Enrollment Communications Specialist

FLSA Classification 

Exempt 

Salary Range/Grade 

Salary Range: $45,000 - $55,000 

Reports to 

Associate Vice Chancellor for Enrollment Management 

Date 

February 21, 2024 

Job Description 

Summary/objective 

The Division for Enrollment Management & Student Success complements the academic objectives of Southern University at New Orleans (SUNO) and provides support, services, and activities that contribute and facilitate critical learning and development. The Enrollment Management Department has responsibility for developing tactics in support of SUNO’s strategic growth initiatives. To that end, customer service functions are the cornerstone for SUNO’s Enrollment Management Team. 

In this role, the Enrollment Communications Specialist (ECS) serves as the campus switchboard operator and provides exemplary customer service to callers of the University to include students and parents. The ECS is a specialized professional who possesses knowledge of the enrollment management function in order to assist students and parents through the enrollment process. This may include general admission and financial aid triage, provides information pertaining to students of account balances and payment options, and routing callers to the appropriate University representative. 

Additionally, this professional staff member will collaborate with numerous colleagues to facilitate aspects of the recruitment and enrollment process and work with prospective students and their families who are involved in the college selection process. The ECS provides customer service for students and visitors via phone, e-mail or in person by giving accurate and timely answers to their questions about enrollment, registration, financial aid, billing and payments, and other related services. This individual facilitates referral to academic advising, health services, student groups, academic schools, housing and others. The specialist is responsible for understanding processes, procedures, events, and deadlines. 

Essential functions 

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. 

1. Serves as the campus switchboard operator; may triage call; and, routes callers to the appropriate campus representative. 
2. Answers phone calls in a polite and professional manner. Welcomes visitors and identifying the purpose of their visit before directing them to the appropriate department. 
3. Provide high level of service to students/families in person, on the phone, or via e-mail. Trouble-shoot problems and address concerns and issues in student enrollment. Provide the necessary correspondence and contacts to resolve or answer requests. Maintain knowledge and training of all Enrollment Services departments. 
4. Answers general questions about University, state and federal aid programs. Educate students/families on where to find information online. Provide deadlines, instructions and training to students/families to ensure submission of requirements on their account. Continually train to stay up to date on policy changes. 
5. Guide students/families through billing statements, refunds, payment plans, government forms and other financial transactions. Explain charges, and deadlines and share student account resources. 
6. Answer questions about the first-year and transfer application process, track application status, help schedule campus visits, answer general questions about academic scholarships, and verify that desired academic programs are available. Understand details of Admission events, processes and deadlines. 
7. Provide information about obtaining a certification of enrollment, logistics of academic ceremonies, degrees, enrollment, advising and grading. Assist with obtaining a transcript as a student or a third party. Explain how to drop classes, withdraw or explain the process to request first-year repeat, and direct to the appropriate forms. Advise on the Family Education Rights and Privacy Act of 1974. 
8. Attend Division and team meetings, and participate in ongoing training activities. Assist with entering customer service data, and updating reports or spreadsheets. Make recommendations for process improvement to continually elevate service level for students. 
9. Stay familiar with campus activities, academic programs, maps, buildings, parking info and campus contacts to aid with questions outside of Enrollment Services 
10. All other duties as assigned. 

1. Competencies 

   • Ability to work in a team environment. 
   • Ability to work effectively and efficiently on tight deadlines. 
   • Ability to pay attention to detail and work independently. 
   • Ability to effectively coordinate multiple projects and establish priorities among competing demands and to adapt to changes in the work environment. 
   • Ability to contribute to a diverse and inclusive environment. 
   • Demonstrate excellent people, oral communication and customer service skills. 
   • Have the aptitude to interact with individuals in a professional, diplomatic and courteous manner even when dealing with callers and/or visitors who may be difficult or upset. 
   • Be effective working as part of a high functioning team in a fast-paced environment. 
   • Have the proven ability to handle multiple competing priorities and to adapt to changing priorities, situations and demands. 
   • Have the proven ability to work with confidential and sensitive information and material in a proactive and discreet manner. 
   • Utilize independent judgment, problem solving and decision making in order to respond to constituents and represent the office in an effective and appropriate manner. 
   • Demonstrate advanced skills for Microsoft Office Suite (Word, Excel, PowerPoint), Teams, and Outlook. 

   Required education and experience 

   • Bachelor’s degree required or a 4-year equivalent of education and experience. 
   • Three years of managerial or professional experience required. 
   • Excellent customer service skills are required. 
     • Excellent writing skills with the ability to compose clear, correct, highly professional and effective correspondence and edit and proofread documents are required. 
     • Excellent oral communication and interpersonal skills are required. 

   • Preferred education and experience 

     • Three years of experience in Admissions, Financial Aid, Student Accounts or Registrar preferred. 
     • Banner experience highly preferred. 
     • Knowledge of SUNO operations highly preferred. 
     • Experience with high-volume, multi-line call center experience preferred. 
     • Demonstrate experience and advanced working knowledge of Banner 9, Argos, Microsoft Excel, Outlook, Adobe, Canva, Photoshop, and Word preferred. 

Southern University of New Orleans (SUNO) is an Equal Opportunity Employer. 

Non-Discrimination Statement 

In compliance with Title IX of the Education Amendments of 1972, Title VI and VII of the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act of 1973, and other federal, state, and local laws, Southern University at New Orleans (SUNO) forbids discriminating or harassing conduct that is based on an individual's race, color, religion, sex, ethnicity, national origin or ancestry, age, physical or mental disability, sexual orientation, gender identity, gender expression, genetic information, veteran or military status, membership in Uniformed Services, and all other categories protected by applicable state and federal laws. 

This commitment applies but is not limited to decisions made with respect to hiring and promotion, the administration of educational programs and policies, scholarship and loan programs, and athletic or other College-administered programs. Discriminatory acts of any kind are strictly forbidden. 

American with Disabilities Act (ADA) Statement 

Southern University of New Orleans (SUNO) complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Office of Human Resources.