Enrollment Support Specialist - Hybrid

Point Loma Nazarene University•San Diego, CA

2d•$23 - $24•Hybrid

About The Position

The Graduate and Accelerated Undergraduate (AUG) Contact Center serves as the front line of the admissions experience, playing a critical role in guiding prospective students from initial inquiry through early stages of the enrollment process. Operating in a fast-paced, high-volume environment, the team is responsible for delivering a responsive, student-centered experience that supports both service excellence and enrollment outcomes. The Enrollment Support Specialist (ESS) is responsible for engaging prospective students, assessing readiness and fit, and facilitating movement through the enrollment funnel—from inquiry to qualification to scheduled appointment. This role requires a strong understanding of admissions processes, the ability to manage and prioritize leads strategically, and the execution of timely, high-quality communication across multiple channels. The ESS plays a key role in maintaining speed-to-lead performance, ensuring accurate data management within CRM systems, and creating a seamless transition to Admissions and Enrollment Counselors. This position combines relationship-building, operational execution, and systems navigation to support both individual performance goals and overall contact center success. This role is designed for a proactive, student-centered professional who thrives in a metrics-driven environment. The Enrollment Support Specialist demonstrates strong ownership of daily workflows, effectively balances high-volume engagement with personalized interactions, and contributes to a collaborative team focused on achieving enrollment goals.

Requirements

Demonstrated understanding of the admissions lifecycle, including inquiry management, lead qualification, and appointment setting
Experience working with CRM systems (Salesforce, TargetX, Slate, or similar) and maintaining accurate data and follow-up workflows
Strong verbal and written communication skills, with the ability to adapt messaging across multiple platforms and audiences
Proven ability to build rapport, engage effectively with prospective students, and provide a high-quality, student-centered experience
Ability to manage time, prioritize tasks, and execute consistently in a fast-paced, high-volume environment
Comfortable navigating multiple systems simultaneously while maintaining accuracy and efficiency
Strong attention to detail and commitment to data integrity and process execution
Ability to work independently while contributing to a collaborative, team-oriented environment
Flexibility to work occasional evenings and weekends
Evidence of Christian commitment and active church involvement. In addition, staff agree to live in agreement with PLNU’s Community Life Covenant.

Responsibilities

Engage prospective students through phone, email, text, and chat to build rapport, understand goals, and guide them through the early stages of the admissions process
Apply lead qualification strategies to assess student readiness, prioritize outreach, and align engagement efforts with enrollment objectives
Deliver accurate, clear, and timely information about programs, admissions requirements, and next steps, reflecting strong institutional and program knowledge
Maintain consistent speed-to-lead and follow-up practices to ensure timely engagement with new and existing inquiries
Schedule appointments and facilitate effective warm transfers to Admissions/Enrollment Counselors, ensuring a seamless student experience
Utilize CRM systems to accurately track student interactions, manage follow-up workflows, and maintain data integrity
Manage a high volume of concurrent tasks, including calls, messaging, scheduling, and documentation, while maintaining quality and attention to detail
Meet and maintain key performance metrics including contact rates, appointments scheduled, lead conversion, and engagement outcomes
Support informational events and outreach initiatives as needed
Collaborate with team members and leadership to improve processes, share insights, and enhance the overall student experience