Enrollment Associate I (Temporary)

About the role

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 10am to 3pm (PST). Job Description 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 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 Contact with Students: Frequent Contact with Faculty and/or Staff: Occasional Contact with Community and Vendors: Occasional Special Requirements: 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. Incumbents in this role must be