Enrollment Associate I

Please Note: Internal Employees, please access the Career app on the Workday Dashboard homepage to apply for the position.

The University of Massachusetts Global (UMass Global) is a private, nonprofit affiliate of the University of Massachusetts. Accredited by WASC (Western Association of Schools and Colleges), the university offers undergraduate, graduate, credential, and certificate programs designed to be relevant to more than 90 career paths. UMass Global has ranked consistently among the best in the nation by U.S. News and World Report.

At the University of Massachusetts Global, we value the personal health and financial well-being of our employees. With our affordable and flexible benefit packages we aim to provide peace of mind to allow employees to focus on important aspects of their lives. Our benefits include:

Healthcare

Medical, dental, and vision plans - including health and flexible spending accounts - that cover you and your family.

Work-Life Balance

We encourage a healthy work-life balance, that’s why we offer flexible schedules and remote work opportunities. In addition, we provide generous vacation and sick time and 13 paid holidays which includes a winter break.

Financial Protection

For life's unexpected surprises - we provide life and disability insurance, prepaid legal, identity theft, critical illness, accident, and travel assistance. We also have programs to help you manage student debt offered through SAVI. Employees are also eligible for Public Student Loan Forgiveness.

Tuition Remission

We support the educational goals of you and your family by providing tuition discounts at UMass Global and Chapman University.

Wellbeing

24/7 counseling support, through our Employee Assistance Program, and free premium subscription to Calm for you and your dependents! In addition, our Wellness program provides year-round events that bring together our community and promotes employee well-being.

Retirement

Pre-tax and Roth options with a generous match of 6% and additional employer contribution of 3% - totaling 9%!

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.

Remote from Texas, Arizona, or Nevada.

Recruiting in California and Massachusetts only if position job responsibilities warrant it.

NOTE: unless otherwise indicated, work hours are based on Pacific Time.

The hiring range for this position is $18.00 - $24.50 per hour. Offers are determined by a variety of factors, including but not limited to: geographical location, knowledge, skills, years & depth of experience, and equity with internal team members.

TYPE OF SUPERVISION: 

Receive general supervision from the Enrollment Services Manager.

• General Supervision — indicates that the incumbent develops procedures for performance of variety of duties; or performs complex duties within established policy guidelines.

POSITION DUTIES AND RESPONSIBILITIES:  

ESSENTIAL FUNCTIONS: 

• 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..
• Gather and verify information to ensure accuracy of transactions (i.e. account details, name, address, etc.).
• 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

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
• 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
• 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

Special Requirements:

Position may be required to work flexible hours particularly given the need to support students’ or stakeholders’ extended hours of operation and may require occasional weekend and/or evening work.  Applicants for this position are subject to a background check and a criminal history review.

Please Note: Internal Employees, please access the Career app on the Workday Dashboard homepage to apply for the position.

Equal Employment Opportunity – UMass Global is committed to providing an educational and work environment free of unlawful discrimination and harassment in any form. UMass Global prohibits all forms of discrimination and harassment on the basis of  age, race (including hairstyle/texture, protective hairstyles, braids, locks, and twists), color, religion (including religious observance, belief, practice dress and grooming practices), citizenship, pregnancy (including temporary physical or mental limitations related to, affected by, or arising out of pregnancy, childbirth, or any related medical conditions), sex, gender identity, gender expression, transgender status, national origin, ancestry, physical and/or mental disability, legally-protected medical condition, military (past, present or prospective) status, veteran status, marital status, sexual orientation, sexual and reproductive health, genetic information, or any other characteristic protected by local, State or Federal law.

Reasonable Accommodation – UMass Global provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the recruitment department at recruiting@umassglobal.edu.

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