Enrollment Support Coordinator - University College

Tufts University•Medford, MA

About The Position

As part of a mission-driven institution, University College (UC) at Tufts University strives to make education accessible to all, fostering learning and engagement across a wide spectrum of audiences. UC is committed to expanding access to Tufts and transforming the lives of diverse learners across generations through innovative and high-quality educational opportunities, career acceleration, and community connections. Since our school's establishment in 2018, UC has experienced rapid growth and is planning significant expansion, including a variety of new professional non-credit credentials, high school programs, and new degrees, all while broadening access to Tufts’ exceptional educational offerings. UC currently offers a variety of educational content through Tufts Pre-College Programs, the Osher Lifelong Learning Institute, and the new Center for Professional and Workforce Impact. Operating in a dynamic environment, UC is positioned to become a leading presence in the greater Boston area in the next 5 years. Visit universitycollege.tufts.edu to learn more. The coordinator is a dynamic and service-oriented professional responsible for the support of learner-facing communications, transactions, and visitor experience of future learners through frequent interactions from first contact through program end. This position is intended to provide information and guidance in-person and via telephone and electronic communication to prospective and current learners, OLLI members, faculty, staff, and alumni, while also serving as a key operational partner in enrollment growth by ensuring efficient workflows, accurate data management and reporting, and facilitating strong communication and customer service. The coordinator assists in the successful recruitment, enrollment and retention of prospective and current Tufts University College (UC) learners, demonstrating leadership and problem-solving skills in making sound independent professional judgment to facilitate services for learners. They ensure prospective and current learners for the Center for Professional and Workforce Impact (Center) and the Osher Lifelong Learning Institute (OLLI) members receive high quality service, and use that insight and direct experience to inform improvements to marketing and communications strategies and materials. Further, they maintain the integrity of learner data and maintain compliance with applicable regulations.

Requirements

High School Diploma
3+ years of customer service experience
Excellent communication skills
Comfort guiding multigenerational learners through registration and enrollment processes via phone and email
Proficient knowledge of Zoom (scheduling meetings, best practices for screen sharing, basic trouble shooting skills, etc)
Excellence with standard MicroSoft Office product use and optimization

Nice To Haves

Bachelor's Degree
Experience working in higher education, especially in an adult education environment
Experience using Modern Campus Extended Education Lifelong Learning systems for enrollment management
An understanding of registration and enrollment for courses for adult education, especially experience navigating and overcoming related challenges

Responsibilities

Primary contact for learners
Triages and prioritizes inquiries, questions, and concerns, briefing colleagues on issues needing immediate attention and communicating on behalf of managers to explain or disseminate information.
Assists learners with initiating and successfully navigating membership and enrollment and/or registration-related applications and processes, including troubleshooting, researching, and resolving learner challenges including online enrollment, billing, passwords/account management, and use of discount codes, building a positive relationship between learners and the university.
Provides accurate and timely information regarding programs including how to apply, become a member, register, and pay for programming, in addition to answering basic questions about the programs such as benefits, start/end dates, key program dates, and similar information. Maintains a knowledgebase for common learner services and inquiries for OLLI and the Center.
Makes appropriate service and resource referrals and issue escalations to appropriate colleagues such as learner support, program teams, IT, and other resources.
Collaborates with Marketing and Communications team to inform website and social media channel updates, projects, and materials based on learner interactions.
Registrar-related support
Ensures timely and accurate course information across catalogs for OLLI and Center offerings using a variety of technical platforms such as enrollment/learner information systems, website catalogs, and digital catalogs
Assists learner registration for non-credit courses including: review, input, and/or processing a variety of learner records including applications, refunds, drop/add/withdrawal/audit, and other related forms or records required in registration.
Troubleshoots issues related to admission, registration, and learner records by researching and determining the course of action; makes independent determinations, decisions, and recommendations.
Performs technical duties in the review, evaluation, and processing of learner applications for admission, eligibility/enrollment in classes and programs, and related opportunities/actions.
Proactively contact learners as needed to verify data and correct/update data as needed.
Serves as a key liaison between the Registrar's Office, Bursar, and IT to support system functionality and continuous improvement.
Participates in the review and update of paper and/or electronic information including catalogs, schedules, handbooks, etc.
Maintains integrity of learner records in accordance with applicable regulations and university policies.
Program instructor support and class support
Provides reports such as enrollment reports, class rosters, attendance sheets, and related information to program staff, instructors, and UC leadership.
Communicates and troubleshoots learner and instructor program start issues such as LMS access, providing campus maps, parking information, Zoom links, AV, technical tools, and other resources.
Supports special event registration and set up, including tracking learner RSVPs, supporting program staff with logistics for instructors/panelists, creating online meeting invites and meeting rooms (usually on Zoom), and similar tasks.
Provides guidance and work direction to temporary workers