Enrollment Advisor

About the role

Enroll in a team-based customer service delivery model at Open Learning, part of MIT’s Open Learning initiative. Collaborate with customer service staff, marketing, sales, and course teams in real-time to deliver customer-centric support.

Responsibilities

• Serve as the initial point of contact for prospective learners through email, phone, and video conferencing.
• Engage prospects to answer questions about program content, structure, pricing, prerequisites, and outcomes.
• Proactively schedule video conferences to provide personalized guidance and move prospects towards enrollment decisions.
• Resolve customer and learner inquiries via email through the ticketing system (Zendesk).
• Collaborate in person, contribute to the creation and maintenance of FAQ articles, pre-written responses, and internal process documentation.
• Share prospect feedback, objections, and frequently asked questions with the broader Customer Support and Marketing teams to inform website content, email messaging, and conversion rate optimization efforts.
• Help define and document processes related to enrollment support and inside sales workflows.
• Execute day-to-day operational plans in alignment with team priorities.

Requirements

• High school diploma or equivalent.
• A minimum of three years of customer service experience.
• Excellent written and verbal communication skills.
• Ability to work independently and within a team environment.
• Comfort with CRM platforms (Salesforce preferred) and ticketing systems (e.g., Zendesk, Freshdesk).

Qualifications

The ideal candidate will have a strong background in customer service and a passion for education. Experience in higher education or a related field is a plus.

Skills

• Customer service skills.
• CRM platforms (Salesforce preferred).
• Ticketing systems (e.g., Zendesk, Freshdesk).

Benefits

Open Learning offers a competitive benefits package including health insurance, retirement savings options, and opportunities for professional development.

Pay

Salary is commensurate with experience.

Schedule

Full-time position with flexible hours to accommodate in-person and remote work.