Enrollment Associate

This is a fully remote position, open to applicants in Alabama, +12 more states.

📋 Description

• Manage incoming and outgoing calls as well as chat inquiries from potential students.

• Offer detailed information regarding university programs, products, services, admissions processes, and requirements.

• Support the enrollment process by establishing rapport, answering queries, providing guidance, and addressing objections or challenges.

• Achieve or surpass key performance indicators while ensuring exceptional customer service.

• Act as a subject matter expert to provide consultation and overcome objections.

• Handle challenging calls and tense situations with minimal escalation.

• Consult with callers to determine the best resources and follow up as necessary.

• Address inquiries, meet prospective student needs, and direct calls to appropriate personnel.

• Collect and verify account and contact information for transaction accuracy.

• Utilize telephony and CRM systems to access, review, and accurately input information.

• Process requests and update account history with the correct documentation.

• Organize, access, and present product information while making scripted resale efforts.

• Perform additional assigned duties.

• Receive general supervision from the Enrollment Services Manager.

⛳️ Requirements

• Associate’s degree or an equivalent combination of experience and education.

• At least one year of experience in a call center or customer service role, ideally in a call center environment.

• Previous experience in higher education or consultative sales is advantageous.

• Strong familiarity with UMass Global, including its history, student demographics, and departments.

• Excellent listening skills.

• Proficient in consultative sales calls and coaching discussions.

• Outstanding oral and written communication abilities, including the capacity to communicate across diverse backgrounds.

• Courteous and comprehensible telephone etiquette.

• Ability to empathize with others' situations.

• Maintain self-control during difficult conversations.

• Capacity to learn and comprehend product details at a consumer level.

• Ability to type at least 25 words per minute.

• Capability to thrive and adapt in a rapidly changing environment.

• Clear articulation and good dictation skills.

• Flexibility to work varied hours, including evenings and weekends.

• Team-oriented, results-driven, customer-centered approach with strong communication and listening skills.

• Willingness and ability to quickly learn new software applications.

• Must be available during the Enrollment Coaching Center schedule: Monday–Thursday 8:00 AM–6:30 PM Pacific time and Friday 8:00 AM–4:30 PM Pacific time.

• Must reside in one of the approved states: Alabama, Arizona, Georgia, Idaho, Indiana, Minnesota, Nevada, New Hampshire, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, or Wisconsin.

• Availability for collaboration during core hours from 9:00 AM to 2:00 PM Pacific time.

• Subject to a background check and criminal history review.

🏝️ Benefits

• Medical, dental, and vision coverage with spending account options.

• Remote work opportunities.

• Flexible scheduling options.

• Half-day Fridays (biweekly).

• Generous paid time off.

• Paid holidays.

• Paid winter break.

• Life, disability, accident, legal, and identity protection services.

• Support for student debt.

• 403(b) plan with a Roth option.

• 3% non-elective retirement contribution.

• Up to 6% retirement match, totaling a 9% employer contribution.

• Tuition discounts for employees and their families.

• Tuition Exchange program with other universities.

• Employer eligible for Public Service Loan Forgiveness (PSLF).

• Counseling services available.

• Complimentary Calm Health subscription.

• Year-round wellness programs.