Job Description

Essential Duties and Responsibilities include the following.

  • Maintains professional demeanor with all internal and external stakeholders, communicating appropriately with all parties

  • Adheres to established compliance guidelines

  • Demonstrates ethical decision-making and critical thinking skills in all interactions

  • Answers inquiries from prospects via the telephone in a timely manner, informing them about the University and its programs

  • Represents GCU as a skilled communicator, familiar with higher education and ensures prospective students receive information needed for them to being their evaluation of GCU and its programs.

  • Shares knowledge of University process and procedure to gauge their interest.

  • Stays up to date on policy and procedural changes, incorporating those changes into daily operations as established by the University’s Employee Development department and Management

  • Determines if the University has a program that will meet the prospect’s needs by listening, probing, recognizing and considering the needs of the prospect and GCU’s degrees

  • Appropriately directs prospects to a program that will meet the prospect’s needs and answers any questions they may have about program requirements, transfer credits, admission guidelines, etc. and transfers highly interested prospects to appropriate team member to begin enrollment process.

  • Is knowledgeable of and communicates GCU’s values, benefits and differentiating features to prospects in a professional and academically-oriented manner

  • Accurately shares university expectations to ensure the long-term success of enrolled students

  • Serves as a member of a graduation team, which includes finance counseling, academic counseling and admissions representatives

  • Communicates and strategizes with graduation teammates to make sure student needs are met and addressed in a timely manner

  • Achieves daily, weekly and monthly goals, as defined by supervisor and department objectives.

  • Other duties as assigned.

Supervisory Responsibilities: None.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

  • Integrity and Ethics - Consistently demonstrates integrity and ethical behavior in all transactions and relationships; Adheres to the regulatory and legal environment of higher education; Is openly accountable for actions, decisions and outcomes.

  • Student-oriented - Interacts cooperatively and constructively with all constituents; Exhibits the highest standards of dedication and commitment to quality service to meet or exceed student requirements; Consistently conveys a positive attitude toward constituents.

  • Communication - Demonstrates effective verbal and written communication; Communicates vertically and horizontally throughout the organization; Listens to others to ensure understanding; Contributes meaningful information during meetings.

  • Action-Oriented - Relates expectations to overall mission and vision of GCU; Displays and encourages a sense of commitment to meeting deadlines and achieving results; Devotes resources to "what is important now"; Consistently drives for results and meets deadlines.

  • Self-Leadership - Assumes responsibility for understanding the business and the individual and departmental roles in supporting the business; takes responsibility for actions of self; Gains respect of others while respecting others and treating everyone fairly; Demonstrates commitment to continuous improvement of quality, processes, self and others; Effectively copes with change and is comfortable working with uncertainty.

  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

  • Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

  • Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.

QUALIFICATIONS: The requirements listed below are representative of the knowledge, skills, and/or abilities required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills and Abilities:

*  Exemplary communication skills, including verbal and  written.

  • Excellent interpersonal and presentation skills with strong constituency building skill.

  • Action and results oriented, self-starter, self directed and self motivated with an entrepreneurial quality; ability to work independently.

  • Research and lead generation building skills with effective follow-up.

  • Must be a strong player with excellent planning and organizational skills in order to meet or exceed enrollment projections and expectations.

  • Knowledge of higher-learning environments and programs.

  • Computer/office software proficiency including MS Office Suite.

Education and/or Experience:

  • Prefer experience in higher education and/or a learning environment which involved daily interaction with students or other call center environment with high volume.

  • Associate’s Degree preferred.

  • A combination of similar education and work experience may be substituted with prior approval.

PHYSICAL DEMANDS/ENVIRONMENT: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.

The following physical demands are estimated by the amount of time spent. Usually, the amount of time spent will be estimated on a daily basis, but depending on the position could be estimated on a weekly basis or a monthly basis.

Constantly: 60%+ or 5-8 hrs/shift Occasionally: 10%-25% or 1-2 hrs/shift

Frequently: 25%-60% or 4-5 hrs/shift Rarely: less than 10% or less than 2 hrs/shift

  • Work can be characterized as more than 50% sedentary while sourcing leads, developing appointments, and following up with prospective student call ins.

  • Constantly requires the ability to communicate in order to persuade or influence; to relay complex information which may be accomplished through electronic primarily through the telephone although video conferencing, and web meeting may be available.

  • Work frequently requires the ability to use a personal computer and/or similar machine and related software which includes using a QWERTY keyboard requiring use of hands, fingers, forearms, shoulders and neck.

  • Work frequently requires the ability to view, interpret, compare and assess information presented on a computer monitor or similar display.

  • Frequently involves active listening in order to assess and understand and decode information from customers, prospects and staff in order to act quickly.

  • Frequently involves reading documents or material distributed and received by electronic means, via text or IM.

  • Constantly requires mental acuity and critical thinking for planning, organizing, assessing information; multi-tasking; use judgment; formulate recommendations; and problem solving.

  • On a daily basis, uses mental agility and acuity to interpret and analyze data and draw inferences and conclusions; and cognitive ability to assess situations to determine the best possible course of action to address students’, contacts’ or staff’s issues, concerns, schedules, disputes, customer problems, and the like.

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Application Instructions

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