Job Description
Job Profile: Student Support Specialist 2 Job Family: Student Support Services Time Type: Full time Max Pay – Depends on experience: $51,000.00 USD Annual Apply before 11:59 PM Arizona time the day before the posted End Date. Minimum Qualifications: Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved. Job Profile Summary Connects students to a variety of academic, professional, and personal support services to overcome academic and non-academic barriers and enhance their skills to increase persistence and graduation rates. Job Description: Position Salary: $51,000 per year At Arizona State University, we measure ourselves not by whom we exclude, but rather by whom we include and how they succeed. In Admission Services, we are passionate about helping students find their right university fit and working together as a team to achieve our enrollment goals. If you are solution-oriented, love helping people, believe in the transformative power of higher education and enjoy working in a fast-paced environment, then you will thrive in Admission Services. Under administrative direction, performs work of considerable difficulty in coordinating and directing the activities and functions of a project or program. Independently ensures that the goals and objectives of the project or program are accomplished in accordance with priorities, time limitations, funding limitations or other specifications. Essential Duties: Manages and oversees on-campus daily operations of the Admission Services front window experience and in-person customer service. The Admission Services front window hours of operation are 8 a.m. to 5 p.m., Monday through Friday, and observes university closures. Serve as the primary point of contact at the front window, delivering a warm, professional, and solutions‑oriented experience for all visitors. Manage a fast‑paced environment with shifting demands while maintaining accuracy and composure. Utilize strong de‑escalation skills to navigate challenging conversations and resolve conflicts with empathy and clarity. Assess complex or sensitive cases, gather necessary information, and determine appropriate next steps using available resources. Collaborate with internal teams to ensure seamless handoffs and coordinated support for customers. Stay informed on policies, procedures, and resources to provide accurate guidance and consistent service. Uphold confidentiality and handle sensitive information with discretion and professionalism. Supervises a small team of student workers. Manages and trains staff and students on the Admission Services front window knowledge that includes, but not limited to: ASU admission policies and procedures, necessary technology systems to support engagement with prospective students and families, along with coaching and mentoring skills and behaviors in providing excellent customer service based on the AEE values. Develops strong relationships with prospective students and their family members, counsels and confers with students interpreting and providing program procedures, policies, goals and objectives through phone contact, a variety of electronic media, and face-to-face meetings to ensure a seamless transition to university. Utilizes PeopleSoft and ASU online information systems to monitor and accurately inform prospective students. Utilizes CRM to record phone interactions, correspondence, monitoring and follow up of prospective student information in a timely manner. Effectively integrates enrollment strategies and action items through meaningful and productive interactions with students. Provides assistance with various student visit programs and events including on and off campus functions. Ensures appropriate levels of productivity are maintained by managing CRM data, reporting to the Associate Director of International Recruitment to improve processes and procedures. Maintains and updates databases and spreadsheets, conducts database queries using PeopleSoft Campus Solutions, Salesforce or other software programs. Develops and maintains various procedural manuals and training materials. Serves as a liaison between recruitment and applicant services teams across campuses for departmental procedures/policies and front window assistance. Liaison between Admission Services and other Academic Enterprise Enrollment