Enrollment Services Coordinator

The Position

Title: Enrollment Services Coordinator

Position Type: Full time

Requisition No: 24039

Category: Administration

Supervisor: Manager of Student Journey and Success

Last Updated: January 2024

Job Purpose: The purpose of this position is to support the Manager of Student Journey and Success by managing the Enrollment Services team and ensuring students are supported from pre-enrollment to completion in an effective and efficient manner.

Location: Remote, various locations throughout California

Salary Range: The beginning salary range for this position is Range M-9, (Steps 1-3) $86,040.36- $94,875.61.

The first review of applications shall occur approximately on February 20, 2024

Position Overview

Under the direction of the Manager of Student Journey and Success this position will manage a team of Student Support Specialists within Enrollment Services. This individual will ensure that students are supported at all steps for the student journey by ensuring key performance indicators are maintained amongst staff members.

Essential Job Duties and Responsibilities

The duties below are representative of the role and are not intended to cover all of the duties performed within the scope of work.

• Lead the Enrollment Services team, fostering teamwork and communication while ensuring students are served.
• Assess the effectiveness of the Enrollment Services team in terms of managing student communication.
• Ensure learners are provided the highest level of customer service.
• Create and maintain concrete expectations revolved around student support.
• Analyze student support specialist data and student communication data to ensure students are responded to and supported in a timely manner.
• Monitor incoming and outgoing phone calls, emails, text messages, chats, and slack messages to ensure a positive student experience.
• Operationalize processes and procedures and adapt current practices to best meet the needs of students.
• Ensure consistency in messaging to students amongst all staff members within the department.
• Work cross functionally on projects geared towards student success.
• Create and maintain student communication processes to ensure a high standard of operation.
• Monitor, handle, and escalate student concerns.
• Report team data to the Manager of Student Journey and Success as well as the Dean of Student Journey.
• Identify and report out barriers to learner success and assist in making recommendations to resolve and improve departmental and cross-functional issues.
• Ensure accuracy of learner records.
• Ensure resource guides and training materials are maintained and accurate.
• Ensure professional development occurs for the team.
• Hire, onboard, train, and evaluate current and future staff members.
• Relay pertinent information to college personnel as needed while respecting confidentiality of students.

• Hire, onboard, train, and evaluate team members.

• Perform other related duties as assigned that support the objective of the position.

Knowledge, Skills, and Abilities

• Knowledge of Title 5 and California Education Code.
• Commitment to working successfully with a diverse learner population in an online environment.
• Have an equity-minded focus and understanding of the diverse academic,
• socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic
• backgrounds of community college students, including those with physical or learning disabilities as it relates to differences in learning styles; and successfully foster and support an inclusive educational and employment environment
• Ability to work collaboratively with diverse faculty, staff and administration across the college to meet the needs of learners in an online environment
• Communicate effectively both orally and in writing
• Ability to be a self reflective practitioner and commitment to improving practice through appropriate professional development
• Demonstrated commitment to improving outcomes for all learners, particularly disproportionately impacted populations
• Proficiency in the use of a variety of computer software and technology related to
• student and other educational services
• Passionate about mentorship and developing personal development in a team
• Ability to manage a remote team
• Strong presentation skills
• Experience working with cross-functional teams for successful student/customer outcomes
• Ability to establish and maintain collaborative and supportive working relationships with students, staff, and others contacted in the course of work
• Ability to work in a fast-paced environment, quickly adapt to changes, prioritize projects, and communicate clearly to team members impacted by any changes

• Demonstrate understanding of, sensitivity to, and respect for the diverse academic, socio-economic, ethnic, religious, and cultural backgrounds, disability, and sexual orientation of community college students, staff and faculty.

Minimum Qualifications

• Associates degree and two (2) years of experience or over two (2) years experience working in student services, student persistence and completion, customer relations, or similar programs

Desired Qualifications

• Experience working in a remote environment.
• Experience Managing and supervising staff and/or processes.
• Experience in enrollment, student persistence, admissions and records, and/or other student services environments.

• Experience leading a team within student services.

Working Conditions and Travel

• Calbright College is a statewide online college where all instruction and support are done via various online technologies both in person and remotely. Calbright College has administrative offices in Sacramento available for use. When working remotely, employees should be able and willing to use digital communication tools as used by the college, and have the ability to work on a computer for extended periods of time.
• Regular attendance is considered an essential job function; the inability to meet attendance requirements may preclude the employee from retaining employment.
• The person holding this position is considered a mandated reporter under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in Calbright College policies, procedures, and Title IX.
• Calbright College celebrates all forms of diversity and is deeply committed to fostering an inclusive environment within which students, staff, administrators, and faculty thrive. Individuals interested in advancing Calbright College’s strategic diversity goals are strongly encouraged to apply. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose.
• Requires the ability to function in a remote online instructional environment performing work of primarily a sedentary nature. Requires the ability to use hearing and speech to make presentations to groups and carry on conversations over the phone and in-person. Requires speaking skills to communicate with staff and students in one-on-one and small group settings, on the phone, and to distinguish sound prompts from various types of equipment. Requires near visual acuity to read printed materials and computer screens. Requires sufficient hand/arm/finger dexterity to retrieve work materials, operate a personal computer keyboard, and operate standard office equipment. Requires the ability to lift and/or move up to 25 pounds.
• Work is performed indoors where minimal safety considerations exist.

Equal Employment Opportunity

Calbright College provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, veteran status, disability or genetics. In addition to federal law requirements, Calbright College complies with applicable state and local laws governing nondiscrimination in employment.

Who We Are

Calbright College is one of California’s newest community colleges – the first statewide, online campus designed to bridge the gap between employers with unfilled positions and students who don’t have either the time or money to attend a traditional school. Our mission is to increase economic mobility and close equity gaps for working adults who lack easy access to traditional forms of higher education by offering online, flexible, affordable skills-based programs that provide tangible economic value for both working adults and hiring managers.