Abstract
The qualitative study of 13 Chief Student Services Officers (CSSO) at small private institutions sought out how undergraduate and professional experiences assist influenced the decision-making process in the area of enrollment management, student retention and engagement. Insights from this study highlights the importance of making optimal student service hiring decisions. Through the identification of qualified and relatable student services personnel, CSSOs are able to lead their divisions in enrolling, retaining, and engaging a new generation of college students known as Generation Z.