[civsa] Admissions Rep Centers

[Campus Tours]

Hi Kaitlin,

I know this a late response, but here is my attempt at your questions.

Our Admission's Office is located in  the "Admission's Building" which is really a One-Stop-Shop for all prospective and current GGC students. Our front desk, is staffed by both full-time staff and work study students. The front desk staff not only assist students with all areas of enrollment management. As it pertains to the Admission side, they accept documents as well as attempt to answer any general questions. If a  prospective student wishes to speak to a counselor, they will sit with whichever counselor is in the office at that time. During peak recruitment seasons, there are times when there are no admission counselors are in the office, and the student will then speak with one of the other in house recruitment staff members (myself or one of our Assistant Directors).

Scheduling - There is no set schedule. It is whoever is in the office at a given time. There is always someone in the office (counselors or in house recruitment staff).

Communication

*         Phone calls - We added a call center to our  team, 2-3 years ago, which has been a life changer. The call center is staffed by full-time staff and a few work-study students during regular business hours 8-5. The call center answers all enrollment management calls. If they are unable to resolve the issue, they are able to submit a call ticket (Parature Customer Service) which is then reviewed by a counselor.

*         Emails - Myself and 2 other admission counselors currently monitor the Admission's Inbox.

*         Walk-ins - We operate on a true walk-in system, during regular business hours (8-5). Students may make an appointment directly with a counselor based on their schedule as well.

Hope this helps. Please feel free to contact me directly if you have any additional questions.

Dena-Kay Spence
Campus Tour Coordinator
Georgia Gwinnett College
D-1201
678-407-5344 (office)
404-989-8987 (cell)
www.ggc.edu<http://www.ggc.edu/>

From: listserv [mailto:listserv-bounces at civsa.org] On Behalf Of Kaitlin Vance
Sent: Thursday, March 31, 2016 4:04 PM
To: listserv at civsa.org
Subject: [civsa] Admissions Rep Centers

Hi CIVSA!

I'm an avid reader of these posts, but this is my first email!

I'm looking to get some ideas in redoing our Admissions Rep Center.  Currently, it's where we service our walk-ins and callers with admissions questions varying anywhere from "tell me about the school" to "why deny's" to scholarship questions to "what classes should I take?"

I was wondering, especially from the large public university members on this list:

*         How do you staff your version of the Admissions Rep Center - with administrative assistants?  Admissions counselors?  Students?

o   If it's with admissions counselors, how do you decide who to schedule for what days?  Do you have them sign up based on availability for a certain number of shifts for the semester?

*         Who takes the call when someone first dials your school?  Currently we have our student ambassadors take a message and enter it into a call log for the counselors to access in order of who called first.

*         Are you using any special type of computer program to help with communication between students and counselors, or callers and counselors?

o   Are you also using an online chat feature?

*         What are your hours that you service walk-ins and calls?  What are your building hours?

*         Do you have any of your constituents make appointments to see counselors, or is it a true "walk in and speak with someone" set up?

*         What are the strengths/weaknesses you see with your current setup?

*         Are there any unique features to your Admissions Center (i.e. viewpoint, statue, tech features, etc.)?

Thank you all so much for your help!

All the best,
Kaitlin

Kaitlin Vance
Admissions Counselor - Campus Programs
Undergraduate Admissions
Rutgers, The State University of New Jersey
Telephone:  (848) 445-8252
Email:  kvance at admissions.rutgers.edu<mailto:kvance at admissions.rutgers.edu>
Admissions Website:  www.admissions.rutgers.edu<http://www.admissions.rutgers.edu/>
Facebook<https://www.facebook.com/#!/kaitlin.rutgers>. Twitter<https://twitter.com/KaitlinRutgers>. Instagram<http://instagram.com/kaitlin_rutgers>. Pinterest<http://www.pinterest.com/apply2rutgers/>. YouTube<https://www.youtube.com/user/RutgersAdmissions>.
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