Admissions Customer Relationship Management Specialist

General Function

The Admissions CRM Specialist provides operational and technical support for the Office of Admissions & Enrollment Management by assisting with customer relationship management (CRM) functions, student record management, admissions communications, software integrations, and data integrity. This position supports the admissions process from application through enrollment by ensuring accurate data, timely processing of applications and documents, and exceptional customer service to prospective students.

Qualifications

• Associate degree from an institution accredited by a federally recognized accreditor is required; bachelor’s degree is preferred
• One (1) year of experience in an educational, student services or similar setting required. Relevant experience may include technical support, responding to student or public inquiries, collaborating with team members, and/or connecting individuals with appropriate services, resources, or departments; experience in higher education is preferred
• Experience with Customer Relationship Management (CRM) software preferred; Element451 (E451) experience preferred
• Working knowledge of the Ellucian Colleague Student Information System (SIS) preferred
• Proficiency in Microsoft Office software and the use of a variety of office equipment, including scanners, photocopiers, videoconferencing, and telephone systems
• Excellent typing, customer service, public relations, and communication skills
• Superior problem-solving, organizational, and time management skills
• Demonstrated attention to detail with the ability to maintain accurate student records and data integrity
• Ability to maintain a high level of confidentiality and protect personally identifiable information (PII) in accordance with institutional policies and applicable regulations
• Ability to learn and adapt to new technologies, software systems, and changing business processes

• Office suite environment
• Frequently sitting at a desk or workstation using a telephone, computer, keyboard, and mouse; some standing and walking

Essential Functions and Responsibilities

The duties of the Admissions CRM Specialist include, but are not limited to:

• Receive and process admissions applications, ensuring accurate and timely entry into the Ellucian Colleague Student Information System (SIS)
• Import applications and supporting documents into institutional systems in a timely manner
• Assist prospective students by phone, email, and in person with the admissions application process, including Residency Determination Service (RDS) and college application questions
• Monitor the Office of Admissions general email account, respond to inquiries as appropriate, and route communications to the appropriate department or staff member to ensure timely follow-up
• Assist the Admissions CRM Manager and Director of Admissions & Enrollment Management with CRM administration, software integrations, and admissions technology initiatives
• Assist with student record management and maintenance within the Ellucian Colleague Student Information System (SIS), including processing approved changes to personal information while ensuring the accuracy, integrity, and confidentiality of student records
• Assist with maintaining and updating admissions communications, communication workflows, and automated messaging within the CRM
• Track and monitor required admissions documents throughout the application process
• Assist with validation reporting, record auditing, and data quality initiatives to support data hygiene
• Assist with testing, implementing, and troubleshooting CRM workflows, software integrations, and system enhancements to improve admissions operations and the applicant experience
• Assist with documenting, tracking, and escalating potentially fraudulent or suspicious applications or applicant records to the Admissions CRM Manager and Director of Admissions & Enrollment Management for appropriate review and action
• Greet students, visitors and provide exceptional customer service
• Disseminate admissions information through telephone, email, mail services, and other communication channels
• Coordinate with other departments across the College to support enrollment management initiatives
• Perform other duties and responsibilities as assigned by the Director of Admissions & Enrollment Management

Notice of Nondiscrimination

Lenoir Community College is an Equal Opportunity Employer. The College complies with existing federal, state, and local laws and regulations regarding nondiscrimination. The College prohibits discrimination against and/or exclusion from participation in any benefits or activities by any person, either on the staff and faculty or in the student body, on the grounds of race, color, creed, religion, national origin, sex, age, political affiliation, or disability.