Admissions Communication Counselor

Job Summary The Enrollment Management Department is seeking an Admissions Communication Counselor to support the university’s efforts to recruit, admit, enroll, and retain a diverse student body. Reporting to the Associate Director of Communications and working collaboratively across Enrollment Management and Graduate Admissions, this role provides timely and accurate information to prospective and admitted students through multiple communication channels. The Admissions Communication Counselor guides students from pre-application through enrollment, providing the information, resources, and support they need to successfully start their academic journey at SJSU. Key Responsibilities Serve as a primary resource for communication with prospective and admitted students and their families from recruitment through enrollment Provide accurate information via phone, email, live chat, social media, Chatbot, and virtual advising Support yield activities and admission processes by maintaining current knowledge of CSU and SJSU policies, procedures, and practices Advise students and families on admission eligibility, required documents, transcripts, test scores, and other enrollment requirements Troubleshoot student issues in MySJSU accounts, checklists, and application processes through resolution Review and verify admission documents to determine eligibility under CSU and campus regulations Investigate and resolve student concerns in collaboration with Enrollment Management, Graduate Studies, and Student Affairs Develop and maintain accurate documentation of communication processes and workflows Represent Enrollment Management at campus meetings, conferences, and training sessions related to admission communication and policies Knowledge, Skills & Abilities 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 Must possess excellent oral and written communication skills. Must possess excellent customer service and public relations skills. Must have knowledge of methods, procedures, practices and activities of the program area Ability to interpret and apply program rules and regulations 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 Ability to advise students individually and in groups on routine matters where required Ability to recognize multicultural, multi-gendered, and multi-aged value systems and work accordingly Ability to advise students individually and in groups on complex student-related matters; determine appropriate courses of action and proper techniques to utilize while engaged with individuals in personal interactions Ability to recognize patterns in student inquiries and communicate those patterns to management Ability to prioritize inquiries across media to address time sensitive concerns with greater urgency Ability to effectively balance competing demands to serve students within established service standards for Enrollment Management and to alert management if the service standard cannot reasonably be met Ability to identify and resolve student concerns with Enrollment processes and procedures Working knowledge of document types such as transcripts, forms, and test scores Required Qualifications Equivalent to graduation from a four-year college or university in one of the behavioral sciences, public or business administration or a job‑related field Two (2) years of professional experience in one of the student services program areas or in a related field. A master’s degree in a job‑related field may be substituted for one year of professional experience Preferred Qualifications Bachelor’s Degree Two (2)+ years working in a student services position Experience working with students providing education advising and counseling services Knowledge of applicable University policies, procedures and worked in educational environment in either Admissions or Records or ability to learn Ability to analyze and interpret documents and requirements and be able to disseminate information to other staff Excellent written and oral communication skills Knowledge of PeopleSoft or ability to learn or be trained in a broad range of technology systems Equal Employment Statement San José State University (SJSU) is an Equal Opportunity/Affirmative Action employer committed to nondiscrimination on the basis of age, ancestry, citizenship status, color, creed, disability, ethnicity, gender, genetic information, marital status, medical condition, national origin, race, religion or lack thereof, sex, sexual orientation, transgender, or protected veteran status consistent with applicable federal and state laws.

#J-18808-Ljbffr