About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.

Job Summary

The Assistant Director - Admissions Customer Service and Outreach supervises the Undergraduate Admissions customer service team, oversees the walk-in counseling center and call center for Undergraduate Admissions and shares responsibility for all Undergraduate Admissions incoming and outgoing phone, email, and in-person communications. This role provides exemplary customer service and counseling to current and prospective students and families, high school counselors, community-based organizations, and other constituent groups in person, via phone, and via email. The person working in this position provides training, updates, and ongoing professional development for Enrollment Management Customer Relations (EM-CR) staff and student staff. 

Essential Functions

• Provides information about Undergraduate Admissions to current and prospective students and families, University staff, and other parties. Acts as a subject matter expert in the admissions application process, including requirements, deadlines, and general information about schools and colleges. Counsels students and families in person, via telephone, and email. Directly addresses elevated customer service needs.
• Manages the Undergraduate Admissions call center, including staffing, training, scheduling, and productivity reports.
• Recruits, hires, trains, and supervises student staff members working in the Admissions customer service center.
• Identifies the needs for customer service training; creates and delivers multimodal training materials for EM-CR team and student staff.
• Serves as Undergraduate Admissions “counselor on call” and coordinates support for Undergraduate Admissions customer service team and the counselor on call program.
• Represents the admissions customer service unit at team meetings, training sessions, and update sessions held by freshman, transfer, and international admissions teams as needed. Acts as liaison between Admissions units; delivers training and updates from other units to Admissions customer service unit. Attends trainings, conferences, presentations, and webinars pertaining to Undergraduate Admissions and share relevant information with the EM-CR team.
• Collaborates on Undergraduate Admissions marketing and media efforts to provide “student voice” for publications and marketing efforts.
• Provides assistance to Financial Aid Service customer service team during peak volume times.

Other Functions

• Contributes to a positive and respectful workplace defined by personal and professional competence, integrity, and collaboration.
• Understands and contributes to implementation of departmental and institutional goals for achieving non-discrimination and creating a respectful, inclusive environment that is supportive of diversity.
• Read first-year and transfer applications (domestic and international) to determine admissions eligibility by evaluating academic and non-academic credentials based on MBHE criteria, evaluating the differences among secondary schools, etc. Makes admission decisions on applicants who clearly meet university admission criteria and applicants who clearly do not meet admission criteria. Analyze, make recommendations, and participate in the decision-making process on candidates whose applications need further review.
• Performs other duties as assigned or required to meet Department, Executive Area/Division, and University goals and objectives.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• Bachelor’s degree.
• Two years of experience in higher or secondary education.
• Experience in customer service, counseling, and/or mediation.
• Ability to manage staff.
• Exceptional customer service and organizational skills.
• Excellent interpersonal skills, including the ability to communicate effectively orally and in writing with high school students, their families and college counselors in a variety of settings, to speak and write clearly and persuasively and to interact with people from diverse backgrounds. Must be sensitive to multicultural and socioeconomic issues.
• Outstanding presentation skills; comfortable with public speaking.
• Ability to work independently.
• Understanding of Undergraduate Admissions processes, deadlines, and procedures. Ability to read and analyze applications, high school transcripts, recommendations, etc.
• Willingness to work outside of established work schedule as needed.
• Commitment to culture of non-discrimination and promotion of a diverse student body and staff. Ability to work collaboratively with a diverse group of clients and coworkers.

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• Multilingual ability, fluency in Spanish preferred.
• Experience in educational counseling and/or educational finance.
• Financial aid experience and expertise including a working knowledge of federal and state regulations.
• Undergraduate admissions experience.
• Understanding of student billing systems and student financial wellness.
• Experience working with confidential and sensitive data; experience using discretion and understand privacy laws (e.g. FERPA).
• Experience working in PeopleSoft integrated student information system and/or SLATE.

Physical Demands/Working Conditions

• Typical office environment activity.

Work Schedule

• Monday - Friday, 8:30am–5:00pm (37.5 hours/week).
• Required to work occasional evenings and weekends, as needed.
• This position has the opportunity for a hybrid work schedule, which is defined by the University as an arrangement where an employee’s work is regularly performed at a location other than the campus workspace for a portion of the week. As this position falls within the Professional Staff Union, it is subject to the terms and conditions of the Professional Staff Union collective bargaining agreement.

Salary Information

Level 26

PSU Hiring Ranges

Special Instructions to Applicants

Along with the application, please submit a resume and cover letter. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references. 

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University.  To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans.  It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.