Enrollment Associate

UMass Global; Northern (KY); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Remote options

Flexible schedules

Paid holidays

Tuition discounts for employees

403(b) plan with match

Wellness programs

Job summary

UMass Global is seeking an Enrollment Associate to handle inbound/outbound calls and chat inquiries, guiding prospective students through admissions and enrollment. You will build rapport, answer questions, and update contact information using CRM systems.

A strong listener with excellent communication skills helps overcome objections and drive successful outcomes. The role supports flexible hours, including some evenings and weekends, with opportunities for remote work and professional growth

Qualifications

• Associate’s degree or equivalent combination of experience and education.
• 1 year of call center or customer service experience preferred.
• Experience in higher education or consultative sales is a plus.
• Willingness to learn new software applications quickly.

Responsibilities

• Generate engaging rapport with a high-volume number of prospective students.
• Act as a subject matter expert when addressing objections.
• Provide information on admissions processes and requirements by phone and internet.
• Manage difficult calls with minimal escalation.
• Follow up with callers to ensure high levels of service.
• Verify and input accurate account information in CRM systems.

Skills

Listening

Communication

Customer service

Typing 25 wpm

Consultative selling

Education

Associate’s degree

Tools

CRM software

Job description

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. 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. 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
• Makes clear mention of 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

SPECIAL REQUIREMENTS

• The Enrollment Coaching Center Schedule is: Monday-Thursday: 8:00 AM – 6:30 PM pacific time Friday: 8:00 AM – 4:30 PM pacific time Incumbent must be available to work during this time as 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.

BENEFITS AND PERKS

• Health: Medical, dental, and vision coverage with spending account options.
• Work-Life Balance: Remote options, flexible schedules, 1/2 day Fridays (biweekly), generous time off, including paid holidays and a paid winter break.
• Financial Security: Life, disability, accident, legal, identity protection, and student debt support.
• Retirement: 403(b) plan with a Roth option. 3% non-elective contribution and up to 6% match for a 9% total employer contribution!
• Education: Tuition discounts for employees and family and Tuition Exchange program with other universities. PSLF eligible employer.
• Wellness: Counseling services, Free Calm Health subscription and year-round wellness programs.

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 [e-mail].

Join UMass Global Help working adults change their lives through accessible, inclusive, and transformative education built for real life.

As a private, nonprofit affiliate of the University of Massachusetts, we pair academic excellence with flexibility for today’s learners.

Careers With Impact

At UMass Global, your work supports adult students who are advancing their careers, families, and communities through education. You’ll be part of a mission-driven team helping them reach their goals. Our Values in Action Collaboration, integrity, innovation, and a focus on student success guide how we support one another.

Benefits and Flexibility

Team members enjoy competitive benefits and resources that support their wellbeing, professional growth, and work–life integration. Many roles offer flexible or remote-friendly arrangements that reflect the same real-life adaptability we provide our students.

Equal Opportunity

UMass Global is committed to an educational and work environment free of unlawful discrimination and harassment. All qualified applicants receive consideration for employment without regard to protected characteristics under applicable law.