Graduate Enrollment Communication Counselor, Lead

Job Summary

Reporting to the Director of Graduate Enrollment Management (GEM), the Graduate Enrollment Communications Counselor Lead performs multiple essential functions, including implementation of a communication plan for prospective students through enrollment and works collaboratively with other units across Enrollment Management and Academic Affairs programs and units to collect, synthesize, and deliver a variety of interdependent communications via the GEM Communication Counselor team in support of recruiting, admitting, enrolling, and retaining students in the university. The GEM Communication Counselor Lead will support recruitment, enrollment, and retaining graduate students to the university by performing tasks related to the functional and technical communication cycle, which includes working with students from pre-application to enrollment, as well as, provide work lead direction to the GEM Communication Counselor team. This position counsels and advises prospective graduate students and applicants on enrollment requirements by providing accurate and timely information via the phone, email, messaging, social media, and other technology such as chat sessions, chat bot, CRM, virtual advising, information sessions, and drop-in sessions to help students better understand the application and enrollment processes. In addition, they will coordinate and represent SJSU at graduate recruitment and yield activities, workshops, and events.

Working under minimal supervision, the incumbent is primarily responsible for maintaining high-level knowledge regarding a communication system that attracts, recruits, and enrolls academically qualified, culturally diverse, and socially conscious populations of graduate students to ensure enrollment goals are met. As a representative of San Jose State University, this position maintains expertise on application and enrollment processes, regulations, and requirements for both domestic and international populations to facilitate students’ decisions to apply and attend SJSU. The GEM Communication Counselor Lead will develop and maintain accurate and transparent documentation of the communication process and workflow in order to maintain levels of productivity and quality of counseling, as well as train GEM Communication Counselors. The objective in all interactions is to provide excellent customer service, accurate information regarding policies and procedures, and actively collaborate to establish cordial and collegial relationships with other university staff, graduate program coordinators, and those contacting the Graduate Enrollment Management office.

Key Responsibilities

• Graduate Enrollment Communication and Technology        
• Graduate Enrollment Counseling and Advising
• Graduate Enrollment Recruitment Activities, Planning, and Travel
• Work Lead Responsibilities

Knowledge, Skills & Abilities

• Ability to advise prospective students, applicants, newly admitted students, college staff, and other partners individually and in group settings on complex related matters
• Ability to determine courses of action and proper techniques to utilize while engaged with individuals in personal interactions
• Must be able to interact with a variety of internal partners from Academic and Student Affairs to the Office of the President, communicating effectively and professionally; as well as colleagues, the university community, and the public
• Ability to interpret and apply program rules and regulations; Ability to rapidly acquire a general knowledge of the overall operation, functions and programs of the campus
• Ability to identify conflict, problem solve, and resolve student problems and concerns in the most efficient manner possible
• Ability to use initiative and resourcefulness in planning work assignments and in implementing long-range program improvements
• Knowledge of technology and software applications such as: word processing, spreadsheet, database management, and communication tools
• Ability to learn student administration PeopleSoft, Filemaker, OnBase, CRM, etc. programs
• Ability to learn, implement and adapt to new technology and virtual platforms for communication, recruitment, and yield purposes
• Ability to recognize patterns in student inquiries and communicate those patterns to management
• Working knowledge of document types such as transcripts, forms, and test scores
• Ability to analyze priorities to effectively assign work tasks across team members
• Ability to develop and implement procedures to ensure accurate audience identification associated with the administration of a complex communication plan

Required Qualifications

• Equivalent