Online Enrollment Counselor I – Academic Innovation

Location: San Antonio,
TX
Regular/Temporary: Regular
Job ID: 12740
Full/Part Time: Full Time

Org Marketing Statement

The University of Texas at San Antonio is a Tier One research university and a Hispanic Serving Institution specializing in
cybersecurity, health, fundamental futures, and social-economic transformation. With more than 35,000 students, it is the largest university
in the San Antonio region. UTSA advances knowledge through research and discovery, teaching and learning, community engagement and public
service, and with an intentional focus on career readiness the university produces more graduates for the workforce than any other
institution in the region. It is a catalyst for socioeconomic development and the commercialization of intellectual property – for Texas,
the nation and the world. UTSA has been recognized as a Top Employer in Texas by Forbes Magazine. Learn more online, on UTSA Today or on X (formerly Twitter), Instagram, Facebook, YouTube or LinkedIn.

In 2024, the UT System Board of Regents authorized UT System to begin integrating UTSA and UT Health San Antonio into one unified
institution, establishing a world-class university that integrates academic, research, and clinical excellence to build a profoundly
impactful university of the future. Driven by a vision for growth and impact, this merger will expand capacity to offer robust undergraduate
and graduate programs, attract top-tier faculty and staff, develop innovative initiatives, and elevate transdisciplinary research to address
the evolving needs of the region.

Posting End Date: Applications will be accepted through 11:59 PM CDT on
11/25/2024. At the discretion of the hiring department, this position posting may close once a sufficient number of qualified applications
have been received.

Salary Range: Up to $48,649/Annualized, commensurate with education, experience and
qualifications.

Hours: 40 hours per week, non-exempt.

Required Application
Materials:

• Resume is required.
• Cover letter is required.

Essential Functions

Job
Summary

Provide service to undergraduate online students by providing information on admissions requirements, enrollment
processes, financial aid and scholarships, as well as program information.

Our new team member will be responsible for determining a
prospect’s initial eligibility for UTSA online as well as walk them through the University’s enrollment process (applications, transcripts
and university onboarding procedures). Our ideal candidate will need resiliency to maintain a high energy level on a high number of
inbound/outbound calls daily to and from prospective UTSA online students, interpersonal skills to connect with prospective students on
calls, openness to feedback, ability to listen actively for long periods of time, confidence, adaptability and integrity to handle various
phone calls. They will also be responsible for decision-making that requires initiative and judgment in responding to individual needs of
students.

Core Responsibilities

Typical:

1. Responsible for knowing UTSA’s Enrollment Process
   and qualifying features.
2. Responsible for counseling, problem-solving and providing excellent customer service and accurate
   information to prospective and current students regarding undergraduate admissions policies, registration, financial aid and scholarships
   via calls, texts, chats, and emails.
3. Advise prospective students on the requirements and procedures for the admissions process
   primarily via telephone, emails, texting, and chat features.
4. Navigating through and maintaining UTSA Customer Relationship
   Management (CRM) system and automated phone system (dialer).
5. Updating student inquiry progression in UTSA’s databases.
6. Maintain a pipeline of students, which will include following a prescribed call plan and prioritizing prospective student’s
   needs.
7. Participate in weekly meetings with the Assistant Vice Provost of Academic Innovation, Director of Online Marketing and
   Enrollment to identify lead quality issues/tech issues/Coordinator issues etc.
8. Participate in weekly coaching sessions to
   assess skills and functions of role.
9. Make recommendations to manager to improve efficiency and
   effectiveness.

Periodic:

1. Provide assistance and troubleshooting support to new hires via
   shadowing.
2. Sit in on meetings with internal staff members and staff members from different departments across campus to
   provide feedback on online students and recommendations to streamline process.
3. Offer quantitative and qualitative feedback to
   supervisor on online students so that larger decisions to support our students can be made.

Required
Qualifications

• Associate’s degree from an accredited institution.
• Additional experience, on a one to one
  basis, can substitute for the degree.
• One year of full-time equivalent experience in customer service or
  sales.
• Demonstrated verbal and written communications skills.
• Independent decision making and problem-solving
  ability.
• Ability to manage multiple tasks on deadline.
• Demonstrated ability to maintain tact, diplomacy and
  discretion in all matters.
• Enthusiastic personality with an affinity for teamwork and collaboration.
• Flexible
  availability for a shift during the hours of operation, 7 AM – 7 PM, Monday through Friday.
• Demonstrated interpersonal skills,
  with the ability to deal properly with confidential material.
• Excellent verbal and written communication
  skills.
• Proficient in Microsoft Office Suite.

Preferred Qualifications

• Bachelor’s degree from
  an accredited institution.
• Experience in a University setting.
• Thorough knowledge of higher educational policies
  and procedures within the enrollment field.
• 1yr+ experience working with online, non-traditional undergraduate
  students.

Additional Information

• UTSA is a tobacco free campus.
• This is
  a security sensitive position. Employment is contingent upon a successful background check.
• Applicants selected must be able to show
  proof of eligibility to work in the United States by time of hire.

Working Conditions

Working
Environment:

• Office Environment.
• Occasional after hours and weekend work or overtime may be
  required.

Physical Demands:

• Sedentary work; sitting most of the time. Jobs are sedentary, if walking and
  standing are required, only occasionally.
• Exerts up to 10 lbs. of force occasional.

This position will
require working both remotely in Texas and on campus (approximately five or more days on campus per month). Travel and
parking expenses are the employee’s responsibility. Applicants must be adaptable and open to working in both
environments.

Equal Employment Opportunity

As an equal employment opportunity and affirmative action
employer, it is the policy of The University of Texas at San Antonio to promote and ensure equal employment opportunity for all individuals
regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability or genetic information, and
veteran status. The University is committed to the Affirmative Action Program in compliance with all government requirements to ensure
nondiscrimination. Women, minorities, people with disabilities and veterans are encouraged to apply. UTSA campuses are accessible to persons
with disabilities.

To view the full job posting and apply for this position, go to https://zahr-prd-candidate-ada.utshare.utsystem.edu/psp/ZAHRPRDADA/EMPLOYEE/UTZ_CG/c/HRS_HRAM_FL.HRS_CG_S
EARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=21&JobOpeningId=12740&PostingSeq=1

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