Enrollment Advisor

MIT • Cambridge, MA

1d • Onsite

About The Position

Serve as the first point of contact for prospective learners in a team-based customer service delivery model that depends on real-time, in-person collaboration among customer service staff, the marketing team, the sales team, and course teams. Engage prospects through email, phone, and video conference to answer questions about program content, structure, pricing, prerequisites, and outcomes. Proactively solicit and schedule video conferences with prospective learners to provide personalized guidance and move them toward an enrollment decision. Resolve customer and learner inquiries via email through our ticketing system (Zendesk). Work collaboratively in person, contribute to the creation and maintenance of FAQ articles, pre-written responses, and internal process documentation. Share prospect feedback, objections, and frequently asked questions with the broader Customer Support and Marketing teams to inform website content, email messaging, and conversion rate optimization efforts. Help define and document processes related to enrollment support and inside sales workflows. Execute day-to-day operational plans in person in alignment with team priorities.

Requirements

• High school diploma or equivalent
• A minimum of three years of customer service experience
• Excellent written and verbal communication skills
• Ability to work both independently and within a team environment
• Comfort with CRM platforms (Salesforce preferred) and ticketing systems (e.g., Zendesk, Freshdesk)

Responsibilities

• Serve as the first point of contact for prospective learners.
• Engage prospects through email, phone, and video conference to answer questions about program content, structure, pricing, prerequisites, and outcomes.
• Proactively solicit and schedule video conferences with prospective learners to provide personalized guidance and move them toward an enrollment decision.
• Resolve customer and learner inquiries via email through our ticketing system (Zendesk).
• Work collaboratively in person, contribute to the creation and maintenance of FAQ articles, pre-written responses, and internal process documentation.
• Share prospect feedback, objections, and frequently asked questions with the broader Customer Support and Marketing teams to inform website content, email messaging, and conversion rate optimization efforts.
• Help define and document processes related to enrollment support and inside sales workflows.
• Execute day-to-day operational plans in person in alignment with team priorities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED