Freshmen Success Representative

Dept Number/Name: 0-3710-000 / Admissions

College Division: Student Success

Salary Plan: Administrative

Job Code/Title: 8229 / Freshmen Success Representative

Hiring Salary/Salary Range: $47,659

Position Number: 00028893

ORGANIZATIONAL SUMMARY:

The Office of Admissions is responsible for recruitment, admission, and enrollment of domestic and international undergraduate and graduate students at the University of South Florida. Approximately 110,000 admission applications (69,000 freshman, 21,000 transfer and 20,000 graduate) are processed and evaluated each year, augmented by academic credentials (e.g., high school and/or post-secondary transcripts, test scores, residency affidavits, conduct/disciplinary documentation, etc.) for each applicant.

POSITION SUMMARY:

The Freshmen Success Representative is a highly skilled professional that provides customer service to students and parents throughout the admissions process. This role will manage email queues, provide backup phone support to the call center, manage outreach to students to help with document collection and completion, and manage the front desk to handle walk-in customer support. Additionally, they will assist in conducting dynamic presentations and effectively answer questions about admission and application requirements and processes. Assist with the development of the unit's recruitment and yield plan and other recruitment initiatives in collaboration with Operations. Analyze and monitor recruitment metrics to identify areas for improvement and implement changes as needed. The position will report to the Assistant Director, FTIC Customer Success.

RESPONSIBILITIES:

Recruitment Support
Manage the front desk to handle walk-in customer support and provide customer service to students and parents throughout the admissions process. Manage email queues, provide backup phone support to the call center, manage outreach to students to help with document collection and completion.

Presentation Support
Assist in attending on-campus recruitment events across all three campuses and provide admissions guidance through information sessions and presentations. Provide presentations to campus tours and offer customer service by answering questions and directing students and parents as necessary.

Data Analysis
Analyze data to determine marketing effectiveness and impact on applicant and enrollment objectives for targeted populations. Develops and utilizes various report and dashboards to aid in decision making and support the recruitment team. Compile and analyze statistical data for routine, periodic, and ad hoc reports.

Performs other duties as assigned.

Other duties as assigned.

POSITION QUALIFICATIONS:

MINIMUM:

Bachelor's Degree

FLSB1310 Equivalency:
4 years of directly relevant experience may be substituted for bachelor's degree.

PREFERRED:

Preferred experience undergraduate admissions or student services in a higher education setting, fluency in English, Spanish or Haitian Creole.

• Experience in recruitment and customer service
• Strong collaboration skills and a personable and polished demeanor;
• Experience in training and presentation skills
• Excellent communication skills
• Must be highly organized