Admissions Customer Service Manager - Graduate Admissions & Enrollment Management

This position is Open until filled. Early applications are encouraged as the position may close before the listed deadline once a suitable candidate is found.

Summary of Job Duties:

The Admissions Customer Service Manager is responsible for managing the customer service center. The Admissions Customer Service Manager should be current and well informed on admissions and enrollment related policies and procedures ensuring that student staff consistently provide the highest level of customer service to students, faculty, and staff. This position supervises work-study positions, trains staff, creates and maintains training materials, evaluates workflow needs and reassigns staff and workloads as appropriate. This position serves as the front line, central point of contact for students, staff, and faculty within and outside the GSIE unit on graduate and international admission processes, workflows, and the admission and enrollment status of applicants. 


Regular, reliable, and non-disruptive attendance is an essential job duty, as is the ability to create and maintain collegial, harmonious working relationships with others.

Minimum Qualifications:

An earned bachelor's degree from an accredited institution

At least one year of experience in implementing customer service and/or business process solutions

Preferred Qualifications:

At least two years customer service experience

At least one year of related higher education admissions experience

Proficient in Microsoft Office Suite (particularly MS Word and Excel) and ability to learn other software as required

Knowledge, Skills & Abilities:

Knowledge of and the ability to learn university policies and procedures

Ability to understand and comply with the Family Educational Rights and Privacy Act (FERPA)

Ability to demonstrate and explain how to navigate and view the Slate admissions process to external audiences

Ability to receive and follow directions, while maintaining the ability to question current practices and policies

Excellent communication and relationship building skills

Skilled in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions

Organizational skills in managing projects simultaneously while maintaining a satisfactory work product

Ability to accurately prepare and maintain records, files, and reports

Ability to communicate effectively in both verbal and written form

Ability to handle difficult and stressful situations with professional composure

Ability to establish and maintain a good rapport with university faculty and staff, students, and the general public

Ability to work successfully as a member of a team and independently with moderate supervision

Ability to plan, assign, train, and supervise the work of others