Job Profile:
Student Support Specialist 2Job Family:
Student Support ServicesTime Type:
Full timeMax Pay – Depends on experience:
$51,000.00 USD AnnualApply before 11:59 PM Arizona time the day before the posted End Date.
Minimum Qualifications:
Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.Job Description:
Position Salary: $51,000 per year
At Arizona State University, we measure ourselves not by whom we exclude, but rather by whom we include and how they succeed. In Admission Services, we are passionate about helping students find their right university fit and working together as a team to achieve our enrollment goals. If you are solution-oriented, love helping people, believe in the transformative power of higher education and enjoy working in a fast-paced environment, then you will thrive in Admission Services.
Under administrative direction, performs work of considerable difficulty in coordinating and directing the activities and functions of a project or program. Independently ensures that the goals and objectives of the project or program are accomplished in accordance with priorities, time limitations, funding limitations or other specifications.
Essential Duties:
Manages and oversees on-campus daily operations of the Admission Services front window experience and in-person customer service.
The Admission Services front window hours of operation are 8 a.m. to 5 p.m., Monday through Friday, and observes university closures.
Serve as the primary point of contact at the front window, delivering a warm, professional, and solutions‑oriented experience for all visitors.
Manage a fast‑paced environment with shifting demands while maintaining accuracy and composure.
Utilize strong de‑escalation skills to navigate challenging conversations and resolve conflicts with empathy and clarity.
Assess complex or sensitive cases, gather necessary information, and determine appropriate next steps using available resources.
Collaborate with internal teams to ensure seamless handoffs and coordinated support for customers.
Stay informed on policies, procedures, and resources to provide accurate guidance and consistent service.
Uphold confidentiality and handle sensitive information with discretion and professionalism.
Supervises a small team of student workers.
Manages and trains staff and students on the Admission Services front window knowledge that includes, but not limited to: ASU admission policies and procedures, necessary technology systems to support engagement with prospective students and families, along with coaching and mentoring skills and behaviors in providing excellent customer service based on the AEE values.
Develops strong relationships with prospective students and their family members, counsels and confers with students interpreting and providing program procedures, policies, goals and objectives through phone contact, a variety of electronic media, and face-to-face meetings to ensure a seamless transition to university.
Utilizes PeopleSoft and ASU online information systems to monitor and accurately inform prospective students.
Utilizes CRM to record phone interactions, correspondence, monitoring and follow up of prospective student information in a timely manner.
Effectively integrates enrollment strategies and action items through meaningful and productive interactions with students.
Provides assistance with various student visit programs and events including on and off campus functions.
Ensures appropriate levels of productivity are maintained by managing CRM data, reporting to the Associate Director of International Recruitment to improve processes and procedures.
Maintains and updates databases and spreadsheets, conducts database queries using PeopleSoft Campus Solutions, Salesforce or other software programs.
Develops and maintains various procedural manuals and training materials.
Serves as a liaison between recruitment and applicant services teams across campuses for departmental procedures/policies and front window assistance.
Liaison between Admission Services and other Academic Enterprise Enrollment departments; along with the Dean of Students and others located in the Tempe Student Services building
Participates in general recruitment team meetings in support of gaining insight to provide exceptional customer service in-person, over the phone and through email.
Perform other duties as assigned.
When requested, travels domestically or internationally and performs some or all of the previously listed tasks during those trips.
Desired Qualifications:
Evidence of being bilingual in English and a second language is preferred.
Experience with student recruitment and admission practices.
Experience in the principles and practices related to academic advising, recruitment/retention, and/or other student support functions.
Experience in developing and maintaining productive working relationships.
Experience in using organizational and time management skills.
Knowledge of the appropriate handling and management of confidential, proprietary and privileged documents and information.
Knowledge of University policies and procedures.
Ability to manage multiple high priority activities requiring considerable coordination and follow through to meet requirements.
Working Environment:
Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding and manipulating a computer mouse.
Frequently required to stand for varying lengths of time and walk moderate distances to perform work.
Frequent bending, reaching, lifting, pushing and pulling up to 25 pounds.
Regular activities require ability to quickly change priorities which may include and/or are subject to resolution of conflicts.
Communicate to perform essential functions.
Occasional travel, involving operation of a motor vehicle.
Regular use of standard office equipment including, but not limited to: computer workstation/laptop (keyboard, monitor, mouse), printer, fax, calculator, copier, telephone and associated computer/technology peripherals.
This position receives regular review of objectives.
Occasional evenings and weekends are expected.
This position is not eligible for full remote or hybrid due to the front desk responsibilities.
Department Statement:
In support of the university’s mission and goals, Academic Enterprise Enrollment advances awareness of Arizona State University as the New American University through data-informed strategies that enroll and support a student population reflective of its vision across campus and digital immersion environments. AEE brings professionalism and discipline to the formulation of enrollment strategy and the refinement of enrollment processes, and is an effective collaborator with our college and school colleagues and other enrollment partners within the Academic Enterprise, the Knowledge Enterprise, the Learning Enterprise and EdPlus. AEE comprises the following units: Academic Enterprise Communications; Academic Enterprise Enrollment Solutions; Admission Services; Financial Aid and Scholarship Services; the International Students and Scholars Center; the Pat Tillman Veterans Center; Technology and Data Solutions; and University Registrar Services.
Academic Enterprise Enrollment core values:
Make the human connection: We commit to listen, offer empathy and show compassion.
Drive success with teamwork: We solve problems with collaboration and creativity.
Promote a thriving community: We recognize work-life balance and embrace our individual differences.
Go above and beyond: We share our time, talents and expertise to make an impact in all that we do.
See the extraordinary through our efforts: We support those who are pursuing their dreams.
Lead with respect and positive intent in every situation: We communicate openly, genuinely and with transparency.
ASU offers an array of employee benefits, including reduced tuition for employees, their spouses and dependents; competitive rates for health and life benefits; a wellness program; disability and leave program; paid holidays; and retirement programs. Visit https://cfo.asu.edu/hr-benefits for further details, as well as