Associate Enrollment Specialist

Capella University

2d•$20 - $31

About The Position

The Associate Enrollment Specialist serves as a primary support and relationship-building resource for Capella’s prospective students. The role educates prospects about online degree programs, financing, and licensure matters, and helps clarify decision points and alternatives that align with each individual’s needs. Specialists use a supportive, empathetic, consultative approach, develop expertise in complex educational offerings, and promote Capella transparently while working to meet students’ needs. The Specialist supports prospective students throughout the enrollment lifecycle, from initial relationship development and needs exploration through personalized recommendations, decision-making, and the application process. This includes asking for the business when appropriate and helping prepare students for long-term success. Relationships may require multiple interactions over an extended period, so the role requires knowledge of the lead and application process, workflow and pipeline management systems, and ways to help prospects make informed decisions about reaching their educational objectives. The position involves frequent interaction with warm leads, primarily by phone, chat, social media, and email. Inquiries concern bachelor’s, master’s, or PhD programs. Performance is measured against service standards such as availability, talk time, adherence to contact strategies and protocols, pipeline management, backlog, record keeping, and forecasting. Specialists use automation tools and complex software applications to manage student data, participate in ongoing training, and collaborate with colleagues to support a high-quality end-to-end student experience. The role may require occasional travel and, depending on the role, work at a corporate or campus location in a typical office environment. Remote or hybrid work requires a suitable setting with privacy, reliable internet, phone, and video-conferencing access. The position may involve lifting, and employees must be able to access information using a computer and meet the role’s critical-thinking, problem-solving, and communication requirements. More than 40 hours per week may be required when business needs warrant.

Requirements

Demonstrated record of advanced performance and ability to meet objectives.
Ability to work in a goal-driven, measured performance environment.
Excellent time-management, interpersonal, written and verbal communication, and presentation skills.
Evidence of organizational accomplishments in a productive, contributive team environment.
Highly motivated self-starter who can relate positively and professionally with prospective students and university colleagues.
Expertise leveraging customer-tracking software applications and tools.
High achievement orientation, drive, and service orientation.
Ability to work 9 a.m.–6 p.m., with periodic late coverage from 11 a.m.–8 p.m.
Strong desire to work in a mission-driven culture and in the best interests of customers and students.
Experience with comprehensive customer decision cycles that often require multiple contacts.
Experience representing high-value products and services to a diverse customer base.
Experience creating and maintaining strong customer relationships.
Ability to work more than 40 hours per week when business needs warrant.
Ability to access information using a computer and meet the role’s critical-thinking, problem-solving, and communication requirements.

Nice To Haves

Previous professional sales experience, preferably in higher education admissions, recruiting, financial services such as mortgage or real estate, educational or training-industry sales, referral-based sales, nonprofit fundraising, or high-end retail sales requiring in-depth customer interaction.
Other experience demonstrating high achievement orientation or high service orientation.
Relevant four-year degree; additional work experience or a strong resume and portfolio may be accepted in place of a degree.

Responsibilities

Build and manage a strong prospective-student pipeline using organization and forecasting methods, with multiple contacts to identify appropriate educational solutions.
Guide prospects through the enrollment process by assessing readiness and fit, discovering needs and motivations, presenting program features and financing options, recommending customized solutions, and asking for the business when appropriate.
Interact with prospective students throughout most of the day by phone, chat, social media, and email; work with warm leads rather than cold-call prospects.
Meet service standards for availability, talk time, contact strategies and protocols, pipeline management, backlog, record keeping, and forecasting.
Use automation tools and complex software applications to manage student data.
Complete continuous training and development and maintain extensive knowledge of Capella’s evolving product offerings.
Participate as a team member by supporting colleagues, contributing to team discussions and one-to-one call coaching, and providing constructive feedback to management.
Improve student engagement by creating personalized pathways, assessing needs, and communicating transparently so students can make informed decisions.
Travel occasionally when business needs arise.