Position Title: Communication Agent (PT)

Department: Office of Admissions

Date Prepared: 7/2021

FLSA Status: Hourly

Part-time

Standard of Christian Commitment

The candidate must possess a strong commitment to the mission of Southwestern Seminary and Texas Baptist College, possess a clear understanding of Southern Baptist heritage and culture, and affirm the 2000 Baptist Faith and Message in its entirety.

Southwestern Seminary is a confessional institution owned by the Southern Baptist Convention. While the Seminary serves the larger evangelical Christian community, employees must embrace the values and standards the Seminary represents as it fulfills its mission of shaping Christian leaders within our denominational context.

Since this position personally represents the Seminary to prospective students, candidates must abide by the Student Ethical Conduct Standards, our bylaws, and the 2000 Baptist Faith and Message as a condition of employment.

Job Summary:

The Communication Agent assists the Admissions Office by providing frontline support and assist to prospective students via phone call, text, and excellent customer service.

Essential Job Responsibilities

Overall

• Serve as a representative of Southwestern Seminary and Texas Baptist College and its Admissions Office

• Actively recruit students to Southwestern Seminary and Texas Baptist College

• Work towards achieving assigned territory and institutional enrollment goals

• Ability to clearly and simply articulate the value propositions of SWBTS, its degree programs, and the specific requirements for completing the application process

• Collaborate with Director of Admissions to coordinate weekly communication and campaigns designed to engage the admissions funnel

• Assist with on-campus events including, but not limited to: Preview Days, Orientation, SWBTS Graduation, etc.

• Champion prospective students and their families as they consider becoming a Southwesterner.

Communication Support

• Understand the admissions process including all degree and non-degree program types and give guidance to prospective students regarding these subjects

• Serve as the first line of contact for prospective students via inbound phone calls, emails, and texts

• Make phone calls to prospective students regarding application status, campaigns for events such as Preview Day, recruiting opportunities, etc

• Provide excellent communication and customer service to prospective students

• Serve prospective students with proper phone etiquette and a friendly and informative spirit

• Contact and assist prospective students; Encourage students to begin the application process for full time enrollment at SWBTS/Scarborough College.

• Conduct any special, non-daily activities, including but not limited to:

  • entering prospective student information into the database

  • checking the admissions email inbox

  • answering applicant questions

  • conducting call-campaigns

  • processing application materials

• Qualify leads as they move through the Admissions funnel to better assist Admissions in engaging students

Essential Job Measurables

• Complete more than 1,000+ phone calls in a calendar year.

• Respond to inbound emails within 1 working business day.

• Answer admissions phone within 1-2 rings.

• Deliver, manage, or respond to more than 2,500+ texts in a recruitment cycle

• Effectively and proactively respond to inbound communication within 1 business day

Skills / Requirements

• Must be comfortable on the phone and cold calling prospective students.

• Detail oriented and able to accurately record data

• Well-written and capable of communicating clearly and effectively via email and text

• Experience with sales, customer service, and CRM databases is preferred.

• Ability to critically think, solve problems, and provide solutions to prospective students who submit their inquiries

• Understanding of the importance of theological education and Christian higher education

• Ability to serve students and families with a high level of customer service

• Self-starter with administrative ability

• Strong interpersonal skills with an ability to be a part of a collaborative team

• Manages difficult or emotional situations; Responds promptly to customer needs; Replies to requests for service and assistance in a timely manner.

• Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control

Qualifications / Education:

• The person in this position should possess a Bachelor’s degree (completed or in process).

• English Required (Bilingual speaking abilities also desired) candidate must possess excellent verbal, written, and interpersonal skills.

• Candidate must have strong people skills with the ability to clearly communicate the mission, policies, and procedures of the Seminary/College.

• Microsoft Office, including Outlook, Excel and Word; Must have the ability to adapt to new systems such as recruiting CRM databases.

• Pay close attention to detail and coordinate various activities simultaneously, and communicate with co-workers, and business contacts in a courteous and professional manner.

Supervision:

The person in this position will report to the Director of Admissions.

Exposure to Confidential Information

• Yes

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to sit and reach with hands and arms. The employee is occasionally required to stand, kneel, crouch, climb and balance, walk and use hands to finger, handle, or feel. The employee should be capable of lifting and/or moving up to 35 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.