Enrollment Counselor

Western Governors University•Bentonville, AR

6d•$23 - $33

About The Position

At Western Governors University (WGU), the Enrollment Counselor guides prospective students from their initial questions through the start of their studies. The counselor listens to understand each person’s needs and provides personalized guidance, encouragement, and information about WGU’s online, competency-based degree programs. The role provides human support to prospective students who may also use AI agents and self-service tools. Enrollment Counselors work within their U.S. time zone, on a schedule between 8 a.m. and 7 p.m. local time. The position involves communication across multiple channels and systems, accurate recordkeeping, compliance with WGU and U.S. Department of Education standards and policies, collaboration, and travel to one or two work events per year. This is a full-time, regular position classified as 40 standard weekly hours. The stated pay range is $22.64–$32.83; the posting does not specify the pay period.

Requirements

Bachelor's degree; the posting also notes that equivalent relevant experience may substitute for the degree requirement, generally at a rate of one year of experience for each year of education, at the hiring manager's discretion.
At least 2 years of customer service or consultative sales experience.
Demonstrated ability to multitask across communication channels and software, including phone, email, text, chat, and Microsoft Office.
Excellent verbal and written communication skills and genuine care for the people being helped.
Strong active listening skills and ability to build trust with students from all backgrounds.
Comfort moving between calls, chat, text, instant messaging, and email while maintaining quality.
Experience with CRM systems such as Salesforce and willingness to learn new tools, including AI-enhanced tools.
Problem-solving skills, comfort with ambiguity, and judgment about when to escalate.
Ability to adapt communication style to each student.
Self-motivation, attention to detail, and follow-through.
Openness to coaching and commitment to ongoing improvement.
Energy for a fast-moving, technology-enabled environment where change is constant.
Commitment to WGU Leadership Principles.

Nice To Haves

Experience working in higher education, ideally at an online institution.
Contact center experience, including managing high volumes of calls, chats, and texts.

Responsibilities

Guide prospective students through enrollment with empathy and personalized support.
Support students using AI agents and self-service tools by providing human connection and individual guidance.
Build relationships through active listening and encouragement.
Explain WGU programs, enrollment steps, and requirements in clear, everyday language.
Help students set realistic expectations about the WGU experience and culture.
Help students match their academic and career goals to the appropriate program.
Answer questions, resolve concerns, and escalate complex issues when appropriate.
Stay current on WGU programs, policies, and processes.
Maintain accurate records of student interactions and progress across multiple systems, including the CRM.
Follow WGU and U.S. Department of Education standards and policies.
Share feedback and ideas to improve the student experience.
Support the team through collaboration, a positive attitude, and continuous improvement.
Travel to one or two work events per year.