Coordinator, Admissions - Applicant Experience

About NPower Canada

NPower Canada is a charitable organization that launches underserved young adults into meaningful and sustainable digital careers. The program provides participants with free in-demand digital and professional skills training and connects them to new and rewarding career opportunities with some of Canada’s largest employers.

Through consultation with a wide range of employers, NPower Canada’s comprehensive curriculum ensures participants are equipped with the in-demand technical and professional skills most sought after by industry.

NPower Canada provides employers with access to a pipeline of eager, diverse and job-ready young talent with in-demand digital skills who are primed to succeed in the workplace. Graduates receive ongoing support and coaching to ensure continued success in their careers.

NPower Canada is a certified Great Place to Work® in 2023 and named a 2023 Best Workplace™ for Giving Back.

Position Summary

Reporting to the Supervisor, Admissions, the Admissions Coordinator will be responsible for providing both technical-oriented and client-oriented support to our Admissions Team - using administrative duties, data entry and applicant correspondence skills ensuring all applicant data is entered and recorded accurately and applicants receive a great client experience. This role will also require close partnership with the Quality Innovation team.

Who you are

• Exceptional de-escalation and issue resolution skills.
• Exceptional client service skills, demonstrating empathy, active listening, and a solution-focused approach to all communications.
• Proficient in Salesforce or a comparable customer relationship management (CRM) database application.
• Accurate keyboarding skills to ensure a high level of accuracy for all data entered college-wide.
• Highly organized, detail-oriented with excellent multitasking skills
• Post-secondary education in Business Administration, Research or related fields preferred.
• Familiar with CRMs, marketing automation processes, data visualization systems, and programming languages
• 2-3+ years of experience in a high-volume client service role, supporting with administrative duties, data entry, and client support
• Demonstrated effectiveness in communicating programs and services via telephone and e-mail.
• Excellent interpersonal skills; communication, customer service and crisis intervention skills.

Accountabilities & Deliverables

Technical and Coordinative Support

• Works closely with Admissions Interviewer team members to create, maintain, and monitor timely and accurate data flow and process integration between the Salesforce CRM and relevant systems
• May assist in the documentation to describe data and technical implementations, procedures, workflows, testing, changes, and corrections.
• Manage the Admissions inbox and respond to general inquiries via email and phone call in a timely manner. Keep close communication and support the admissions team to process applications in a timely manner.
• In collaboration with Marketing Communications and Quality Innovation team, assists to test and administer the processes that support automation, such as email communications within technical platforms (Pardot, Mogli) involved in the interview and post-interview processes.
• Support the Applicant Experience Team by conducting follow-ups, data collection, and ensuring all data is captured within Salesforce.
• Ideally stays current on trends in admissions relevant technology and automation, to leverage capabilities to amplify and personalize communications to prospective participants
• Produce admissions data and reports on a weekly, monthly, and quarterly basis. Stays current on trends in admissions relevant technology and automation, to leverage capabilities to amplify and personalize communications to prospective participants
• Maintain and update new and existing participant information in Salesforce.

Applicant Communication and Support

• Ensure that eligible and suitable applicants are invited to the next available interview or information session; remind applicants multiple times to ensure attendance.
• Serve as a backup for the admissions team when guiding applicants throughout the admissions process, from online applications to interviews to offers of admission.
• Support the interviewers' team by following up with participants to finalize interviews and obtain pending participants’ personal information and additional documentation
• Respond in a timely and professional manner to applicant inquiries via telephone, email and text.
• Refer unqualified applicants in a diplomatic and sensitive manner to specific referral partner organizations while tracking service coordination data.
• Record and summarize all contacts (phone/email/text) with applicants.
• Escalate complex service issues to management as needed; keep management apprised of any challenging communications with applicants.

Team Collaboration

• Work with the admissions specialist team colleagues to coordinate timely applicant interviews, offers of admission and follow-up communications.
• Work with program teams to continuously improve and quicken the follow-up process.
• Support management team to effectively resolve issues and respond to sensitive inquiries and concerns from applicants and their families.

NPower Canada is an Equal Opportunity Employer

NPower Canada will make every effort to accommodate any needs of candidates through the hiring process, under the Human Rights Code. Please inform us if you require any accommodation through the hiring process.

Background Check Notification

All offers of employment are conditional upon the successful completion of a background check; which includes professional and criminal checks.

• NPower Canada operates within a hybrid work setting that includes working at the assigned NPower Canada office and working remotely from home depending on project, position, or role requirements.**