Director of Enrollment Service Center
Southern Methodist University Inc

Dallas, Texas

This job has expired.


Description

Salary Range:

Salary commensurate with experience and qualifications

About SMU

SMU's more than 12,000 diverse, high-achieving students come from all 50 states and 80 countries to take advantage of the University's small classes, hands-on research opportunities, leadership development, community service, international study and innovative programs. The University offers a strong foundation in the humanities and sciences and undergraduate, graduate and professional degree programs through eight schools.

Now in its second century of achievement, SMU is increasingly recognized for the ways it supports students, faculty and alumni as they become ethical leaders in their professions and communities. The University's entrepreneurial spirit lives in people from every academic discipline who see opportunities to create something new in the world - and work hard to bring their innovations to life. SMU's relationship with Dallas - the dynamic center of one of the nation's fastest-growing regions - offers unique learning, research, social and career opportunities that provide a launch pad for our students, faculty and alumni to make a global impact. On the most beautiful college campus in the country, SMU Mustangs are energized by unbridled opportunities - from teaching, learning and research to creativity, performance and athletic endeavor.

About the Position:

The Enrollment Service Center provides front-line customer service for the Division of Enrollment Services through telephone, email, online tools, and in-person service counters. The Director provides strategic vision, management and oversight of the team in handling questions, issues, and business transactions from prospective and current students, parents, faculty and alumni. The director ensures that customer service is excellent and resolutions are both quick and accurate in support of the enrollment and retention goals of the University. Conduct training and assessment on a regular basis.

Essential Functions:

  • Hire, supervise, and evaluate staff and student workers in the service center, involving DES stakeholders in this process. Implement initial and ongoing training to provide comprehensive service. Evaluate staff performance based on concrete objectives of customer service. Define and maintain performance and customer service standards for all staff.
  • Manage service center operations and budget. Schedule and manage staff to best respond to volume and type of service requests. Develop and track service level standards. Monitor calls to ensure excellent customer service and accuracy of information. Ensure that staff maintains up-to-date knowledge to serve stakeholders and to support DES effectively. Assist staff to resolve calls when necessary.
  • Report on service center activity. Keep daily records of calls, etc. - numbers, types, referrals. Develop reports on patterns. Report on staff progress meeting targets and accomplishing goals. Develop and produce regularly report statistics related to service center activity and customer satisfaction. Identify and implement, in consultation with DES leadership, opportunities to improve services.
  • Participate in DES leadership discussions aimed at meeting the goals and objectives of the division and the University. Work closely with DES directors and their staffs to ensure ongoing improvement in front-line services. Provide observations, data and recommendations to improve the student enrollment experience at SMU based on service center activity and feedback, as well as best practices.
  • Educate the SMU community (e.g., students, parents, faculty, staff, alumni and others) about DES and the services it provides, in particular by partnering on new student programs, student financial literacy, UG & GR recruitment efforts etc. Represent DES at appropriate meeting as assigned by supervisor or the Associate Vice President for Enrollment Management.
  • Assist directly in providing front-line service and resolving questions or issues when during particularly busy times or when otherwise necessary to provide good customer service. Refer them to the correct DES department when appropriate.
  • Assist with other special projects as assigned by executive directors and the associate vice president for enrollment management.
  • Engage with the enrollment and student services professional community (e.g., Institute for Student Services Professionals), and encourage staff to do the same. Attend and participate in professional development opportunities when appropriate and according to current University practice.


Qualifications

Education and Experience:

Bachelor's degree is required.

A minimum of five (5) years of experience is required.

Candidate must have customer service experience. Candidate with call center/service counter experience is a plus.

Knowledge, Skills and Abilities:

Candidate with experience with an institution of higher education is preferred, especially in roles related to enrollment services. Candidate with knowledge of enrollment service areas (e.g., financial aid, student accounts, immigration, registration & records, etc.) is preferred. Candidate must demonstrate knowledge of MS Word, Excel, and Outlook. Experience with Oracle/PeopleSoft, HighPoint and/or Slate is preferred.

Candidate must demonstrate strong interpersonal and verbal communication skills, with the ability to communicate broadly across the University and develop and maintain effective relationships with a wide range of constituencies. Must also demonstrate strong written communication skills.

Candidate must possess strong problem-solving skills with the ability to identify and analyze problems, as well as devise solutions. Must also have strong organizational, planning and time management skills.

Physical and Environmental Demands:
  • Sit for long periods of time
Deadline to Apply:

Priority consideration may be given to submissions received by October 20, 2022.

Position open until filled.

EEO Statement:

SMU will not discriminate in any program or activity on the basis of race, color, religion, national origin, sex, age, disability, genetic information, veteran status, sexual orientation, or gender identity and expression. The Executive Director for Access and Equity/Title IX Coordinator is designated to handle inquiries regarding nondiscrimination policies and may be reached at the Perkins Administration Building, Room 204, 6425 Boaz Lane, Dallas, TX 75205, 214-768-3601, accessequity@smu.edu.

Benefits:

SMU offers staff a broad, competitive array of health and related benefits. In addition to traditional benefits such as health, dental, and vision plans, SMU offers a wide range of wellness programs to help attract, support, and retain our employees whose work continues to make SMU an outstanding education and research institution.

SMU is committed to providing an array of retirement programs that benefit and protect you and your family throughout your working years at SMU and, if you meet SMU's retirement eligibility criteria, during your retirement years after you leave SMU.

The value of learning at SMU isn't just about preparing our students for the future. Employees have access to a wide variety of professional and personal development opportunities, including tuition benefits.


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