This position serves as a member of the admissions team in the Office of Undergraduate Admissions. Responsibilities include all digital communication that includes answering incoming inquiries via phone, email, and chat to the Office of Undergraduate Admissions. This individual will provide concierge level of customer service, providing detailed information about High Point University, the admissions and application process, campus visits, and more. Collaboration across the department and university is a must in the role due to the nature of inbound calls, connecting families to the correct people and offices and
questions being asked. This person will have opportunities to grow and learn the entire life cycle of admissions while supporting all digital inbound communication and some outbound outreach.
QUALIFICATIONS:
Education
• Bachelor’s Degree preferred
Experience and Training
• Positive customer service experience
• Phone experience a plus
• Attention to detail and organizational skills
• Ability to perform calmly under stressful situations
Knowledge, Skills, Ability:
• Effective written and oral communication skills
• Ability to think through problems, find solutions on own and as a team member
• Strong interpersonal skills
• Problem solve and think outside the box
• Some knowledge of Word, Excel, Outlook, PowerPoint and ability to navigate the High Point website and global web
ESSENTIAL FUNCTIONS:
• The lead in being the voice of the Office of Undergraduate Admissions
• Answering key questions asked by callers (typically students, parents, and high school counselors)
• Forward specific calls to the appropriate party across university.
• Giving all callers an extraordinary experience while communicating with the university and our partners
• Perform other related duties as assigned
• Ability to maintain confidentiality of information
• Knowledge of Word, Excel, Outlook, PowerPoint and ability to navigate the High Point website and global web
• Ensures all incoming calls and emails to the Office of Undergraduate Admissions at High Point University are answered and returned in a timely manner
• Learns the key functions of the admissions office and process
• Answers key questions asked by callers and ability to dig and help guest however needed
• Ability to build strong partnership and support of both internal and external offices around campus.
• Weekend and evening coverage required for Admissions Hosted Events
• Occasional data entry
• Performs other related duties as assigned such as responding through Ocelot Chatbot and maintaining the GAI database of relevant and updated information to share, supporting the Student Call Center Committee, supporting Zoom Contact Center and training new staff around digital communication when needed and appropriate.
ACCOUNTABILITY:
• Reports to Associate Director of Admissions to effectively serve our customers and students to the highest standard possible.
For more information about this position, please contact Brooke Porter-Jordan, Associate Director of Undergraduate Admissions at [email protected] or William Wooden, Director of Recruitment at [email protected]
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