records.
• Assist with developing, maintaining, and updating admissions communications, communication workflows, email templates, and automated messaging within the CRM.
• Track and monitor receipt of required admissions documents throughout the admissions process.
• Assist with testing, implementing, troubleshooting, and documenting CRM workflows, software integrations, and system enhancements to improve admissions operations and the applicant experience.
• Assist with identifying, documenting, tracking, and escalating potentially fraudulent or suspicious applications or applicant records to the Director of Admissions for review and appropriate action.
• Generate reports and assist with maintaining accurate admissions data to support recruitment efforts and institutional reporting.

New Student Experience & Customer Service

• Coordinate and oversee the campus tour request process to ensure a positive visitor experience.
• Train admissions staff and student ambassadors on campus tour procedures, expectations, and customer service best practices.
• Assist with implementing and maintaining a comprehensive new student communications plan designed to support prospective students through out the enrollment process.
• Welcome prospective students, families, and visitors while providing exceptional customer service both in person and through virtual communication channels.
• Disseminate admissions information through telephone, email, mail, and other communication platforms.
• Coordinate with Admissions staff and departments across the College to support new student onboarding initiatives, recruitment events, and enrollment activities.
• Represent the Office of Admissions at recruitment events, campus programs, and special events as needed.
• Perform other duties and responsibilities as assigned by the Director of Admissions.

MINIMUM REQUIREMENTS TO PERFORM WORK:

• Bachelor's degree from an accredited college or university.
• One (1) year of professional experience in higher education, preferably in Admissions, Enrollment Management, Student Services, or a related area.
• Experience using Ellucian Colleague Student Information System (SIS).
• Experience using Ellucian Recruit CRM.
• Demonstrated ability to learn and utilize technology systems to support admissions and enrollment operations.
• Strong organizational skills with exceptional attention to detail and accuracy.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to maintain confidential student records in accordance with institutional policies and applicable regulations.
• Ability to manage multiple priorities while meeting deadlines in a fast-paced environment.
• Strong commitment to providing exceptional customer service to prospective students and their families.

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of higher education admissions and enrollment processes.
• Proficiency with Microsoft Office Suite and modern office technologies.
• Ability to troubleshoot technology-related issues and communicate solutions effectively.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Strong analytical and problem-solving skills.
• Demonstrated commitment to diversity, equity, inclusion, and student success.

PREFERRED QUALIFICATION:

• Two or more years of experience in college admissions or enrollment management.
• Experience with CRM workflow development, communication plans, or marketing automation.
• Experience testing, implementing, or supporting software integrations and admissions technology projects.
• Knowledge of Residency Determination Service (RDS) or residency classification processes.
• Experience with admissions reporting, data analysis, or process improvement initiatives.
• Experience training staff or student employees.

SCHEDULING REQUIREMENTS:

This is a part-time position (25 hours a week). Work schedule may include occasional evening or weekend hours to support recruitment events, campus visits, and special admissions programs.

PHYSICAL DEMANDS:

This position classifies the physical exertion requirements as sedentary work involving lifting no more than 10 pounds at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools. Although a sedentary job is defined as one which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required occasionally, and other sedentary criteria are met.

WORK ENVIRONMENT:

Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as office or meeting and training rooms, e.g., use of safe work place practices with office equipment, avoidance of trips and falls, and observance of fire and building safety regulations, and traffic signals when driving.