Coordinator of Enrollment Services Call Center

The Coordinator of Enrollment Services Call Center exists to coordinate the process, procedures, and activities of the Call Centers including, hiring, training, evaluating, and supervising staff, maintaining the staff schedule, developing procedures and training, creating an environment that provides the highest quality customer service to students, and communicating accurate and timely information to students and staff. This position will coordinate and help with providing customer service and information to internal and external customers remotely (via phone, text, email, and online chat) related to Admissions and Recruitment, Financial Aid, Records/Registrar’s Office, Student Accounts, and general support to campus departments and faculty as it relates to enrollment services, student services, and project support. Staff in the Call Center have a broad knowledge base related to all aspects of the enrollment process in order to assist students with a broad range of questions and needs. The Call Center exist to provide customer service support for all incoming calls to the college related to Admissions & Recruitment, Financial Aid, and the Records/Registrar’s Office with the goal of achieving PPCC’s enrollment goals. This position is tasked with developing a Call Center that can react to the current needs of students who contact the college, but also to develop a proactive enrollment process for students before they run into barriers or problems. The Coordinator is responsible for managing the Call Center which is located at the Centennial Campus. All positions in the Student Services Division exist to support and further the mission of Pikes Peak Community College.

Minimum Qualifications

• Bachelor’s degree from a regionally accredited institution.
• Two years of professional experience in leadership, management, or supervision.
• Demonstrated experience hiring new staff, developing training plans to on-board staff, and evaluating staff performance.
• Demonstrated experience learning and using new software.
• Demonstrated experience in using data to improve processes and services.

Preferred Qualifications

• Two years of professional experience in admissions, recruitment, financial aid, student records, advising, or another student services department in higher education.
• Two years of professional experience in leadership, management, or supervision in higher education.
• Three years of experience providing customer service at high volumes in a call center.
• Experience using a student information system.
• Two years of demonstrated experience evaluating and assessing customer service processes to improve the customer experience and meet goals using reporting tools and data analysis.
• Experience working with teams and individuals from different parts of an organization to achieve desired outcomes.

Salary is $3,956.33 gross per month. For full consideration, all application materials must be received by 4:00 p.m. on Friday, June 2, 2017. Applications accepted until position is filled.

This position may be eligible for a variety of employee benefits. Employee benefit information may be reviewed at https://www.cccs.edu/employee-resources/employee-benefits/ .

Interviews will be conducted in-person. The College does not reimburse candidates for travel expenses associated with interviewing, unless otherwise indicated at the time of call for interview.

Application Process: Please submit electronically a cover letter, resume, transcripts (unofficial), and the names and contact information of three recent job-related references who can address your expertise and background for this position. The cover letter must specifically address each of the qualifications listed under Minimum Qualifications and Preferred Qualifications in the exact same order in which they are listed in this announcement.

Note: Prior submission of application materials will not be considered.

Required Skills

Essential Functions

Supervise Call Center staff

• Hire, train, supervise, and evaluate Call Center staff.
• Develop a work environment that provides the highest standard in customer service to students.
• Create an accountability system for the accuracy of information provided, the accuracy of documents processed, and for maintaining the highest standard of customer service.
• Train incoming staff to use PPCC’s student information system (Banner) and customer relationship management system (Recruit).
• Assist the Director with developing, implementing, and assessing outcomes related to individual, departmental, divisional, and college-wide enrollment goals and the strategic plan.
• Develop, monitor, and report on office standards related to the quality and quantity of services provided to students.
• Utilize data to anticipate heavy customer service volume.
• Analyze staffing as needed to insure optimal utilization of the Call Center.
• Make arrangements for coverage when staff is absent.
• Maintain a workable schedule for all Call Center staff to meet student, faculty, and staff needs.
• Assign tasks to employees then monitor and provide accurate and timely feedback regarding performance.
• Oversee day-to-day workload assignments of direct reports.
• Review and approve time sheets and leave requests.
• Keep accurate and timely records of staff evaluations, concerns, and disciplinary actions.
• Oversee the professional development of direct reports.
• Prepare weekly and monthly reports for the Director of Admissions & Recruitment.
• Address complaints and concerns by listening to the complaint, documenting the issues, researching possible causes, and suggesting appropriate solutions.
• Communicate with complainant to gain more information and conduct additional research where the nature or cause of the problem is unclear.
• Inform administration and suggest change in procedures as necessary.

Procedure Development, Training, and Communication

• Provide direction, planning, and organization to the services and procedures performed by Call Center staff.
• Collaborate with all areas of Student Services and other divisions to develop training for all Call Center staff.
• Work closely with the Enrollment Services Center Coordinator to ensure that processes, procedures, and information are aligned between these work units.
• Work closely with managers and staff from the Financial Aid and Records offices to ensure that information relayed to students about these areas is accurate and to empower Call Center staff to take on additional responsibilities and broader decision making authority when it is in the best interest of students.
• Facilitate regular staff information and training meetings.
• Utilize Microsoft Office applications on a daily basis design, create, and maintain forms, reference materials, databases, and training resource materials.
• Explain work processes, develop written procedures, provide information on document flow and tracking, and provide accurate and timely updates to process and service related information.
• Develop and implement process improvements using data driven decision making and refer to the Director of Recruitment & Admissions when process changes impact another work unit.
• Provide training to other departments or divisions as needed related to Call Center operations and procedures.

Direct Customer Service

• Provide Call Center coverage if there is a staffing shortage or during peak enrollment times.
• Provide service to students on the phone, and through email, text, and online chat to determine the customer’s needs and provide service as appropriate through immediate solution or referral to the appropriate person or department.
• Provide information for first level/general questions for all Student Services departments (including but not limited to Financial Aid and Records) and the college.
• Provide information and service for second level/detailed questions for Admissions & Recruitment related questions as well as anything related to registering for classes.
• Convey knowledge of college organization to students, faculty, and staff and make decisions based on that knowledge.
• Explain and facilitate Admissions & Records front line services including registration, drops, and withdrawals.
• Set up appointments for students with various departments and check students in for drop-ins and appointments in SARS (scheduling system).
• Use Banner student information system and the Recruit CRM to access student records and update student information.
• Explain college, state, and federal policies, procedures, and information related to admissions, enrollment, financial aid, placement, and student services to internal and external customers.

Budget Management & Purchasing

• Track and reconcile budget needs for the Call Center.
• Understand and adhere to PPCC and state fiscal guidelines.
• Through use of data, provide recommendations for the Call Center budget needs each fiscal year.

Other Recruitment & Admissions Activities

• Participate in on-campus Recruitment and Admissions activities as needed.
• Serve on college-wide teams and committees as requested.
• Attend pertinent professional development workshops/conferences as timing and funding permits.
• Perform other duties and projects as assigned.

General Duties

• Ability to provide high quality customer service over the phone, email, text, and online chat.
• Knowledge of student and enrollment services in higher education, especially Admissions, Financial Aid, and Registrar processes.
• Ability to lead/supervise a team of professional and student staff members working in a call center.
• Demonstrate strong written and oral communication skills and display comfort interacting with a broad range of constituents.
• Proficient with Microsoft Office suite.
• Solid general computer skills, including email and internet use.
• Ability to use a student information system (like Banner) for issues/processes related to Admissions, Financial Aid, Student Accounts, registration, and Registrar functions.
• Ability to think creatively about customer service and enrollment, be a capable team player, and be committed to the mission of the college.
• Excellent oral and interpersonal communication skills, including ability to make professional presentations to large groups.
• Ability to train staff to develop proficiency related to software utilization (Banner, Recruit CRM, EAB Navigate, SARS, etc.) related to enrollment processes.
• Ability to motivate staff and develop an effective and efficient work environment that adheres to the highest standards of customer service and moves the college forward on its enrollment goals.
• Ability to analyze data and apply it to job related decision making.
• Excellent customer service skills and the ability to effectively relate to students, faculty, staff, and the public.
• Ability to work both independently and as part of a team.
• Ability to hold staff accountable for the standard of work performed and address issues related to poor customer service and inaccurate information.
• Ability to effectively prioritize and manage multiple projects to meet necessary deadlines.
• Ability to conduct research, analyze results, and produce reports from multiple sources.
• Demonstrated evidence and understanding of the concepts of diversity and inclusion and their application in the workplace.

This job description reflects Pikes Peak Community College’s best effort to describe the essential duties and qualifications of the job. It is not an exhaustive statement of all the duties, responsibilities or qualifications of the job. This document is not intended to exclude an opportunity for modifications consistent with providing reasonable accommodation.

Required Experience

• Two years of professional experience in leadership, management, or supervision.
• Demonstrated experience hiring new staff, developing training plans to on-board staff, and evaluating staff performance.
• Demonstrated experience learning and using new software.
• Demonstrated experience in using data to improve processes and services.

Job Location
Colorado Springs, Colorado, United States
Position Type
Full-Time/Regular