| Position Summary | The CRM Support Technician is responsible for maintaining the customer relationship management system utilized for all undergraduate applications as well as other admissions-related administrative functions.
Austin Peay State University is a four-year public, doctoral-level university, with six colleges and four Chairs of Excellence. The University has an enrollment of over 10,000 students and is located in Clarksville, Tennessee, a community of an estimated 180,000 people located approximately 40 miles northwest of Nashville, TN. |
| Primary Duties and Responsibilities | - Design and develop custom queries within the CRM system to extract accurate data sets required for communications and reporting.
- Optimize queries for efficiency and accuracy, ensuring data retrieval meets project specifications and deadlines.
- Compile and generate detailed reports on campaign performance, application trends, and mailing outcomes.
- Analyze data to provide actionable insights and recommendations to support strategic decision-making.
- Segment data to create targeted populations for both physical and electronic mailings based on demographics, behavior, and application status.
- Application Data Verification:
- Perform post-processing verification of application data to ensure accuracy and consistency across CRM systems.
- Identify and resolve discrepancies, maintaining data integrity for all subsequent communications and analyses.
- Work closely with IT, admissions, and marketing teams to align data strategies and ensure seamless integration between systems.
- Provide technical support and training on query building and reporting tools as needed.
- Maintain comprehensive documentation of query logic, reporting methodologies, and data segmentation procedures.
- Continuously review and refine processes to enhance data quality and operational efficiency.
- Maintain a high level of quality control by generating existing reports and analyzing data.
- Respond in an effective and timely manner to all telephone, email, and AP Web inquiries regarding admissions.
- Meet and counsel prospective students and families regarding admissions.
- Participate in workshops and/or seminars, both on and off-campus, to broaden skills and enhance application processing abilities as assigned.
- Act in a supporting capacity for all recruitment support activities to include front-line telephone, email, mailing and reception activities as needed.
- Participate in and assist with the coordination of special events to include Main Campus and Fort Campbell registrations, orientation, preview days, and other special recruitment events.
- Serve on University and TBR task forces and committees as assigned.
- Perform other job-related duties as assigned.
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| Knowledge, Skills, and Abilities | - Ability to efficiently operate a personal computer and associated software (Outlook, Word, Excel, etc.) Slate, and Banner.
- Ability to communicate effectively and appropriately.
- Ability to maintain confidentiality of records and information.
- Ability to interact in an effective and appropriate manner with various populations, the University community and the public.
- Ability to handle multiple tasks simultaneously.
- Ability to effectively supervise personnel and complete all associated personnel actions in a timely and accurate manner.
- Ability to accurately prepare, evaluate and process records and reports.
- Ability to work independently.
- Ability to work evenings or extended hours as needed.
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| Physical Requirements | - Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
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| Required Minimum Qualifications | - High school diploma or equivalent.
- Minimum of an Associate’s degree preferred.
- Minimum of one year of experience related to the above duties.
- Must be familiar with Microsoft Programs (Outlook Calendar, Word, Excel,) and willing and able to learn other database systems.
- A background check will be required of the successful applicant.
- An official transcript (if applicable) and names, addresses and phone numbers of three (3) references will be required of the successful applicant.
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