ABOUT THE STEPHEN M. ROSS SCHOOL OF BUSINESS

The Stephen M. Ross School of Business at the University of Michigan is a diverse learning community grounded in the principle that business can be an extraordinary vehicle for positive change in today's dynamic global economy. The Ross School of Business mission is to develop leaders who make a positive difference in the world. Through thought and action, members of the Ross community drive change and innovation that improves business and society.

Ross is consistently ranked among the world's leading business schools. Academic degree programs include the BBA, MBA, Part-time MBA (Evening and Weekend formats), Executive MBA, Global MBA, Master of Accounting, Master of Supply Chain Management, Master of Management, and PhD. In addition, the school delivers open-enrollment and custom executive education programs targeting general management, leadership development, and strategic human resource management.

About the Department/Program/Center/Institute

The Ross School of Business Office of Undergraduate Programs is one of the nation's leading undergraduate business programs, providing students with an exposure to business disciplines within a broad liberal arts education. The Office of Undergraduate Programs also provides community outreach programs to high school students, community college students, and University of Michigan freshman.

Purpose

This position is responsible for executing a high-level of professionalism and customer service to prospective students seeking admission to the Ross School of Business, while also providing program support in the areas of application review, event management, and recruitment.  This position reports to the Ross Assistant Director of Recruitment Initiatives and supports the Preferred Admission, Transfer Admission, and Minor in Business admission processes.

Responsibilities*

Contributes to our positive and inclusive work community by building trusting partnerships across the school, continually learning, creating impactful experiences, and working with a sense of ownership for outcomes.  Approaches this work with a commitment to diversity, equity, and inclusion in mind; treating others with respect, dignity, and in a manner where individuals feel they belong; listens, values feedback, and learns from the perspectives of others.

Admission Recruitment

• Serve as the first line of contact for Ross Undergraduate Admissions executing a highly efficient large volume student service interface to handle incoming calls, voice mail, email, and written inquiries simultaneously to provide information on admission requirements, policies, procedures, and application status
• Hold specific responsibility for answering the Ross Undergraduate Admissions email account and assisting with oversight of the Ross Undergraduate Admissions email management system
• Co-write (in collaboration with the Assistant Director), maintain, and supervise the use of scripts for common responses to general inquiries
• Respond to inquiries and complaints from students, parents, staff, faculty, and outside agencies, by ensuring a timely response and facilitating engagement with Ross Undergraduate Admissions and Office of Undergraduate Programs staff as necessary
• Provide information in a “walk-in” type format for university guests, prospective and current students, and families who show up unannounced and are looking to receive a quality visit experience
• Update all recruitment and prospect rosters as necessary, including working with Ross ITS to maximize roster usage and the check-in tools utilized during information sessions and workshops 

Admissions Events

• Provide support for admissions events  including monitoring a registration system for information sessions, scheduling personalized visits and tours, reserving rooms, communicating to guests about parking, hotel and travel arrangements, and campus resources
• Provide tours of Ross facilities and buildings to university guests, current and prospective students, and their families
• Attend recruitment events and assist the Director and Assistant Directors in event management and logistics, including management of the information session and application workshop check-in process
• Represent the Ross School of Business and Undergraduate Admissions team at on- and off-campus recruitment events

Admission Processing

• Compile, track, and scan communications and application materials received by applicants to ensure that any additional information provided is sorted, documented, and escalated to the appropriate admission review committee member
• Assist with outgoing communications related to the application and enrollment process, including communications regarding missing application credentials to ensure that applications are complete, decision letters, and enrollment confirmations
• Update the customer relations management system and database with incoming and outgoing communications
• Serve as a contact for external transfer students on application materials, meeting admission requirements, and questions regarding transfer credit equivalencies
• Assist in the processing of international documentation and the undergraduate student visa transfer process
• Update and manage systems within wolverine access, including application status and program action reason status entry
• Perform system batch loading of admission decisions, and assist with the manual admitting process
• Assist Ross ITS with testing of Admission systems to ensure functional specifications are met
• Maintain electronic unit files with attention to confidentiality

Application Review

• Perform initial screening of approximately 5,000 applications, providing the admission review team with a summarization of optional essay responses and whether pre-requisites were met
• Review, read, and rate applications as a first reviewer during peak reading season

Miscellaneous

• Proofread documents, as needed
• Proofread and request updates to the website, as needed
• Maintain and update Admissions Manual

Required Qualifications*

• Bachelor's Degree and a minimum of 1-2 years work experience in a customer service oriented position preferred or equivalent combination of education and related experience.
• Ability to work effectively in a high-stress fast paced environment
• Excellent analytical, problem-solving and decision-making skills
• Professional demeanor and excellent communication skills
• Ability to work independently and to exercise initiative as a crucial member of a team
• Excellent judgment and capability to act in a high-stress environment
• Ability to set priorities, work simultaneously on numerous tasks with multiple staff, and meet deadlines
• Demonstrated project management and organizational skills; strong attention to detail
• Deep dedication to customer service, quality management, and a team approach to work
• Demonstrated ability to provide data analysis, including spreadsheet management and proficiency with basic Microsoft Office skills

Desired Qualifications*

• Experience with the University of Michigan and Ross School of Business staff and procedures. 
• Desire to learn on the job, with the capability of learning new software applications and methodologies
• Understanding of business school students.
• Knowledge of and experience with the Ross’ intranet, iMpact.
• Experience with Wolverine Access.

Additional Information

Skills Testing

Skills testing may be required.

Physical Demands/Work Environment 

• Requires the ability to travel to various locations to conduct work and deliver materials
• The person in this position routinely communicates with students about financial aid, programs, events, activities, etc.
• The person in this position occasionally moves through the facility to attend meetings/events and access files or information
• The person in this position routinely moves materials weighing up to 20 pounds to locations
• May require work during early mornings, nights, and/or weekends

Michigan Ross values a culture of diversity, equity, and inclusion.  We are committed to the development of diverse and culturally intelligent staff who thrive and contribute to a positive and inclusive environment.

The statements included in this description are intended to reflect the general nature and level of work assigned to this classification and should not be interpreted as all-inclusive.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.