Associate Director of Enrollment Systems & Customer Service

Job Title: Associate Director of Enrollment Systems & Customer Service

Location: Dalton State College

Regular/Temporary: Regular

Full/Part Time: Full-Time

Job ID: 296893

About Us

Dalton State College delivers a transformational education experience in a community serving more than 5,000 students through its two campuses and online programs. A member of the University System of Georgia, we provide access to high-quality bachelor's degrees, associate degrees, and career and teaching certificate programs that are responsive to regional and state needs.

Located about 90 minutes from Atlanta and 30 minutes from Chattanooga, Dalton State is nestled in the foothills of the Appalachian Mountains in northwest Georgia and is surrounded by abundant outdoor recreation opportunities. We attract students from 35 countries and 26 states. Approximately half of our students are first-generation college students. Dalton State is Georgia's first federally-designated Hispanic-Serving Institution (HSI); through this designation, we administer a Title V and a Title III HSI STEM Grant program that benefit all students.

Our mission and values undergird our commitment to creating a sense of belonging for all students and to ensuring their success. Dalton State was ranked #1 in the nation for Student Experience in The Wall Street Journal/College Pulse 2024 Best Colleges in the U.S. rankings and the #2 most recommended institution in the country in 2025. In addition, we are proud to have been recognized in 2024 as one of 75 "Great Colleges to Work For" by ModernThink, along with an Honor Roll distinction.

Job Summary

This position is responsible for managing the provision of customer services for the Enrollment Services Office. It also occupies a uniquely cross functional vantage point within Enrollment Services, allowing the incumbent to see how processes across Admissions, Financial Aid, the Registrar, and Orientation intersect. Through its leadership of frontline service operations, the role identifies misaligned or inconsistent steps in the student onboarding experience and serves as an advisor to these departments, helping to resolve barriers and improve the overall enrollment journey.

Minimum Annual Salary: $49,700

Application Closing Date: Thursday, April 16,2026.

Applications Must Include These Documents

• Letter of application that directly responds to the position description, highlights your relevant qualifications, and demonstrates how your professional experience aligns with the mission, values, and academic environment of Dalton State College.
• A resume or curriculum vitae.
• List of three professional references: please include full name, job title, organization, phone number and email address, a brief description of relationship with reference. Include current and/or past employers.
  
  

Benefits Include

Healthcare options

Retirement option: Teachers Retirement Systems (TRS) or Optional Retirement Plan (ORP)

Tuition assistance

$100 annually in well-being rewards

Paid sick leave

Paid parental leave

Winter break (December Holidays)

USG Benefits

Responsibilities

Provides strategic leadership and operational oversight for customer service - 40%

• Supervises, trains, schedules, and evaluates customer service personnel to ensure effective coverage of the Welcome Center and Tier 2 service operations.
• Leads onboarding and ongoing professional development for customer service staff, including the delivery of annual training and performance evaluations.
• Oversees daily service delivery and directs responses to enrollment-related inquiries, escalating and resolving complex admissions, financial aid, and registration issues as appropriate.
• Serves as primary point of contact for escalated customer service concerns received via email, telephone, or in-person interactions, exercising judgment and discretion in resolution.
• Collaborates with students, parents, alumni, faculty, staff, and prospective students to resolve enrollment challenges and provide accurate, timely information.
• Advises students on institutional policies, processes, and regulations related to admissions, financial aid, and the registrar, and assists with completion of required documentation.
• Manages Call Center partnership, including review of weekly call reports and monthly invoices, development of training materials, and routine auditing of calls to ensure service quality and compliance.
• Implements service improvement strategies based on data trends, call audits, and customer feedback to enhance the overall enrollment experience.
  
  

Systems Administration & Operational Leadership - 40%

• Manages the daily operations, configuration, optimization, and performance of Enrollment Management systems, including Banner (Ellucian), Slate CRM, and related system integrations and AI-enabled interfaces.
• Ensures Enrollment Management technology platforms effectively support recruitment strategies, communication workflows, reporting needs, and data-driven decision-making aligned with strategic enrollment objectives.
• Serves as a functional systems administrator and subject-matter resource for Banner and Slate, supporting customer service related needs surrounding admissions, financial aid, registrar, and enrollment services operations.
• Partners with Directors and Slate users across Enrollment Services to develop, maintain, and refine data-informed processes, reports, and utilization strategies that support enrollment outcomes.
• Oversees system workflows for applicant and student record management, including document receipt verification, data accuracy auditing, and updates to student records to ensure compliance with institutional policies and regulatory requirements.
• Plans, develops, manages, and maintains content and data accuracy for Enrollment Services web pages, ensuring alignment with enrollment communications, branding standards, and user experience best practices.
• Analyzes system performance, usage trends, and process efficiency to recommend enhancements that improve operational effectiveness and service delivery.
• Provides functional guidance, troubleshooting, and process documentation related to Enrollment Management systems to ensure consistent, accurate use across teams.
• Collaborates with institutional partners, including IT and Institutional Research, to support system enhancements, reporting needs, and the effective use of enrollment data.
  
  

Performs a variety of related duties - 20%

• Prepares and delivers Enrollment Services presentations to college classes, community groups, and campus partners to increase awareness of admissions, financial aid, and enrollment processes.
• Participates in institutional recruitment and yield events, including Preview Day, Accepted Student Day, Freshman Scholarship Day, New Student Orientation, and related outreach activities.
• Serves as an Enrollment Services subject-matter resource during campus and external events, providing accurate guidance on admissions requirements, financial aid processes, and enrollment timelines.
• Collaborates with Admissions, Financial Aid, Academic Affairs, and Student Services to support coordinated outreach and enrollment initiatives.
• Assists with the planning, coordination, and execution of recruitment and outreach events to ensure a positive and consistent customer experience.
• Engages prospective students and families through individual consultations and small-group interactions to support enrollment decision-making.
• Provides feedback from outreach activities to Enrollment leadership to inform process improvements, communications strategies, and recruitment planning.
• Supports special projects and initiatives related to enrollment growth, access, and student success as assigned.
  
  

Required Qualifications

Educational Requirements

Baccalaureate degree in a course of study related to the occupational field required or a combination of education and related work experience required.

Required Experience

More than two years of related experience required.

Preferred Qualifications

Preferred Educational Qualifications

• Masters degree in a course of study related to the occupational field preferred.
  
  

Preferred Experience

• Knowledge of Ellucian/Banner and experience with SQL or query-building tools Knowledge of CRMs, preferably Slate
  
  

Knowledge, Skills, & Abilities

KNOWLEDGE

• Knowledge of customer service principles and practices.
• Knowledge of Family Education Rights and Privacy Act guidelines.
• Knowledge of college enrollment services policies and procedures.
• Knowledge of state and federal financial aid regulations.
• Knowledge of state residency regulations.
• Knowledge of USG and state lawful presence policies.
  
  

Skills

• Skill in training and supervising personnel.
• Skill in decision making and problem solving.
• Skill in the completion of a variety of reports.
• Skill in oral and written communication.
  
  

USG Core Values

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Conditions of Employment

Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with Dalton State College, as determined by Dalton State College in its sole discretion, confirmation of the credentials and employment history reflected in your application materials and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test. Offers are made expressly subject to the applicable federal and state laws, to the statutes, rules and regulations of this institution and to the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.

Equal Employment Opportunity

Equal opportunity and decisions based on merit are fundamental values of Dalton State College (DSC). As a member of the University System of Georgia, we follow the Board of Regents' policy, which prohibits discrimination on the basis of an individual's age, color, disability, genetic information, national origin, race, religion, sex, or veteran status ("protected status"). No individual shall be excluded from participation in, denied the benefits of, or otherwise subjected to unlawful discrimination, harassment, or retaliation under, any DSC program or activity because of the individual's protected status; nor shall any individual be given preferential treatment because of the individual's protected status, except that preferential treatment may be given on the basis of veteran status when appropriate under federal or state law.

All employment processes and decisions, including but not limited to hiring, promotion, and tenure, shall be free of ideological tests, affirmations, and oaths, including diversity statements. The basis and determining factor for all such decisions should be that the individual possesses the requisite knowledge, skills, and abilities associated with the role, and is believed to have the ability to successfully perform the essential functions, responsibilities, and duties associated with the position for which the individual is being considered. At the core of any such decision is ensuring the institution's ability to achieve its mission and strategic priorities in support of student success.

Dalton State College is an Equal Opportunity Institution. For questions or more detailed information regarding this policy, please contact Dalton State College's Office of Human Resources at 706-272-2034. Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact the Office of Human Resources at 706-272-2034.

Background Check

• Standard