The Enrolment Services Officer provides information and customer service relating to prospective and current students, programs, policies, applications, admission, transfer credit, registration, records, general advising, and related activities through inbound and outbound contacts via multiple contact channels for TRU students seeking Campus and Open Learning programs and courses. This position is often the first point of contact in Enrolment Services and contributes to a strong, positive student experience by creatively responding to and resolving student issues, either through initial contact or working collaboratively with other TRU colleagues. This position works closely with, and has regular contact with, all areas and many levels of the institution.
MAJOR DUTIES & RESPONSIBILITIES
- 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.
REPORTS TO
Appropriate Associate Registrar or designate, depending on assigned service venue (Campus or Open Learning)
EDUCATION:
- A Bachelor's degree from a recognized post-secondary institution
EXPERIENCE:
- 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
SKILLS, KNOWLEDGE OR ABILITIES RELATED TO THE JOB
- 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
WORKING CONDITIONS
- 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
