- Responds to and resolves telephone, email, web, in-person and other service channel requests from prospective and current students, parents/sponsors, faculty and internal staff. May vet inquiries and direct them appropriately to colleagues for specialist or lengthy care, if needed.
- Provides detailed program, policy, application, admissions, transfer credit, registration, and general advising information, and is empowered to assess and resolve the needs of incoming prospective and current students.
- Develops, plans and implements student service, information, admissions, registration and general advising activities.
- Coordinates with other staff in order to ensure any necessary follow-up tasks relating to student inquiries are completed.
- Researches learning pathways and opportunities and assists students with application, admission and course registration processes.
- Represents TRU at promotional events.
- Provides feedback and contributes to process and systems improvements in an ongoing manner through appropriate channels.
- Contributes to training of new staff and shows colleagues how to perform work related to this position.
- Participates in pro-active outreach relating to student recruitment, yield and retention efforts including outbound calls and emails to prospective students, applicants and current students, completing related administrative actions.
- Creates individual and group goals; participates in assessment, development and improvement activities on an ongoing basis.
- Incumbents may specialize in service relating to Campus or Open Learning enrolment specifically.
- A Bachelor's degree from a recognized post-secondary institution
- 3 years' related experience including:
- 1 year experience working in a dedicated student or customer service setting where the daily, ongoing, primary function is responding to and resolving student or customer contact requests
- Experience in a post-secondary environment, preferably in student recruitment, student or enrolment services, marketing, admissions, and/or advising
- Demonstrated ability to deal courteously and tactfully with staff, students, and members of the general public
- Demonstrated ability to effectively exercise judgement in resolving student/customer issues and interpreting related procedure and policy
- Demonstrated ability to use customer relationship management and student/client information system software and tools
- Excellent listening, verbal and written communication skills with ability to show empathy in difficult customer situations
- Demonstrated ability to work well under pressure and manage competing priorities
- Proven ability to work independently as well as part of a team
- Ability to work cross-functionally across the organization
- Knowledge of TRU programs and courses
- Ability to be diplomatic and persuasive in dealing with others
- Ability to plan, organize and prioritize tasks and meet deadlines, maintaining accuracy and attention to detail
- Sitting or standing at a desk/computer for long periods of time providing over-the-counter service in person or service via phone and various forms of electronic communication
- General office conditions
- Must be able to lift weights in excess of 10kg
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Enrolment Services Officer - Kamloops, Canada - Thompson Rivers University
Description
DUTIES
& RESPONSIBILITIES REPORTS TO
Appropriate Associate Registrar or designate, depending on assigned service venue (Campus or Open Learning)
EDUCATION:
EXPERIENCE:
SKILLS, KNOWLEDGE OR ABILITIES RELATED TO THE JOB
WORKING CONDITIONS