Lead Outreach Representative
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Position Number: 5123144
Location: San Diego, CA
Position Type: Communications - Public Relations and Advertising

Lead Outreach Representative

Req No: 2024-16889
Category: Other
Type: Full-Time Contract
Salary: $5,546.67- $5,934.22 per month, ($66,560.04 - $71,210.64 yearly)
Close Date: 4/3/2024

Overview
The salary range for this position is $5,546.67- $5,934.22 per month, ($66,560.04 - $71,210.64 yearly) depending on qualifications and is non-negotiable.

FUNCTION OF THE UNIT

SDSU Global Campus strives to be a global leader in providing innovative education programs that transform lives locally and internationally. Our mission is to deliver innovative educational experiences to all learners through credit and non-credit academic and special programs for individuals and groups at various times, in myriad locations, and via different modalities throughout the year.

PURPOSE OF THE POSITION

Under the general direction of the Executive Director of Marketing, the Lead Outreach Representative is responsible for collaborating with the Sr. Strategic Marketing Manager to plan and execute outreach and recruitment efforts for SDSU Global Campus courses and degree programs. In this capacity, the Lead Outreach Representative is responsible for communicating strategy and analysis to the Outreach Representatives and the Marketing Department leadership. Work assignments will be of a complex level requiring team leadership, data analysis, strong written and verbal communication skills, professional and public speaking, administrative procedures, and recruitment practices with notable accountability for end results.

Responsibilities
The following information is intended to be representative of the work performed by incumbents in this position and is not all-inclusive. The omission of a specific duty or responsibility will not preclude it from the position if the work is similar, related, or a logical extension of position responsibilities. Job descriptions may be changed at any time based on the needs of the department.

Customer Service Administration - 60%

Answer and respond to phone, walk-ins, and emails related to student inquiries with current and accurate program-specific information; pro-actively communicate and follow-up with leads/inquiries; research/resolve customer/student service issues related to SDSU Global Campus programs.
Enter appropriate data into CRM and maintain timely and accurate records, contact logs, etc.
Utilize appropriate SDSU Global Campus tools including, email, phone, chat and/or SMS functionality to maximize customer service efforts and provide accurate, valid, and complete information.
Initiates outbound dialing/calling campaigns to prospective students to impact lead conversion.
Work in collaboration Sr. Strategic Marketing Manager and Outreach Lead to integrate and apply agreed-upon, streamlined processes and to help identify areas for process improvements.
Monitor lead and enrollment activity with responsibility for achieving key metrics in lead conversion process.
Guide prospective participants through their range of options, helping them select the program that will best meet their needs and capacities.
Provide regular reports of prospective student experiences to Marketing Team in the spirit of continual improvement.

Team Leadership - 20%

Provide operational updates, disseminate program-specific updates, and review processes for operational efficiency.
Assist Marketing leadership in developing, evaluating, updating and implementing policies and procedures.
In partnership with Admissions Advisor Lead coordinate staff for outreach activities.
Address day-to-day troubleshooting by team.
Collaborate with the Salesforce Administrator to develop lead flows and develop regular reporting mechanisms.

Outreach and Program Promotion - 10%

Participate in on- and off-campus outreach and recruitment activities and events.
Develop outreach communication materials to support program promotion.
Host informational table rotating through high-traffic areas of campus.
Ensure accuracy of student information in databases/CRM.
Participate in department/committee meetings to learn more about program needs, processes, and changes.
Participate in the promotion of community outreach events that highlight SDSU Global Campus.

Miscellaneous - 10%

Performs other duties as assigned which may arise from the changing and evolving nature of SDSU Global Campus.

Qualifications
Core knowledge and Abilities

A knowledge of principles and best practices in customer service.
Ability to independently handle multiple work priorities and projects and work well under pressure of frequent interruptions, program deadlines, etc.
Must have thorough knowledge of English grammar, punctuation and spelling.
Must have strong oral and written communication skills, with the ability to edit materials for clarity and syntax.
Ability to establish and maintain working relationships, interact and provide customer support to faculty, staff, students and the public.
Demonstrate a high level of cross-cultural sensitivity.

Project Specific Knowledge and Abilities

Ability to lead personnel and complete self-directed projects in a timely manner.
Ability to use initiative and resourcefulness in planning work assignments and implementing program improvements.
Ability to obtain factual and interpretive information, reason logically, collect, compile, and evaluate data.
Experience training new hires.
Ability to speak in public and present information.
Strong computer skills with experience using Office 365 and G Suite, as well as other standard and custom software applications and ability to manage databases and to perform merges.
Ability to acquire working knowledge of SDSU and CSU policies governing non-credit and credit course offering.
Ability to work in a performance-based environment with established performance expectations and established goals/objectives.

MINIMUM EDUCATION

Equivalent to graduation from a four-year college or university in a related field. Specialized experience may be substituted for the required education on a year-for year basis.

MINIMUM EXPERIENCE

Two-years of professional student services work experience or related field. A masters degree in a job-related field may be substituted for one-year of professional experience.

Preferred Qualifications and Special Skills

Four years of progressively responsible experience in an office or administrative environment.
Experience working at a university.
Experience working with students and special populations such as continuing education for adult and non-traditional learners.
Experience in working leads/inquiries in a marketing department.
CRM experience utilizing Salesforce.
Track record of success in performance related jobs/activities.
Access to transportation for off-campus events.
Ability to work some evenings and weekends with advance notice.

Additional Candidate Information

Candidate must reside in California or live in a commutable distance from SDSU at time of hire.
Job offer is contingent upon satisfactory clearance based on Background Check results (including a criminal record check).
San Diego State University Research Foundation is an EEO/AA/Disability/Vets Employer/Title IX employer.

To apply, visit https://careers-sdsurf.icims.com/jobs/16889/lead-outreach-representative/job?in_iframe=1

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