Admissions Communications Counselor

San José State University; San Jose (CA); On-site; USD 56,726 - 80,664; Full time

Job summary

San José State University is seeking an Admission Communication Counselor to guide prospective and admitted students through the application and enrollment process. You will provide accurate information via phone, email, chat, and social platforms while maintaining expert knowledge of CSU and SJSU admission policies.

You will collaborate with Enrollment Management and other campus departments, review documents for eligibility, and help students navigate MySJSU accounts and status updates.

Qualifications

• Graduate from a four‑year college or university in behavioral sciences, public or business administration, or a related field.
• Two (2) years of professional experience in a student services program area; a master’s degree may substitute one year of experience.

Responsibilities

• Provide timely and accurate information to students and families regarding recruitment, application, admission, and enrollment processes.
• Explain the CalStateApply application process and MySJSU account requirements.
• Communicate with students through phone, email, live chat, Chatbot, social media, and other platforms.
• Review and verify submitted documents to determine admission eligibility.
• Interpret and apply CSU, Chancellor’s Office, federal, and campus admission policies.
• Assist students in resolving concerns related to application or admission status.
• Troubleshoot MySJSU student account issues.
• Collaborate with Enrollment Management, Graduate Admissions, and other campus departments to address student inquiries.
• Document communication workflows and maintain accurate records.
• Participate in departmental meetings and ongoing training related to policy and process updates.

Skills

Oral communication

Written communication

Customer service

Public relations

Data analysis

Tech literacy

Problem solving

Multicultural awareness

Stakeholder collaboration

Document management

AI awareness

Education

Bachelor's degree

Tools

PeopleSoft

CRM systems

Job description

Job Summary

Reporting to the Associate Director of Enrollment Management Communication, the Admission Communication Counselor supports the full communication cycle from pre‑application through enrollment. This role serves as a key point of contact for prospective and admitted students and their families, providing accurate and timely information via phone, email, chat, social media, and other communication technologies. The incumbent maintains expert knowledge of CSU and SJSU admission policies and processes and helps guide students through application, admission, and enrollment steps.

Key Responsibilities

• Provide timely and accurate information to students and families regarding recruitment, application, admission, and enrollment processes.
• Explain the CalStateApply application process and MySJSU account requirements.
• Communicate with students through phone, email, live chat, Chatbot, social media, and other platforms.
• Review and verify submitted documents to determine admission eligibility.
• Interpret and apply CSU, Chancellor’s Office, federal, and campus admission policies.
• Assist students in resolving concerns related to application or admission status.
• Troubleshoot MySJSU student account issues.
• Collaborate with Enrollment Management, Graduate Admissions, and other campus departments to address student inquiries.
• Document communication workflows and maintain accurate records.
• Participate in departmental meetings and ongoing training related to policy and process updates.

Knowledge, Skills & Abilities

• Interact effectively and professionally with a variety of internal partners from Academic and Student Affairs to the Office of the President.
• Possess excellent oral and written communication skills.
• Possess excellent customer service and public relations skills.
• Have knowledge of methods, procedures, practices and activities of the program area.
• Interpret and apply program rules and regulations.
• Rapidly acquire a general knowledge of the overall operation, functions and programs of the campus.
• Identify conflict, problem‑solve, and resolve student problems and concerns efficiently.
• Know English grammar, business writing, punctuation and spelling.
• Collect, compile, analyze, and evaluate data and present findings verbally or in writing.
• Advise students individually and in groups on routine matters.
• Recognize multicultural, multi‑gendered, and multi‑aged value systems and work accordingly.
• Use technology and software applications such as word processing, spreadsheets, database management, and communication tools.
• Advise students on complex student‑related matters; determine appropriate courses of action and proper techniques.
• Recognize patterns in student inquiries and communicate those patterns to management.
• Prioritize inquiries across media to address time‑sensitive concerns with greater urgency.
• Identify and resolve student concerns with enrollment processes and procedures.
• Possess working knowledge of document types such as transcripts, forms, and test scores.
• Communicate with constituents in a professional and respectful manner.
• Be aware of emerging technologies, including artificial intelligence, and develop skills for responsible and ethical use in a higher education environment.

Required Qualifications

• Graduate from a four‑year college or university in behavioral sciences, public or business administration, or a related field.
• Two (2) years of professional experience in a student services program area or related field; a master’s degree may substitute one year of experience.

Preferred Qualifications

• Bachelor’s Degree.
• Two (2+) years working in a student services position.
• Experience providing educational advising and counseling services to students.
• Knowledge of applicable university policies, procedures, and experience in an admissions or records environment, or a demonstrated ability to learn.
• Ability to analyze and interpret documents and requirements, and disseminate the information to other staff.
• Excellent written and oral communication skills.
• Knowledge of PeopleSoft or ability to learn or be trained in a broad range of technology systems.

Compensation

Classification: Student Services Professional II

Anticipated Hiring Range: $5,083/month

CSU Salary Range: $5,083/month - $7,228/month

San José State University offers employees a comprehensive benefits package typically worth 30-35% of the base salary. For more information on programs available, please see the Employee Benefits Summary.

Equal Employment Statement

San José State University is an equal opportunity employer. The university prohibits discrimination based on age, ancestry, caste, color, disability, ethnicity, gender, gender expression, gender identity, genetic information, marital status, medical condition, military status, nationality, race, religion, religious creed, sex, sexual orientation, sex stereotype, and veteran status. This policy applies to all San José State University students, faculty, and staff, as well as university programs and activities. Title IX of the Education Amendments of 1972, and certain other federal and state laws, prohibit discrimination on the basis of sex in all education programs and activities operated by the university (both on and off campus). Reasonable accommodation is made for applicants with disabilities who self‑disclose. San José State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.