Enrollment Associate I (Temporary)

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.

Incumbents in this role must be available for scheduling during ECC hours:

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