Job no: 507386
Work type: Staff
Location: San José
Categories: Unit 4 - APC - Academic Professionals of California, Probationary, Full Time, Student Services
The Communications Counselor Lead performs multiple essential functions including implementation of the international applicant communication plan under the supervision of the Associate Director of Communication, EM Technical Implementation and Communication (EMTIC), and works collaboratively with other units in Enrollment Management to collect, synthesize, and deliver a variety of interdependent communication messages via the communications counselors in support of recruiting, admitting, enrolling and retaining students to the university. Collaborates directly with the College of Professional & Global Education for recruitment and yield of international applicants. Performs tasks related to the functional and technical aspects of the communication plan related to Student Recruitment, Admissions, Evaluation and Enrollment Management functions. This position provides primary leadership and knowledge regarding communication methods, such as phones, email, mass messaging, social media, and other technology such as chat sessions and virtual advising. Collaborates with Enrollment Management units and University constituents to implement shared business processes and meet deadlines.
Working under minimal supervision, the position is responsible for maintaining a high level of knowledge regarding communication systems that attract, recruit, and enroll academically qualified, culturally diverse, and socially conscious populations of undergraduate and graduate students. In particular, this position maintains expertise on processes associated with both domestic and international/non-resident admission and enrollment. As a representative for San Jose State University, this position maintains a high level of expertise in requirements, processes, and regulations to facilitate quality customer service and advising in supporting students’ decisions to apply and attend SJSU. The Communications Counselor Lead will develop and maintain accurate and transparent documentation of the communication process and workflow in order to maintain levels of productivity, quality of counseling for prospective students and information shared relative to the admission process for both domestic and international/non-resident graduate and undergraduate students.
- Provides work lead direction to a team of Student Services Professionals on the Communications Team
- Provides strategic and functional support for the implementation and maintenance of communication platforms including but not limited to CRM tools, Social Media Platforms, chatbot, MySJSU and SJSUOne
- Reviews and verifies that appropriate documents have been submitted by the student to determine the student’s admission eligibility under the various Chancellor’s Office and campus regulations and procedures.
- Investigates complaints and questions from students who raise concerns about their progress in the application or admission process to a point of resolution.
Knowledge, Skills & Abilities
- Excellent oral and written communication skills
- Ability to identify conflict, problem solve, and resolve student problems and concerns in the most efficient manner possible
- Ability to perform accurately in a detail-oriented environment
- Must plan and execute multiple work priorities, organize and plan work and projects without detailed guidance.
- Ability to carry out very complex assignments without detailed instructions.
- Ability to develop and implement procedures to ensure accurate audience identification associated with the administration of a complex communication plan.
- Ability to determine the appropriate course of action and proper techniques to utilize while engaged with individuals and groups in personal interactions of a sensitive nature.
- Ability to analyze and define complex organizational, policy or procedural problems, collect and evaluate data, draw valid conclusions and project consequences of various alternative courses of action.
- Ability to develop content for communication plan elements in collaboration with colleagues from within the department and across campus.
- Equivalent to graduation from a four-year college or university in a related field plus upper division or graduate coursework in counseling techniques, interviewing and conflict resolution where such are job related
- Four years of progressively responsible professional student services work experience which includes experience in advising students individually and in groups, and in analysis and resolution of complex student services problems. A master’s degree in Counseling, Clinical Psychology, Social Work or a job-related field may be substituted for one year of professional experience. A doctorate degree and the appropriate internship or clinical training in counseling, guidance or a job-related field may be substituted for two years of the required professional experience for positions with a major responsibility for professional, personal or career counseling.
- Master’s Degree in higher education or similar field
- 1 to 2 years of supervising or directing work flow of student staff
- Experience in training groups
Classification: Student Services Professional IV
Anticipated Hiring Range: $5,351/month - $5,850/month
Salary Range: $5,351/month - $7,633/month
San José State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary.
Click Apply Now to complete the SJSU Online Employment Application and attach the following documents:
All applicants must apply within the specified application period: December 12, 2021 through January 4, 2022. This position is open until filled; however, applications received after screening has begun will be considered at the discretion of the university.
CSU Vaccination Policy
The CSU requires faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so. Any candidates advanced in a currently open search process should be prepared to comply with this requirement as a condition of employment. The system wide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to [email protected].
Satisfactory completion of a background check (including a criminal records check) is required for employment. SJSU will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was offered the position on a contingent basis.
The standard background check includes: criminal check, employment and education verification. Depending on the position, a motor vehicle and/or credit check may be required. All background checks are conducted through the university's third party vendor, Accurate Background. Some positions may also require fingerprinting. SJSU will pay all costs associated with this procedure. Evidence of required degree(s) or certification(s) will be required at time of hire.
SJSU IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (e.g. H1-B VISAS)
All San José State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.
Equal Employment Statement
San José State University (SJSU) is an Equal Opportunity/Affirmative Action employer committed to nondiscrimination on the basis of age, ancestry, citizenship status, color, creed, disability, ethnicity, gender, genetic information, marital status, medical condition, national origin, race, religion or lack thereof, sex, sexual orientation, transgender, or protected veteran status consistent with applicable federal and state laws. This policy applies to all SJSU students, faculty and staff programs and activities. Title IX of the Education Amendments of 1972, and certain other federal and state laws, prohibit discrimination on the basis of sex in all education programs and activities operated by the university (both on and off campus).
Advertised: December 12, 2021 (9:00 AM) Pacific Standard Time
Applications close: Open until filled