What are the responsibilities and job description for the Admissions Call Center Counselor position at Capitol Technology University?
Admissions Call Center Counselor
About Capitol Technology University
Capitol Technology University is a private, non-profit, STEM-focused institution located in Laurel, Maryland. We are dedicated to providing practical and engaging education to our students, preparing them for successful careers in a rapidly changing world. Our faculty and staff are committed to academic excellence, innovation, and student success.
Job Summary: The University Admissions Call Center Counselor will report to the Director of Admissions & Recruitment and is responsible for contacting prospective undergraduate students who have expressed interest in our university. The role involves making outbound calls to leads, inquiries, and direct admits, providing information about programs and admission processes, and guiding potential students through their journey from inquiry to enrollment. The ideal candidate will possess excellent communication skills, a customer-focused attitude, and a passion for helping students achieve their educational goals.
Key Responsibilities:
- Outbound Calling:
- Make outbound calls to prospective students who have shown interest in the university.
- Follow up on inquiries and direct admits from various sources, including website inquiries, event attendees, and referrals.
- Customer Service:
- Provide detailed information about academic programs, admission requirements, financial aid, and campus life.
- Address and resolve questions and concerns from prospective students and their families.
- Guide prospective students through the application and acceptance process.
- Data Management:
- Accurately record and update information about prospective students and interactions in the CRM system.
- Track and report on call activities and outcomes to the Director of Admissions.
- Relationship Building:
- Establish and maintain positive relationships with prospective students.
- Work collaboratively with the admissions and student life teams to ensure a seamless and positive experience for applicants.
- Follow-up:
- Conduct timely follow-up calls and emails/texts to ensure prospective students receive the necessary information and support.
- Schedule appointments for prospective students to meet with admissions counselors or attend campus events.
- Event Support:
- Assist with the coordination and execution of admissions events, such as open houses, campus tours, and information sessions.
- Participate in on-campus events.
Qualifications:
- Associate Degree or equivalent.
- Previous experience in a call center, customer service, or admissions setting is highly desirable.
- Excellent verbal and written communication skills.
- Strong interpersonal skills and the ability to build rapport with prospective students.
- Proficiency with CRM systems and basic computer applications (e.g., Microsoft Office).
- Ability to work independently and as part of a team in a fast-paced environment.
- Detail-oriented with strong organizational skills.
- Ability to handle sensitive information with confidentiality and professionalism.
Physical Demands
There are limited physical demands; however, this position requires sitting occasionally for extended periods of time, and repetitive motions for tasks such as operating a computer mouse and keyboard, and hearing and speaking on the telephone. The candidate must be able to pull, bend, grasp, and occasionally lift up to 20 lbs. with or without accommodation.
Equal Employment Opportunity
Capitol Technology University is proud to be an equal opportunity employer committed to hiring a diverse and inclusive workforce. As stated in our Equal Employment Policy, part of our commitment to a diverse and inclusive workforce, Capitol Technology University provides equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of sex, sexual orientation, gender (including gender identity and/or expression), pregnancy, race, color, creed, national or ethnic origin, citizenship status, religion or similar philosophical beliefs, disability, marital and civil union status, age, genetic information, veteran status, personal political views or any personal attribute or characteristic that is protected by applicable local, state or federal laws.
