Admissions Contact Center Specialist

Position Summary
The Admissions Contact Center Specialist supports university-wide enrollment efforts by executing inbound and outbound contact center activities for prospective student applications and requests for information. This role is responsible for engaging prospective students through
calls, text messages, email, and live chat; scheduling admissions interviews with Enrollment Advisors; confirming appointments; and supporting no-show recovery activities. This position manages assigned leads in Salesforce and is accountable for achieving expected call cadence, speed-to-lead, contact, appointment-setting, and appointment-show benchmarks.

• Essential Responsibilities
•  Work assigned prospective student leads, applications, and requests for information through a defined communication cadence using phone, text, email, and live chat.
• Respond promptly to inbound inquiries and conduct timely outbound outreach to maximize engagement time and speed-to-lead performance.
• Schedule admissions interviews with Enrollment Advisors and ensure appointments are accurately documented, confirmed, and prepared for handoff.
• Conduct appointment confirmation activities, including reminder calls, texts, and emails, to support appointment show rates.
• Complete appointment no-show follow-up activities to re-engage prospective students and reschedule admissions interviews when appropriate.
• Use approved scripts, messaging, and engagement standards to provide consistent, compliant, and student-centered communication.
• Identify impression of Hallmark University while keeping the student’s best interest as the priority.
• Accurately document all inbound and outbound activity, lead status updates,
  communication outcomes, appointment details, and next steps in Salesforce.
• Maintain assigned lead database hygiene by updating records, dispositions, duplicate information, and follow-up tasks in a timely manner.
• Meet or exceed established productivity and performance expectations, including call activity level, engagement time, contact rates, appointment set rates, appointment show rates, and adherence to assigned call cadence.
• Collaborate with Enrollment Advisors and Admissions leadership to ensure prospective students receive timely, accurate, and professional support throughout the inquiry-to appointment process.
• Support a fast-paced, team-oriented contact center environment with professionalism,urgency, and attention to detail.
• Maintain accurate follow-up task management and prioritize daily work based on lead stage, inquiry timing, appointment status, and business need.
• Communicate effectively with staff, faculty, Enrollment Advisors, and prospective students.
• Participate in training, coaching, and quality assurance activities to strengthen communication effectiveness, Salesforce usage, and benchmark achievement.
• Assist with special Admissions initiatives, campaigns, and student engagement projects
  as assigned
• Additional responsibility as assigned.

Knowledge/Skills/Abilities

• Exceptional telephone, written, and digital communication skills, including professional use of text, email, and live chat.
• Strong customer service orientation with the ability to build rapport, create excitement, and support prospective students through the next step in the admissions process.
• Ability to execute high-volume outreach while maintaining accuracy, urgency, and professionalism.
• Working knowledge of CRM systems; Salesforce experience preferred.
• Ability to multitask, prioritize follow-up activities, and remain organized in a fast paced, metric-driven environment.
• High level of motivation, accountability, and commitment to student success and the Hallmark University mission.
• Commitment to business ethics, compliance, confidentiality, and applicable regulatory requirements.
• Proficiency in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.

Required Qualifications

• High school diploma or equivalent.
• Excellent attendance and reliability.
• Excellent customer service skills.
• Ability to work afternoons, evenings, and occasional Saturdays as business needs require.
• Ability to meet defined contact center productivity and quality expectations

Preferred Qualifications

• Associate degree from an accredited college or university.
• Prior call center, customer engagement, sales, admissions, or related experience.
• Experience using Salesforce or another CRM platform

Professional/Public Activities

• Continuing professional development
• Attend informational webinars and potential conferences.
• Mandatory Participation in the Hallmark Character Program: All employees are required to actively engage in this program to embody and promote our core values.

Benefits

• Comprehensive medical, dental, and vision insurance
•  401(k) retirement plan Generous paid time off (PTO) and company-paid holidays
• Educational incentives, including tuition assistance and support for professional certifications Ongoing professional development and training opportunities
• Career growth and advancement opportunities Supportive and collaborative work environment