Responsible for the management, oversight, and delivery of exemplary customer service within the Enrollment Management division, including the Offices of Financial Aid and Student Accounts. Analyze and exercise independent judgement in resolving high-level escalation or policy issues. Implement strategic initiatives to enhance customer experience across departments. Maintain a comprehensive system of prospect and applicant records in the Customer Relationship Management (CRM) system and oversee operational and system processes related to customer service. Additionally, coordinate and manage the University’s fly-in programs for prospective students, ensuring a smooth, welcoming, and professional experience from initial contact through the visit.

Responsibilities include:

• Analyzing service data and customer feedback to drive process improvements. Exercising independent judgment in resolving high-level escalations or policy issues. Developing and implementing strategic initiatives to enhance customer experience across departments.

• Developing service strategies to ensure the management of outstanding customer service with phone calls, email communication, responding promptly with accurate information and professional communication. In-person interactions with prospects, applicants, and families.

• Managing the organization and execution of the fly-in program, including working with external constituents to schedule, arrange travel, secure accommodations, plan itineraries, and ensure clear communication with participating students and families.

• Review business practices on an on-going basis for improvement and efficiency in conjunction with creating and maintaining documentation for customer service protocols, ensuring high standards are

• consistently met; coordinate ongoing training for support staff and student workers on customer service best practices.     

• Perform accurate and timely data entry of prospect and applicant records in the CRM system; maintain up-to-date, integrated, and accurate records. Maintain confidentiality and exercise conflict resolution skills when handling difficult customer interactions, always demonstrating a high level of professionalism.

Qualifications include:

• Bachelor’s degree in business administration or related field or equivalent years of work experience.

• Minimum of 4 years’ experience in maintaining highly detailed and accurate databases/systems, ability to handle highly confidential information, experience working in a deadline-driven atmosphere while managing a multitude of priorities.

• Experience in Higher Education admission and enrollment management areas preferred.

This is a full-time, 35 hour per week position.