Enrollment Counselor

Western Governors University; Oregon; Hybrid; USD 31,000 - 45,000; Full time

Benefits offered by this job

Bonuses

Health insurance

Tuition discount

Paid time off

Parental leave

Wellbeing program

Job summary

Western Governors University is hiring Enrollment Counselors to guide prospective students from inquiry to first day. You will listen, understand needs, and help applicants take the next confident step using a blend of human guidance and AI/self-service tools.

You'll work across time zones with a schedule 8 a.m.–7 p.m. local time and leverage CRM systems like Salesforce to keep accurate records while supporting multiple channels (phone, chat, text, email).

Qualifications

• Bachelor's degree required.
• 2+ years of customer service or consultative sales experience.
• Multitask across phone, email, text, chat and other channels in a fast-paced environment.

Responsibilities

• Guide prospective students through enrollment with empathy and personalized support.
• Support students using AI agents and self-service tools with human guidance when needed.
• Build relationships through active listening and encouragement.
• Explain programs, enrollment steps, and requirements clearly.
• Match student goals to the right program and manage expectations.

Skills

Active listening

Empathy

Excellent communication

Multitasking across channels

Problem solving

Adaptability

Coaching mindset

Tech-savvy

Education

Bachelor's degree

Tools

Salesforce

Microsoft Office

Job description

If you're passionate about building a better future for individuals, communities, and our country—and you're committed to working hard to play your part in building that future—consider WGU as the next step in your career.Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

Grade: Services 206Pay Range: $22.64 - $32.83

Job Description

At WGU, we believe education should be within reach for everyone. As an Enrollment Counselor, you'll guide prospective students from their first question to their first day. Some will be returning to school after years away, some will be balancing work and family, and many will be the first in their family to earn a degree. Your job is to listen, understand what each person needs, and help them take the next step with confidence.This role blends human connection with modern technology. Students increasingly start their journey with AI agents and self-service tools, and you'll step in with the personal guidance and encouragement that only a person can give.

Schedule and time zone

We're hiring Enrollment Counselors across all U.S. time zones (ET, CT, MT, and PT). You'll be expected to work within your time zone, with a schedule that falls between 8 a.m. and 7 p.m. local time.

What you’ll do:

• Guide prospective students through enrollment with empathy and personalized support, meeting each person where they are
• Support students who are using AI agents and self-service tools, adding human connection and one-on-one guidance when they need it
• Build genuine relationships through active listening and encouragement
• Explain WGU programs, enrollment steps, and requirements in clear, everyday language
• Help students set realistic expectations about the WGU experience and culture
• Partner with students to match their academic and career goals to the right program
• Answer questions and resolve concerns with patience, escalating complex issues when appropriate
• Stay current on WGU programs, policies, and processes so your guidance is always accurate
• Keep accurate records of student interactions and progress across multiple systems, including our CRM
• Follow all WGU and U.S. Department of Education standards and policies
• Share feedback and ideas that improve the student experience
• Support your team through collaboration, a positive attitude, and a commitment to continuous improvement
• Travel to 1-2 work events per year

What you’ll bring:

• Excellent verbal and written communication, with real care for the people you help
• Strong active listening and the ability to build trust with students from all backgrounds
• Comfort moving between calls, chat, text, IM, and email throughout the day without losing quality
• Experience with CRM systems such as Salesforce, and eagerness to learn new tools, including AI-enhanced ones
• Problem-solving skills, comfort with ambiguity, and good judgment about when to escalat[e]
• A flexible communication style that adapts to each student
• Self-motivation, attention to detail, and follow-through on your commitments
• Openness to coaching and a drive to keep improving
• Energy for a fast-moving, tech-enabled environment where change is constant
• A commitment to living the WGU Leadership Principles

Minimum qualifications:

• Bachelor's degree
• 2+ years of customer service or consultative sales experience
• Demonstrated ability to multitask across communication channels and software, including phone, email, text, chat, and Microsoft Office

Preferred qualifications:

• Experience working in higher education, ideally at an online institution
• Contact center experience, including managing high volumes of calls, chats, and texts

Experience in lieu of education: Equivalent relevant experience can substitute for the degree requirement, generally 1 year of experience for each year of education, at the hiring manager's discretion.#LI-NB1

#LI-NB1Position & Application Details Full-Time Regular Positions (classified as regular and working 40 standard weekly hours):

This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.