CRM Operations Support Coordinator, Admissions Office

Pay Grade: 28N Context of Job:  The CRM Operations Support Coordinator supports the day-to-day operation and effective use of the admissions Customer Relationship Management (CRM) system, Slate. Reporting to the Assistant Director, the Manager assists in implementing CRM processes, workflows, and communications that support unit goals and objectives.

The incumbent serves the mission of the University of Delaware by working collaboratively with Undergraduate Admissions staff and campus partners to support student recruitment, outreach, admissions, and enrollment activities through the effective execution and maintenance of the University’s CRM tools. Major Responsibilities:

• Support the implementation of business processes, training, and operational workflows within the CRM (Slate) to assist admissions and recruitment processes and promote efficiency.
• Assist with system troubleshooting and routine maintenance, including user access updates, forms, events, rules, fields, and portals, to support the ongoing functioning of admissions processes.
• Coordinate and execute annual and ongoing updates related to application management, including workflows, decision letters, populations, queries, reports, and electronic communications, under the direction of the Assistant Director.
• Maintain and update end-user training materials and documentation for admissions staff and campus partners; provide training support as needed.
• Review first-year and transfer applications for undergraduate admission in accordance with established policies and procedures.
• Participate in presentations and outreach efforts for prospective and admitted students and support ongoing communication throughout the admissions process.
• Perform other job-related duties as assigned.

Qualifications:

• High school degree or GED and four years of related experience, or equivalent combination of education and experience.
• Experience in software development, processing, or related fields.
• Experience with Customer Relations Management (CRM) software.
• Effective writing, editing, oral communication, project management and organizational skills.
• Ability to work in a fast-paced environment to meet aggressive deadlines.
• Familiar with HTML, Microsoft Office, presentation and content management tools (e.g., Adobe and PowerPoint).
• Ability to present effectively to small and large groups.
• Effective interpersonal skills and ability to work effectively with a wide range of constituencies in a diverse community required.
• Knowledge of student recruitment, retention issues and admissions standards.
• Ability to multitask, to work independently, and to work as a team member to achieve common goals.
• Ability to exercise sound judgment independently.
• Experience in a college admissions office is preferred.
  
  

Special Requirements:

• Valid driver's license and regular access to private reliable means of transportation required.