Admissions Communications Counselor

SupportFinity™; San Jose (CA); On-site; USD 56,726 - 80,664; Full time

Job summary

San José State University seeks an Admission Communication Counselor to support the full communication cycle from pre‑application through enrollment. You will be a key contact for prospective and admitted students and their families, offering accurate information via phone, email, chat, social media, and other channels while navigating CSU and SJSU policies.

Responsibilities include explaining the CalStateApply process, assisting with enrollment steps, verifying documents, and coordinating with

Qualifications

• Graduation from a four-year college or university in one of the behavioral sciences, public or business administration or a job-related field.
• Two (2) years of professional experience in one of the student services program areas or in a related field; a master’s degree in a job-related field may be substituted for one year of professional 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

Public relations

Multi-tasking

Customer service

Education

Bachelor's degree

Tools

PeopleSoft

Technology 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 with a variety of internal partners from Academic and Student Affairs to the Office of the President, communicating effectively and professionally
• Excellent oral and written communication skills
• Strong customer service and public relations skills
• Knowledge of methods, procedures, practices and activities of the program area
• Ability to interpret and apply program rules and regulations
• Rapid acquisition of general knowledge of campus operations, functions and programs
• Identify conflicts, solve problems and resolve student concerns efficiently
• Knowledge of English grammar, business writing, punctuation and spelling
• Collect, compile, analyze and evaluate data; make verbal or written presentations based on these data
• Advise students individually and in groups on routine matters where required
• Recognize multicultural, multi‑gendered, and multi‑aged value systems and work accordingly
• Knowledge of technology and software applications such as word processing, spreadsheet, database management, and communication tools
• Advise students individually and in groups on complex student‑related matters; determine appropriate courses of action and proper techniques to utilize while engaged with individuals in personal interactions
• 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
• Working knowledge of document types such as transcripts, forms, and test scores
• Quickly learn and adapt to new policies and procedures; consistently and accurately communicate those changes out to students, families and campus constituents using a variety of media
• Communicate with constituents in a professional and respectful manner

Required Qualifications

• Graduation from a four‑year college or university in one of the behavioral sciences, public or business administration or a job‑related field
• Two (2) years of professional experience in one of the student services program areas or in a related field; a master’s degree in a job‑related field may be substituted for one year of professional experience

Preferred Qualifications

• Bachelor’s Degree
• Two (2+) years working in a student services position
• Experience working with students, providing education advising and counseling services
• Knowledge of applicable University policies, procedures, and experience in an educational environment in either Admissions or Records, or a demonstrated ability to learn
• Ability to analyze and interpret documents and requirements, and be able to disseminate information to other staff
• Excellent written and oral communication skills
• Knowledge of PeopleSoft or a demonstrated 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 your base salary. For more information on programs available, please see the Employee Benefits Summary.

Background Check

Satisfactory completion of a background check (including a criminal records check) is required for employment. SJSU will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was offered the position on a contingent basis.

The standard background check includes: criminal check, employment and education verification. Depending on the position, a motor vehicle and/or credit check may be required. All background checks are conducted through the university’s third‑party vendor, Accurate Background. Some positions may also require fingerprinting. SJSU will pay all costs associated with this procedure. Evidence of required degree(s) or certification(s) will be required at time of hire.

Vaccination Policy

The CSU strongly recommends that all individuals who access any in‑person program or activity (on‑ or off‑campus) operated or controlled by the University follow COVID‑19 vaccine recommendations adopted by the U.S. Centers for Disease Control and Prevention and the California Department of Public Health, and comply with other safety measures established by each campus. The system wide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to [e-mail].

Equal Employment Opportunity 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.