PAY GRADE: 29E

DEADLINE: September 28, 2018

CONTEXT OF THE JOB:

The Assistant Director(s) of Enrollment Services in the Division of Enrollment Management (DEM) will be responsible to supervise the day-to-day service demands associated with a high-volume area tasked with enhancing service delivery across the Division of Enrollment Management. Two Assistant Directors will work as a team, under the new Associate Director of Enrollment Services, in development, design, facilitation, evaluation, and implementation of new and existing training and quality control programs to ensure staff and students workers, who support the Division's first level of service (also known as Tier I) within DEM provide accurate and timely information through all modes of frontline service, including telephone, email, and online, and will understand when and how to refer contacts to other University staff members, as appropriate.

Student Enrollment Services team generally will be the first point of contact for all University of Delaware students regarding enrollment management matters (admission, financial aid, billing, registration) and these roles must coordinate and facilitate a comprehensive training program in collaboration with stakeholders and other campus offices to ensure that students and staff have the knowledge base and skills necessary to provide outstanding service to students and clients.

MAJOR RESPONSIBILITIES:

The Assistant Director(s) of Enrollment Services works as part of the enrollment management team and responsibilities include, but are not limited to, the following:

• Support the Associate Director in providing day to day supervision and quality control oversight, as it relates to Tier I service delivery via phone, email, and online inquiries, to SES's frontline services team.
• Collaborate with other campus offices to assess training needs and share information to promote and support other campus partners in the provision of optimum services to students and other clients. Assist with training other trainers (subject matter experts) to deliver training in a manner that is appropriate to audiences with various learning styles.
• Coordinate schedules of staff and students to ensure activities meet defined service level agreements to meet or exceed customer service goals through various service.
• Provide daily oversight for all Tier I frontline activities related to admission, billing and financial aid, and registration and academic records within DEM. This includes understanding key dates and timelines; required admission and aid application materials; on-campus visitation process and schedules; University systems (e.g., Slate and UDSIS); recruitment, yield, registration, billing, and financial aid communication strategies and timelines; and University policies and procedures across functions.
• Compile and continually update a comprehensive knowledge base and frequency asked questions on behalf of the Division,
• Monitor websites and ensure that the content on the virtual site is user-friendly, appropriate, and easy to navigate by the various audiences. Ensure consistent and timely information sharing through various media to enable the team effectively assists students and other clients. Recommend regular update of content to ensure that the information provided is current, accurate, and consistent with the knowledge base.
• Coordinate and communicate with students, faculty, staff, internal departments, and external entities to resolve difficult and complex customer issues.
• Coordinate new hire onboarding for Division of Enrollment Management student staff, ensuring that the new hire training curriculum for frontline staff is consistent across all representative offices in the team.
• Monitor daily service activity, develop quantitative and qualitative metrics and make recommendations to the Associate Director for any appropriate changes.
• Identify and recommend continuous process improvement through operational efficiency and customer-focused operations.
• Assisting the front line during peak periods in meeting service demands as needed.
• Perform miscellaneous job-related duties as assigned.

QUALIFICATIONS:

• Bachelor's degree with at least three years of related professional experience, or equivalent combination of education and experience.
• Progressive experience working in at least one enrollment services function - admissions, registrar, financial aid, or bursar.
• Experience working in a high-volume services area.
• Experience implementing training programs, including curriculum development, instructional design, and training delivery.
• Commitment to good customer service practices, preferably in a student-focused environment.
• Superior communication skills (verbal and written) necessary.
• Strong organizational skills; ability to prioritize workload across various modes of contact and University cycles.
• Detail-oriented.
• Ability to remain adaptable and flexible to different situations and changes and work under pressure.
• Experience with process mapping, continuous process improvement, total quality management, or similar processes.
• Ability to solve problems effectively.
• Operational knowledge of MS Office software.
• Ability to learn new systems, software, and processes quickly.
• Ability to work effectively and collaboratively with diverse groups and individuals, as well as other campus units.
• Commitment to equity, diversity, and inclusivity.

• Prior experience with campus computer systems, including Slate and PeopleSoft, preferred.
• Prior experience in a call center preferred.
• Prior experience using and/or implementing various technologies (i.e. Case Management, CRM, Click to Chat, Knowledge Bases) to modernize and improve customer service experiences preferred.
• Familiarity with the University of Delaware campus administrative procedures and policies preferred.

Equal Employment Opportunity

The University of Delaware is an Equal Opportunity Employer which encourages applications from Minority Group Members, Women, Individuals with Disabilities and Veterans. The University's Notice of Non-Discrimination can be found at http://www.udel.edu/aboutus/legalnotices.html

To apply please click here!