Enrollment Associate I (Temporary)

About the role

The position is open to candidates who currently reside in one of the following approved states from which the role may be performed remotely: 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 10am to 3pm (PST).

Position Duties And 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 (KPI’s);
• 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.

Position Specifications And Requirements

• Essential Knowledge, Skills, and Abilities:
• strong understanding of UMass Global University and its history, student population, and departments;
• strong listening skills;
• strong skill in all segments of a consultative sales call and coaching conversations;
• demonstrate excellent communication skills, both orally and in written form; ability to communicate across differences;
• polite and understandable telephone etiquette;
• capacity to emphasize with other’s situations;
• aptitude to demonstrate self-control while engaging in difficult conversations;
• demonstrate 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;
• work flexible hours, including evenings and weekends.

The ideal candidate will be a team player, results-oriented, customer-centered and will have strong communication and listening skills.

Education, Experience, Certification And/Or Licenses

• Associate’s degree, or equivalent combination of experience and education;
• one year call center or customer service experience preferably in a call center environment;
• prior experience working in higher education, or consultative sales is a plus.

Machines, Tools, Equipment, Electronic Devices and Software

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

Contact with Students

• Frequent Contact with Faculty and/or Staff: Occasional;
• Contact with Community and Vendors: Occasional.

Benefits And Perks

• 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.