Enrollment Associate

University of Massachusetts Global is a private, nonprofit affiliate of the University of Massachusetts, created to help working adults change their lives through flexible, high-quality education built for real life. Regionally accredited by the WASC Senior College and University Commission (WSCUC) and recognized by U.S. News & World Report among the Best Online Programs for 13 consecutive years (2013–2025), the university offers 55+ fully online, career-focused programs designed around the realities of work, family, and constant change.

This position is open to candidates who currently reside in one of the following approved states: Alabama, Arizona, Georgia, Idaho, Indiana, Minnesota, Nevada, New Hampshire, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Wisconsin. Employees must be available for collaboration during core hours from 9am to 2pm (PST).

About the Role

Responsible for handling inbound and outbound calls, as well as chat inquiries, to provide prospective students with product and service information pertaining to the university’s programs and admission requirements. Enrollment Associates help facilitate the enrollment process by building rapport, answering questions, providing guidance and support to resolve objections/challenges, and thoroughly updating key contact information using information technology systems.

Receive general supervision from the Enrollment Services Manager. General supervision indicates that the incumbent develops procedures for performance of a variety of duties or performs complex duties within established policy guidelines.

Responsibilities

• Generate an engaging rapport with a high-volume of prospective students by providing excellent customer service in all interactions with potential students; represent UMass Global in a positive and professional manner by meeting or exceeding all key performance indicators (KPIs).
• Act as a subject matter expert when providing consultation or overcoming objections with prospective students.
• Provide product and service information regarding admissions processes and/or requirements via phone and internet.
• Manage difficult calls or tense situations with minimal escalation.
• Consult with callers to determine the best resource for them at a high level; follow up with callers as necessary to ensure the highest levels of customer service.
• Respond to inbound calls/inquiries, reply to prospective student needs, and forward calls to appropriate personnel.
• Gather and verify information to ensure accuracy of transactions (e.g., account details, name, address).
• Access, read, and accurately input information using a moderately complex computer system, including telephony and customer relationship management (CRM) systems.
• Process requests and update account history to include proper documentation.
• Organize, access, and deliver product information, and make scripted resale efforts.
• Perform other duties, as assigned.

Requirements

• Strong understanding of UMass Global University and its history, student population, and departments.
• Strong listening skills and skill in all segments of a consultative sales call and coaching conversations.
• Excellent communication skills, both orally and in written form; ability to communicate across differences.
• Polite and understandable telephone etiquette.
• Capacity to empathize with others’ situations.
• Aptitude to demonstrate self-control while engaging in difficult conversations.
• Ability to learn and understand product details at a consumer level.
• Ability to type 25+ wpm.
• Ability to thrive and adapt in a fast-changing environment.
• Ability to speak clearly and with good dictation.
• Ability to work flexible hours, including evenings and weekends.
• Associate’s degree or equivalent combination of experience and education.
• One year of call center or customer service experience, preferably in a call center environment.
• Prior experience working in higher education or consultative sales is a plus.

Must be able to work with computers and have an aptitude for and willingness to learn new software applications quickly.

Schedule

The Enrollment Coaching Center schedule is:

• Monday–Thursday: 8:00 AM – 6:30 PM Pacific Time
• Friday: 8:00 AM – 4:30 PM Pacific Time

Incumbent must be available to work during this time as the position may require flexible hours, including occasional weekend and/or evening work.

Pay

The hiring range for this position is $20.00–$23.00 per hour. Offers are determined by a variety of factors, including but not limited to geographical location, knowledge, skills, years and depth of experience, and equity with internal team members.

Benefits

• Health: Medical, dental, and vision coverage with spending account options.
• Work-Life Balance: Remote options, flexible schedules, 1/2 day Fridays (biweekly), generous time off including paid holidays and a paid winter break.
• Financial Security: Life, disability, accident, legal, identity protection, and student debt support.
• Retirement: 403(b) plan with a Roth option. 3% non-elective contribution and up to 6% match for a 9% total employer contribution.
• Education: Tuition discounts for employees and family and Tuition Exchange program with other universities. PSLF eligible employer.
• Wellness: Counseling services, free Calm Health subscription, and year-round wellness programs.