Graduate Admissions Coach
Requisition Number 17-0063 Post Date 4/20/2017 Title Graduate Admissions Coach Location Charles Town, WV Company APUS Description Please scroll all the way down and click "Apply On-Line" to apply for this posting.* Reports To: Dean, Graduate Studies* Department: Academic Administration* Office Location: Charles Town, WV* FLSA Status: Exempt* Date Posted: April 20, 2017* Date Closing: Open Until Filled Synopsis of Role:The Graduate Admissions Coach serves as an expert in admissions policies and is responsible for identifying, contacting, and maintaining relationships with prospective graduate degree candidates. This role advises and facilitates student applications; assists students in completing the admission processes; and provides status updates to prospective graduate candidates. The coach handles communication efforts across the institution, works with document services to manage graduate applicant admission records, and supports the overall enrollment of graduate studies candidates. The graduate admissions coach is considered the "front line" resource of American Public University System (APUS) for assistance to prospective and new students interested in attending American Military University's (AMU) and American Public University's (APU) graduate programs. This role has a broad based knowledge of APUS and its policies (including Federal privacy laws for students), as well as its graduate programs, courses, admissions requirements, and general program requirements. Additionally, the coach is also familiar with information related to federal educational funding options, as well as United States military educational funding sources. This role conducts a preliminary review of graduate admissions documents, and refers students appropriately for any needed in-depth assistance. In addition, the coach assists assigned students from inquiry through acceptance into the graduate program. This role works with the dean to develop marketing strategies and utilize marketing materials/opportunities provided by APUS. The coach has an understanding of APUS's position in the higher education marketplace and will tailor efforts to help achieve the APUS strategic goals and objectives. The graduate admissions coach also understands the best practices in the higher education industry, Council for Higher Education Accreditation (CHEA), and demonstrates an understanding of the needs of adult learners/non-traditional students. The role acts as liaison between students, faculty, and administrators; and participates in University activities aimed at improving the climate for graduate students. Essential Functions:* Collaborates with academics and enrollment management leaders, implements, and evaluates admission policies and procedures for graduate candidates.* Works with the communications and marketing teams to create plans for the design and production of recruitment materials and website.* Creates and implements a strategy for an effective graduate candidate admissions communication plan.* Manages proper maintenance of all admissions communications and records.* Aids in the initial file review for all completed graduate applications.* Consults with the graduate admissions committee for formal admission into graduate programs.* Coordinates with graduate studies on unique graduate requirements.* Provides staff and faculty training for graduate admissions processes, including training in the use of University and proprietary systems.* Develops and maintains internal statistical reporting for graduate admissions, in conjunction with the dean of graduate studies.* Travels to represent the University at conferences, alumni events, and regional membership meetings of professional memberships to support recruiting, development and engagement of employer partners.* Provides immediate, ongoing, and efficient information to prospects and students in a timely manner, either telephonically or by other electronic or digital means.* Protects the privacy of student accounts through compliance with FERPA.* Conducts preliminary review of the academic records of prospective and new students for admission to graduate programs.* Conducts initial interviews with candidates.* Develops efficient marketing strategies and communications to engage and inform graduate candidates.* Demonstrates skill in using Customer Relationships Management (CRM) and other software applications used in enrollment management.* Resolves routine and escalated customer concerns in a professional, efficient manner.* Maintains a productive working relationship with other APUS departments, such as financial aid, fulfillment, military assistance, student services, marketing, etc.* Meets or exceeds performance goals (conversion rates) as determined by the dean of graduate studies.* Keeps work area organized and in a professional appearance at all times.* Adheres to assigned work schedule.* Assists other enrollment management team members with special projects as assigned.*Builds relationships with prospective and/or current students by representing the University through email, chat, phone, coach landing pages, training videos, recruitment/welcome videos and/or social media.* Performs other duties as assigned. Work Environment and Physical Demands:* Standard office environment in Charles Town, WV.* May require telecommuting.* High-speed internet and dedicated work space at home is required.* Work schedule may include night and weekend hours and/or occasional travel. Requirements Required Skills:* Ability to communicate effective both verbally and in writing.* Strong relational skills with comfortable telephone presence.* Ability to use active listening skills.* Ability to set goals and priority work to maximize efficiency, to meet deadlines and to use time wisely.* Ability to be a team player by sharing information and offering assistance to colleagues.* Ability to offer thoughtful contributions at meetings and the ability to respect others regardless of differences.* Ability to handle escalated issues calmly and appropriately and to take initiative to resolve problems and offer solutions.* Ability to demonstrate proficiency with applications used in the admissions department.*Demonstrated experience with CRM tools and online technology.* Ability to build rapport with prospects and students and to provide timely, accurate information.* Ability to know where to find answers and to understand referral processes and procedures.* Demonstrated understanding of FERPA guidelines and internal policies regarding student and employee privacy.* Ability to understand and follow professional standards and University procedures.* Ability to understand and effectively explain policies, accreditation, procedures, and programs (including funding sources for students).* Ability to compare and contrast APUS with major competitors.* Understanding of higher education in the United States as enrollment procedures for the members of the United States Armed Forces.* Demonstrated knowledge of APUS history, goals, mission, organization structure, and strategic objectives, including the ability to extract analysis information from reports.* Knowledge of current and best practices in marketing, student recruitment, admissions, and enrollment management.* Ability to acquire competency in required experiences/skills within three (3) months on the job, if hired without these required experiences/skills.* Ability to work with diverse populations.* Ability to handle sensitive and/or confidential information and situations.* Ability to use relevant computer software packages such as MS Word, Excel, SPSS, etc. Required Experience:* Bachelor's degree required; Master's degree preferred.* Ten or more years in a customer service environment, preferably in sales or education required.* One to three years of experience working in graduate admissions required.