Applications Specialist

Graduation Solutions LLC; Gilbert (AZ); On-site; USD 42,000 - 65,000; Full time

Job summary

Graduation Solutions LLC in Gilbert, AZ seeks an Application Specialist to guide prospective students through the application and registration process. This role involves high-volume outbound and inbound outreach, following an approved script, and ensuring accurate data capture so applications move forward without errors in a timely manner.

The position emphasizes clear, supportive student interactions, daily enrollment goal attainment, and precise documentation across calls, texts, and emails

Job description

Description

Role Type: Individual Contributor (high-volume outreach + registration execution)

Role Purpose: The Application Specialist is responsible for guiding prospective students through the application and registration process with clarity, accuracy, and urgency. This role executes high-volume outbound and inbound outreach, follows the approved script and required registration fields, and ensures each student interaction is documented correctly, so applications move forward without errors, delays, or rework.

The Application Specialist plays a critical role in meeting daily enrollment goals while delivering a clear, supportive student experience that avoids overwhelming.

Core Responsibilities

1) Student Outreach & Registration Execution

• Conduct outbound and inbound communication with prospective students via calls, texts, and email.
• Maintain a steady call flow that supports a smooth ~15-minute registration conversation.
• Follow the approved script and required questions on every interaction.
• Guide students through registration completion accurately and efficiently.
• Confirm understanding of next steps before ending each interaction.

2) Daily Productivity & Pacing

• Meet or exceed daily outreach and registration expectations.
• Maintain consistent effort throughout the day rather than batching late-day activity.
• Balance speed with accuracy to prevent rework, errors, or student confusion.
• Stay focused on priority outreach queues as assigned.

3) Quality Control & Compliance

• Ensure every registration includes required and accurate information
• Physical address required (PO Box allowed only as mailing address where permitted).
• Proof of residency requirements met or properly flagged.
• Correct handling of McKinney-Vento exceptions when applicable.
• Complete duplicate checks prior to registration submission.
• Create correct cases with proper subject line usage.
• Document clear, complete notes including outcomes and next steps.
• Immediately elevate compliance concerns or unclear situations.

4) Documentation & Systems Accuracy

• Document all calls, texts, emails, and outcomes in the system by the end of the interaction.
• Ensure notes are accurate, concise, and actionable.
• Maintain clean statuses and follow-up indicators.
• Correct errors promptly when identified.
• Clear, compliant documentation with no missing required fields.

5) Communication & Team Alignment

• Acknowledge updates, changes, or instructions posted by leadership.
• Ask clarifying questions early when unsure rather than guessing.
• Collaborate respectfully with peers and Team Leads to maintain workflow consistency.

Key Performance Indicators (KPIs)

• Daily Production Minimums
• 85 calls per day, maintaining 80% of current metrics
• 3-5 registrations per day maintaining 80% of minimum current metrics
• Maintain 100% script adherence and quality documentation on every contact.
• Quality & Efficiency Indicators based on Dialpad 90%
• Ensure accurate registration completion
• Minimal >5% duplicate registrations or case errors.
• 95% 24 Hour follow-up on lead completion.

Authority & Escalation Guidelines

Application Specialist Can:

• Execute outreach and registrations independently within established scripts and processes.
• Clarify minor student questions using approved guidance.
• Flag system or process issues promptly.
• Escalate to Team Lead or Manager:
• Unclear eligibility or compliance scenarios.
• Parent or student complaints requiring leadership involvement.
• System issues blocking registration completion.
• Repeated student confusion or process breakdowns.

Strengths Needed for the Role

• Calm, professional communication in a high-volume environment.
• Strong attention to detail and process discipline.
• Ability to maintain pace while delivering supportive student experience.
• Accountability for both activity and outcomes.
• Comfort receiving coaching and adjusting quickly.

What "Great" Looks Like

• Registrations are completed accurately the first time.
• Students feel informed, supported, and not overwhelmed.
• Daily call and registration goals are met consistently.
• Minimal rework due to missing information or errors.
• The Applications team operates smoothly with predictable, steady performance.

LIST OF REQUIREMENTS

The physical requirements outlined herein are representative of those necessary for an employee to effectively perform the essential functions of this role. During employment, the employee will regularly need to communicate verbally and listen attentively. Throughout an 8-hour shift, employees are frequently required to sit, stand, walk, kneel, crouch, stoop, balance, and climb. The role may involve repetitive motions, as well as lifting and carrying objects weighing up to twenty-five pounds. Additionally, employees will need to reach with their hands and arms, utilize their hands for fingering, handling, or feeling, and frequently view computer or handheld screens for extended periods. Headsets must be worn as a job requirement. Some travel may be required.

DISCLAIMER

This job description is intended to provide a general overview of the nature and level of work associated with this position. It is not exhaustive and should not be interpreted as a complete list of all duties, responsibilities, or qualifications necessary for performing this role. Occasional evening and weekend work may be required based on the demands of the job. If you have any questions or need further clarification, please consult your immediate supervisor.

Must be able to obtain and or provide a valid Arizona Fingerprint Clearance card.