Enrollment Associate
$41,600–$47,840 year
RemoteArizona, United States or Texas, United States
Job Summary
Generate an engaging rapport with a high volume of prospective students by providing excellent customer service via inbound and outbound calls, chat inquiries, and scripted resale efforts. Act as a subject matter expert to answer questions, provide guidance on admissions processes, and resolve objections while managing difficult situations with minimal escalation. Gather and verify information to ensure accuracy of transactions, then access and input data into complex computer and CRM systems to update account history and documentation. Consult with callers to determine the best resources and follow up as necessary to ensure high levels of customer service. This role supports the university's mission to help working adults change their lives through flexible, high-quality education.
Required Qualifications
- 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
- 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
- Capacity to emphasize with other's 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
- Must be able to work with computers and an aptitude for and willingness to learning new software applications quickly
- Must be available for collaboration during core hours from 9am to 1pm (PST)
- Applicants for this position are subject to a background check and a criminal history review
- Incumbent must be available to work during the Enrollment Coaching Center Schedule: Monday–Thursday: 8:00 AM – 6:30 PM pacific time Friday: 8:00 AM – 4:30 PM pacific time
- Must 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
Desired Qualifications
- Prior experience working in higher education, or consultative sales is a plus
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