Enrollment Associate

Please Note: Internal Employees, please access the Jobs Hub in Workday to apply for the position.

ABOUT US

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 has a long track record of online innovation. Students across 49 states and internationally can upskill, reskill, and move forward without putting life on hold through technology-enabled, real-world learning.​ With 55+fully online, career-focused programs designed around the realities of work, family, and constant change, we remain ever-focused on developing future-ready learners who can thrive in a rapidly shifting world.

This 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.

In order to collaborate with nationally distributed colleagues. 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. TYPE OF SUPERVISION:

Receive general supervision from the Enrollment Services Manager.
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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 t