Academic Advice, Best Practices, Call Centers, Coaching, Communication Skills, Computer Skills, Customer Relationship Management (CRM) Systems, Customer Support/Service, Data Entry, Detail Oriented, Educational Administration, Microsoft Office, Onboarding, Online Chat, Organizational Skills, People Management, Performance Metrics, Presentation/Verbal Skills, Publications, Reporting Skills, Scholarship, Time Management, Trend Analysis, Tuition Fees, Writing Skills
Recruitment Response Center Coordinator
The Recruitment Response Center is responsible for the day-to-day operations of SUNY's Recruitment Response Center. This includes hiring and training contact center agents, maintaining chat and email platforms, and ensuring performance metrics aremet. The coordinator will also need detailed knowledge of system-wide enrollment initiatives in order to best serve all prospect students, families, and school counselors.
The Recruitment Response Center responds to over 25,000 Live Chat sessions, 51,000 phone calls and 10,000 emails annually. The Center also handles the fulfillment of publications and other mailings for SUNY-wide recruitment.
Position responsibilities and duties include:
- Supervise, evaluate, and assign duties to call center agents within the Center
- Coach staff on appropriate call, email, and chat responses to ensure superior customer service
- Responsible for recruitment and onboarding of new agents
- Provide guidance to prospective students and families, as well as school administrators, regarding academic programs, scholarship programs, support services, and other SUNY initiatives
- Ensure timely entry of inquiry data into Customer Relationship Management system software
- Coordinate publication fulfillment and letter generation
- Generate reports related to fulfillment trends and volumes for Senior Director as necessary
- Evaluate technology within the Center and inquire about upgrades, new technologies and functionality as necessary
- Maintain and expand knowledge of admissions and recruiting best practices
Required Qualifications:
- Bachelor's degree
- One year of college recruitment experience
- Excellent written and verbal communication skills
- Proficiency in computer applications, including MS Office
- High degree of organization and attention to detail
- Ability to be self-motivated
- Ability to work non-standard hours during peak seasons
Preferred Qualifications:
- Master's degree
- Managerial experience in a unionized setting
- Familiarity with admissions and recruitment procedures and an understanding of academic advisement
Applicants must be currently authorized to work in the United States on a full-time basis. VISA sponsorship is not available for this position.
Salary is dependent on a variety of factors, including but not limited to, experience, education, training, and certifications. The range for this position is $63,000-$72,000 annually.
The state title for this position is Senior Staff Assistant (SL-3) and is part of the United University Professions Union.
Excellent Benefit Package which includes: NYS health insurance, free dental and vision coverage, competitive retirement options, tuition assistance, parental leave at full pay, and generous vacation, sick, and holiday time. Generous amount of time off: 13 days of paid holidays per year; 15 days of vacation and 15 days of sick time accrued for the first year of employment. Then increases thereafter. Please see our UUP benefits summary for additional information.
Some positions may require additional credentials or a background check to verify your identity.