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Admissions Customer Service Manager
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Position Number: 4206539
Location: Denver, CO
Position Type: Admissions/Enrollment

Admissions Customer Service Manager

Metropolitan State University of Denver

Department
Admissions

Salary for Announcement

The minimum of the pay range for this position is $45,300. We anticipate the qualified candidate to be placed between $45,300 - $56,650. The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

Position Summary

The Customer Service Manager will serve as the first point of contact for Office of Admissions inquiries from various campus stakeholders. They are responsible for providing high level of customer service to students, parents, staff, faculty, and other visitors as well as answering admissions and enrollment related questions through various mediums using the Banner (SIS) and Slate (CRM) as an information resource. Typically, this includes providing information about admissions requirements and deadlines, application procedures, tuition classification, le completion, orientation, and campus tours.

The position is a member of the Enrollment Management Supervisor Team dedicated to improving customer service across all Enrollment Management offices. The position will oversee the admissions front desk student staff and will provide guidance and leadership ensuring various oce duties are completed along with managing student hours, responsible for the hiring of new student staff, and performing student evaluations. The Customer Service Manager will also assist in training, coordination of student employees' hours while managing their workstudy award and updating the training manual and other training materials on an as-needed basis.

The Customer Service Manager will serve as back-up to the Tuition Classification Officer and will counsel students and/or families on tuition classification requirements. The position is responsible for processing any acceptance letter resends, application fee waiver requests from prior terms, completing opt outs and troubleshooting all email inquiries about students' admissions records. Represents the Office of Admissions at Open Houses and other special events. Provide clerical support to the oce manager including scheduling student staff. The position will occasionally provide students and/or family members with information and answer questions in Spanish.

IND208

Duties/Responsibilities

40% - Student Staff Management

Provides guidance and leadership to the oce student staff, ensuring various oce duties are completed. The coordinator will also assist in training, coordination of student employees, evaluating student performance, updating the training manual and all other front desk training materials.

25% - Customer Service

Greets students, parents, staff, faculty, and other visitors and answers admissions and enrollment related questions for students through various mediums using Banner and Slate CRM system as information resources. Utilizes extensive knowledge of application deadlines and admissions standards for all student types. Provides students and/or parents with information and answers questions in Spanish

25% - Tuition Classification Back-up

Serve as a back-up to the Tuition Classification Officer. Counsel students on tuition classification requirements for in-state residency, ASSET, Western Undergraduate Exchange, and all options available to students to qualify for in-state tuition.

5% - Document Management

Opens, sorts, and processes all incoming mail including applications and other admissions documentation and routes incoming items to our CRM.

5% - Other duties as assigned

Required Qualifications

Bachelor's degree or a minimum of 4 years of relevant professional experience
Two years of experience in higher education with emphasis on admissions and/or enrollment management
Experience providing customer service experience in a higher education environment
Experience with a Customer Relationship Management (CRM) platform
Experience with a Student Information System (SIS)

Important Note: Successful applicants will ensure their resumes clearly demonstrate that their work experience describes how they meet ALL required qualifications.

Preferred Qualifications

Slate CRM experience
Banner SIS experience
Bilingual in Spanish
Supervising experience

Work Hours

40 hours a week
This position is hybrid with on-campus and remote days agreed upon with supervisor.

Instructions to Apply

For full consideration, please submit the following documents:

Resume
Cover letter describing relevant job experiences as they relate to listed job qualifications and interest in the position

Official transcripts will be required of the candidate selected for hire.

If you are an Internal applicant, please apply via the Career tab within the WorkDay Menu

Important Note: Successful applicants will ensure their resumes clearly demonstrate that their work experience describes how they meet ALL required qualifications.

Closing Date

Open Until Filled

Posting Representative
Carlos Alcala

Posting Representative Email
calcala1@msudenver.edu

Benefits

MSU Denver is pleased to offer our current and potential employees a wide array of benefit options. To learn more, please visit the following link:

Employee Benefits Offerings

Diversity Statement

Metropolitan State University of Denver is a unique, access-oriented campus community that values diversity, equity, and inclusion in all its forms. Our student population consists of nearly 50% first generation students and over 45% students of color. We are a designated Hispanic Serving Institution located in downtown Denver.

We create an equitable learning and working environment in concert with individuals who consistently demonstrate commitment to equity and inclusion. We greatly value the diverse identities and perspectives of our students, faculty, and staff and recognize that in order to achieve a just and equitable society, diversity must go beyond simple representation. It requires critical inquiry and dialogue and a commitment to action. We strive to provide a culture of belonging for all community members to achieve personal and professional success.

To apply, please visit: https://msudenver.wd1.myworkdayjobs.com/en-US/MSUDenver/job/Denver-Colorado/Admissions-Customer-Service-Manager_JR101004