Enrollment Associate I

$37,440 - $50,960/Yr

University of Massachusetts - Austin, TX

Full-time - Entry Level

Remote - Austin, TX

Educational Services

About the position

The Enrollment Associate I at UMass Global is responsible for providing exceptional customer service to prospective students through inbound and outbound calls, as well as chat inquiries. This role involves guiding potential students through the enrollment process, answering questions about programs and admission requirements, and maintaining accurate records in the university's information systems. The position requires strong communication skills and the ability to manage high call volumes while maintaining a positive and professional demeanor.

Responsibilities

• Handle inbound and outbound calls and chat inquiries to provide prospective students with information about university programs and admission requirements.
• Build rapport with prospective students and provide excellent customer service in all interactions.
• Act as a subject matter expert to consult and overcome objections with prospective students.
• Manage difficult calls or tense situations with minimal escalation.
• Gather and verify information to ensure accuracy of transactions, including account details and personal information.
• Access and input information using a moderately complex computer system, including telephony and CRM systems.
• Process requests and update account history with proper documentation.
• Organize and deliver product information, making scripted resale efforts as needed.

Requirements

• Associate's degree or equivalent combination of experience and education.
• One year of call center or customer service experience, preferably in a call center environment.
• Prior experience working in higher education or consultative sales is a plus.
• Strong understanding of UMass Global University and its history, student population, and departments.
• Excellent communication skills, both orally and in written form.
• Strong listening skills and the ability to empathize with others' situations.
• Ability to thrive and adapt in a fast-changing environment.
• Ability to type 25+ words per minute.

Nice-to-haves

• Experience in higher education or consultative sales.
• Familiarity with telephony and customer relationship management (CRM) systems.

Benefits

• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Loan forgiveness
• Tuition discounts at UMass Global and Chapman University
• Life and disability insurance
• 24/7 counseling support through Employee Assistance Program
• Wellness program events
• Retirement plan with generous match of 6% and additional employer contribution of 3%