STUDENT SUPPORT SPECIALIST
JOB POSTING #936
Starting Salary: Dependent Upon Qualifications- $17.12+ per hour (Minimum)
Closing Date: Until Filled
Claremont Graduate University is seeking seven flexible, dynamic, student-centered team members to support new recruitment and retention initiatives. After one year of employment, this position is eligible to participate in the tuition remission program including an advanced degree at CGU.
- Candidates are asked to include in their cover letter, which enrollment management specialty areas are of interest to them and how their experience is relevant to those areas in particular.
Each student support specialist will assist an assigned academic unit(s) and the University’s enrollment management functions in activities supporting the recruitment and retention of prospective and continuing students at Claremont Graduate University (CGU). The portion of time each incumbent will spend in the core functions noted, will vary by academic unit, dependent upon school and University needs.
The student support specialist will be part of an integrated student service and outreach team. In addition to serving a specialized academic area, the student support specialist may be asked to serve additional academic areas when work volume or enrollment strategies dictate.
In support of admissions and recruitment activities serving new students:
- Supports and assists with the work of school-based recruitment and admissions staff, as well as school personnel, in serving prospective students.
- Conducts outgoing outreach campaigns (primarily via phone) to prospective students at the inquiry, applicant, admitted, deposited, matriculated and enrolled statuses, through the point of orientation.
- Works with recruiters to initiate and track high-volume, high-touch outreach aimed at generating interest, applications and event attendance.
- Handles incoming prospective students’ information requests to support recruiter’s work.
- Serves as an interviewer, tour guide, and brand ambassador as needed.
- Assists with admissions’ processing, data management, file review facilitation and other project work.
- Helps research new recruitment or marketing opportunities to open new recruitment avenues.
- May travel to some local outreach or recruitment events.
In support of school staff serving prospective and current students and alumni:
- Conducts outgoing outreach campaigns to help enhance the student and alumni experience.
- Helps to implement, analyze and address student satisfaction and/or exit survey results.
- Supports school staff as needed in the advising and registration processes for new or returning students (i.e. setting up appointments, conducting new student advising or registration webinars, outreach with students with registration holds).
- Assists school staff in teaching students about school and University processes and procedures.
- Helps identify, train, monitor and engage ambassadors in school or departmental outreach efforts as needed.
- Engages new and returning students throughout the summer to prevent ‘melt’ and attrition.
- Supports and partners with school staff to help identify, recommend, develop and implement retention initiatives, including charges from the University’s Retention Committee.
- Partners with school staff to ensure school personnel have sufficient time to meet additional school priorities; serve as departmental representatives in key committees, and policy and process development across the institution; and help enhance school-based advising and other student experiences as needed.
- Partners with school staff to identify, create and maintain additional school-based web and other resources.
General Support Functions Serving School and Enrollment Management:
- Helps monitor and meet school or departmental enrollment and outreach goals.
- Assists with the development and implementation of targeted outreach and engagement campaigns (primarily via phone) as needed (i.e. incomplete applicants, deposited students, first-year experience, doctoral studies, withdrawn students, alumni).
- Assists with student-facing event planning as needed; participates in recruitment events that require additional student-facing staff presence (i.e. open houses, admitted student days, orientation, re-orientation).
- Establishes meaningful relationships with University offices and school staff and faculty, and gains knowledge of University and academic offerings, services and policies, including financial aid.
- Communicates and problem-solves with empathy and accuracy in accordance with school and university practices; helps assess and address financial and other student risk factors and makes recommendations and referrals as appropriate.
- Ensures accuracy of student records and uses campus technology solutions to record and report on student data as business practices dictate. Provides both aggregate data and student level detail using established institutional tools, databases and guidelines.
ADDITIONAL ENROLLMENT MANAGEMENT FUNCTIONS:
In addition to serving the core functions as school needs dictate, each incumbent will be assigned one or more enrollment management specialty areas, to support the specific needs of their academic unit, and the global needs of University enrollment management. Specialty project areas may include, but are not limited to:
- Outreach Campaign/Call Center Management.
- Ambassador/Peer Mentor Program Development (i.e. peer mentors, faculty ambassadors, alumni ambassadors).
- Recruitment Marketing (i.e. writing/editing; web site content collection and management; newsletters; social media).
- Financial Aid, Fellowship, and Affordability Counseling and Services.
- Enrollment Systems and Data Management/Analysis.
- International Student Services, Marketing and Recruitment.
- Partnership Development (i.e. educational, corporate, non-profit, professional organizations).
- Alumni Engagement.
REQUIRED KNOWLEDGE, SKILLS, and ABILITIES:
Individual must possess knowledge, skills and ability to be able to successfully perform the essential functions of the position, or be able to explain or demonstrate how the essential functions will be performed with or without reasonable accommodation, using some other combination of skills and abilities.
- Flexibility to navigate changing enrollment priorities, tasks and assignments in partnership with colleagues across multiple units.
- Excellent problem-solving skills and ability to prioritize and multitask in a fast–paced environment.
- Strong, positive communication and interpersonal skills.
- Ability to work independently and as an integral part of a collaborative team.
- An exceptional customer-service orientation aimed at high-quality interaction.
- Ability or willingness to use proactive outreach techniques that engage, motivate, support and serve students.
- Ability and willingness to meet, track and report on targeted enrollment and outreach goals.
- Ability to work effectively and collaboratively with staff, faculty and administration.
- Proficient in MS Office/systems (MS Word, Excel, PowerPoint).
- Willing and able to work effectively with data and administrative database systems (i.e. PeopleSoft, Slate).
- Demonstrated knowledge and sensitivity to working with diverse populations.
Bachelor’s degree preferred or any combination of education and experience that provides the required skills and ability. Four years of related experience or equivalent desired. Excellent customer service experience required.
The regular hours for this position are 8:30 AM to 5:00 PM Monday through Friday. During heavy outreach and contact campaign periods, hours will be shifted to 10 AM-6 PM, 11 AM-7 PM, 12-8 PM, or 1-9 PM as campaigns dictate. Other evening and weekend outreach campaigns and event participation may also be required. Occasional local travel may be required for recruitment events. Must possess a valid California Driver’s license and meet CGU’s authorized driver requirements. Successful completion of criminal background and DMV checks required for final candidate.
Student workers or ambassadors where needed.