Enrollment Coach I (Remote in Texas)

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 supporting prospective students through their initial inquiry, application, and admission phase. This position utilizes a consultative sales approach to understand the prospective student’s needs, determine whether the University will meet their educational goals, and if appropriate, make a compelling recommendation for them to attend the University. This individual helps to facilitate the enrollment process by making frequent phone contacts with the prospective student, by connecting the prospective student with relevant campus personnel (e.g. Academic Advisors and One-Stop Specialists), and by overcoming prospective student objections when appropriate.

New hires must be fully vaccinated against COVID-19 (including any boosters recommended by the CDC) and demonstrate proof of vaccination upon hire unless you are exempt from this requirement under state law or have an approved medical or religious accommodation.

UMass Global employees are eligible to participate in a voluntary hybrid flexible work arrangement benefit (remote work) with approval of their supervisor, through the University’s Voluntary Flexible Work Arrangement Program.

The hiring range for this position is $21.77 - $29.67 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.

T

TYPE OF SUPERVISION:

Receive supervision from the Enrollment Services Manager.

• Supervision — indicates that the incumbent performs a variety of routine duties within established policies and procedures or by referral to the supervisor’s guidelines.

POSITION DUTIES AND RESPONSIBILITIES:

ESSENTIAL FUNCTIONS:

Percentage

• Responsible for converting prospective students from point of inquiry through registration/matriculation and onto a University student. Must be comfortable with having your phone activity and overall performance measured. Utilize consultative sales processes to support students and overcome objections.
• Serve as the primary point of contact for prospective students and help them navigate through the enrollment process while maintaining a high level of customer service throughout all interactions.
• Communicate the University’s unique value proposition in a compelling and personalized fashion to all prospective students.
• Advise the prospective student on suitable programs in accordance with their goals and experience. Effectively communicate program requirements to prospective students.
• Create and maintain an accurate roster of prospective students in the CRM to assist with outreach record management. Provide regular feedback to the Enrollment team regarding issues, questions, and barriers students face.
• Work in collaboration as part of the team responsible for recruiting and enrolling students.

95%

• Perform other duties, as assigned.

5%

TOTAL

100%

POSITION SPECIFICATIONS AND REQUIREMENTS:

EDUCATION, EXPERIENCE, CERTIFICATION AND/OR LICENSES:

• Bachelor’s degree, or equivalent combination of education and experience.
• 1 to 3 years of experience related to admissions, coaching, customer experience, or sales.

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:

• Exceptional interpersonal skills, which can work effectively with a diverse group of constituencies
• Experience maintaining accurate records in a CRM and/or other student databases
• Ability to work autonomously with a high level of initiative in order to achieve enrollment results. Good time management and prioritization skills
• Comfortable being measured on enrollment targets and performance metrics
• Ability to work effectively as a member of a team
• Flexibility – the ability to thrive in a dynamic, growing, and evolving organization
• Good communication, both written and verbal
• Working knowledge of consultative sales
• Student-focused
• Personalized service/attention, responsive
• Empowering
• Coachable; accepts and implements feedback; can accept other viewpoints
• High integrity
• Able to clearly articulate or present their point-of-view
• Self-disciplined; focused; solution-oriented
• Ability to plan, prioritize and organize effectively
• Optimistic, positive, resilient

Machines, Tools, Equipment, Electronic Devices and Software: Personal computer and intermediate knowledge of Microsoft Office Suite, including word, excel, and outlook.

Contact with Students: Frequent

Contact with Faculty and/or Staff: Occasional

Contact with Community and Vendors: Occasional

SPECIAL REQUIREMENTS:

Working conditions are normal for an office environment. Position may be required to work flexible hours particularly given campuses’ 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, ancestry, color, religious creed (including religious dress and grooming practices), disability (mental and physical), marital status, medical condition, genetic information, military and veteran status, national origin (including language use restrictions), race, sex (including pregnancy, childbirth, breastfeeding, and/ related medical conditions), gender, gender identity, gender expression, sexual orientation, 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.