Enrollment and Retention Counselor

University of New England Career•Portland, OR

About The Position

This role involves conducting high-volume inbound and outbound communication with students, meeting enrollment and retention targets, and providing excellent customer service. The counselor will act as an expert for assigned programs, handle appointments and correspondence, and maintain CRM database integrity. Effective communication, feedback contribution, and problem-solving are key. The position also includes assisting with training, supporting diverse student needs across time zones, and promoting a positive environment.

Requirements

Bachelor’s Degree required plus 2 years of sales experience, or a combination of education and experience from which comparable knowledge and skills have been acquired.
A proven track record working in a dynamic, fast-paced, customer-facing role.
Strong interpersonal, written, and verbal communication skills, with the ability to engage effectively with a diverse audience.
Friendly, professional sales approach, with the ability to influence and inspire confidence in prospective students.
General knowledge of higher education and sales processes.
Proficient in MS Office and Outlook, with experience learning new software.
Ability to thrive in a fast-paced, student-centered environment, managing multiple tasks while staying responsive and organized.
Strong work ethic, personal integrity, flexibility, and professionalism, maintaining confidentiality and discretion at all times.

Nice To Haves

Flexibility to work various shifts and willingness to travel locally on occasion for events.
Occasional evening and weekend hours may be required.

Responsibilities

Conduct high-volume inbound and outbound call and email communication with current and prospective students, adhering to established communication plans and response times.
Meet enrollment and retention targets individually and as a team, following best practices for lead management and retention.
Provide excellent customer service to students throughout the funnel, from application to graduation.
Act as an expert for your assigned portfolio of programs, especially as it relates to admissions requirements, program benefits and outcomes, course structure and delivery methods, and CPS policies and procedures.
Handle zoom and phone appointments as well as written student correspondence in a professional and timely manner.
Maintain CRM database integrity with accurate, detailed documentation on student interactions and needs.
Communicate effectively and professionally, both in writing and verbally, with students, team members, and other academic departments.
Actively contribute feedback on sales tactics, support practices, and enrollment strategies.
Identify trends, programmatic changes, and marketing opportunities within the portfolio.
Evaluate potential obstacles for students and elevate those to the team with a goal of resolving or minimizing them.
Assist with training and mentoring new team members to program portfolios.
Willing to provide enrollment and retention support across time zones and at times that are more convenient for non-traditional students.
Promote a positive, welcoming environment that supports diversity, innovation, teamwork, and successful outcomes.
Other duties as assigned.