Remote Enrollment Success Counselor

Trellis; Round Rock (TX); Remote; USD 35,000 - 60,000; Full time

Benefits offered by this job

Corporate Annual Incentive

Paid Holidays

Health, dental, vision and retirement

Job summary

Trellis is seeking a Student Success Counselor to reach college students and prospective students, encouraging enrollment and continued engagement. You will handle high-volume calls and texts, assess credentials, and guide students toward credential programs that align with regional needs.

You will serve as the primary contact, offering support and basic guidance, while coordinating with colleges for enrollment steps and transfer options. Remote work is available.

Qualifications

• Strong communication, numerical, analytical, critical thinking, and decision-making skills.
• Adapt to change, prioritize, and handle multiple tasks within prescribed timeframe and performance standards.
• Knowledge of college application procedures and transfer credit concepts
• Knowledge of using Microsoft Office products
• Resourceful self-starter and goal oriented
• Effective time management and prioritization in a multi-tasking job
• Maintains a positive disposition on high volume phone calls for several hours per day
• Follows approved operational guidelines, scripts, and escalation procedures
• Demonstrated sound judgment to make good customer service decisions
• Skilled in utilizing AI-enabled tools and technologies to improve efficiency, enhance work quality and outcomes, and support innovation and continuous process improvement

Responsibilities

• Conduct outbound and inbound phone calls and text messages to identified populations as delegated by Trellis.
• Assess students’ prior educational and work experiences to identify suitable credential programs aligned with regional labor market needs.
• Assist students in navigating barriers to re-enrollment and facilitate their transfer to institutions for application and enrollment.
• Assist with the preparation of required enrollment documentation per college guidelines.
• Provide guidance to help students make informed decisions about their educational pathways and refer students to the Trellis Retention Coach(s) when applicable.
• Maintain contact with students through their first day of classes to ensure a smooth transition.
• Adhere to approved call scripts and compliance guidelines.
• Provide consistent high-quality customer service to students.
• Assist with e-mail and text message communication using approved methods and technologies.
• Document call outcomes and maintain data as directed by department management.
• Maintain knowledge of Trellis and college privacy regulations to ensure the privacy of students.
• Participate in training and other learning opportunities to ensure compliance and expand knowledge of company, position, and process.
• Evaluate, adopt, and apply AI-enabled technologies to support strategy, improve workflow efficiency, automate routine tasks, and enhance data-driven decision making.

Skills

Strong communication

Numerical

Analytical thinking

Critical thinking

Decision-making

Adaptability

Microsoft Office

Time management

Customer service mindset

AI-enabled tools usage

Education

High school diploma or equivalent

Associate degree or higher

Tools

Microsoft Office

Job description

Trellis is seeking a Student Success Counselor to reach college students and prospective students, encouraging enrollment and continued engagement. You will handle high-volume calls and texts, assess credentials, and guide students toward credential programs that align with regional needs.

You will serve as the primary contact, offering support and basic guidance, while coordinating with colleges for enrollment steps and transfer options. Remote work is available.