Pros
Working as a Junior Counselor was a great opportunity to develop professional communication and customer service skills while attending college. The department was very understanding of my class schedule and flexible with student employees. I gained experience with phone etiquette, Microsoft Excel, documentation, and communicating with prospective students and families. Although the training covered a large amount of information in a short period of time, my supervisors were always willing to answer questions and provide additional support whenever I needed it. I never felt discouraged from asking for clarification, even if I had to ask the same question more than once. I appreciated having a supportive team that wanted student employees to succeed. The department also did a good job protecting employees from inappropriate or abusive behavior from callers.
Cons
The initial training can feel like drinking from a firehose. There are many projects, systems, and processes to learn, and it often takes longer than the formal training period to become fully comfortable. Priorities and projects can also change quickly, which can make it difficult for new employees to adjust. Some calling campaigns involve reaching out to individuals who have already expressed little or no interest in attending the university. Repeatedly contacting people who are unresponsive or who hang up can become mentally draining over time, especially for student employees earning an entry-level wage. I think the department could improve by allowing more adjustment time when new projects or procedures are introduced and by continuing to recognize the challenges that come with high-volume outbound calling.