Enrollment Associate

UMass Global

1d • $20 - $23 • Remote

About The Position

Responsible for handling inbound and outbound calls, as well as chat inquiries, to provide prospective students with product and service information pertaining to the university’s programs and admission requirements. Enrollment Associates help facilitate the enrollment process by building rapport, answering questions, providing guidance and support to resolve objections/challenges, and thoroughly updating key contact information using information technology systems.

This position is open to candidates who currently reside in one of the following approved states from which the role may be performed remotely: Alabama, Arizona, Georgia, Idaho, Indiana, Minnesota, Nevada, New Hampshire, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Wisconsin.

In order to collaborate with nationally distributed colleagues. Employees must be available for collaboration during core hours from 9am to 2pm (PST).

Requirements

• Strong understanding of UMass Global University and its history, student population, and departments
• Strong listening skills
• Strong skill in all segments of a consultative sales call and coaching conversations
• Demonstrate excellent communication skills, both orally and in written form; ability to communicate across differences
• Polite and understandable telephone etiquette
• Capacity to emphasize with other’s situations
• Aptitude to demonstrate self-control while engaging in difficult conversations
• Ability to learn and understand product details at a consumer level
• Ability to type 25+ wpm
• Ability to thrive and adapt in a fast-changing environment
• Ability to speak clearly and with good dictation
• Ability to work flexible hours, including evenings and weekends
• The ideal candidate will be a team player, results-oriented, customer-centered and will have strong communication and listening skills
• Associate’s degree, or equivalent combination of experience and education
• One year call center or customer service experience preferably in a call center environment
• Must be able to work with computers and an aptitude for and willingness to learning new software applications quickly

Nice To Haves

• Prior experience working in higher education, or consultative sales is a plus

Responsibilities

• Generate an engaging rapport with a high-volume of prospective students by providing excellent customer service in all interactions with potential students; represent UMass Global in a positive and professional manner by meeting or exceeding all key performance indicators (KPI’s).
• Act as a subject matter expert when providing consultation or overcoming objections with prospective students.
• Provide product and service information regarding admissions processes and/or requirements via phone and internet.
• Manage difficult calls or tense situations with minimal escalation.
• Consult with callers to determine the best resource for them at a high level; follow up with callers as necessary to ensure the highest levels of customer service.
• Respond to inbound calls/inquiries, reply to prospective student needs and forward calls to appropriate personnel.
• Gather and verify information to ensure accuracy of transactions (i.e. account details, name, address, etc.).
• Access, read and accurately input information using a moderately complex computer system, including telephony and customer relationship management (CRM) systems.
• Process requests and update account history to include proper documentation.
• Organize, access, and deliver product information, and make scripted resale efforts.
• Perform other duties, as assigned

Benefits

• Medical, dental, and vision coverage with spending account options.
• Remote options, flexible schedules, 1/2 day Fridays (biweekly), generous time off, including paid holidays and a paid winter break.
• Life, disability, accident, legal, identity protection, and student debt support.
• 403(b) plan with a Roth option. 3% non-elective contribution and up to 6% match for a 9% total employer contribution!
• Tuition discounts for employees and family and Tuition Exchange program with other universities.
• PSLF eligible employer.
• Counseling services, Free Calm Health subscription and year-round wellness programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree