Enrollment Coach

Please Note: Internal Employees, please access the Jobs Hub app on the Workday Dashboard homepage to apply for the position.

The University of Massachusetts Global (UMass Global) is a private, nonprofit affiliate of the University of Massachusetts. Accredited by WASC (Western Association of Schools and Colleges), the university offers undergraduate, graduate, credential, and certificate programs designed to be relevant to more than 90 career paths. UMass Global has ranked consistently among the best in the nation by U.S. News and World Report.

Responsible for supporting prospective students through their initial inquiry, application, and admission phase. This position utilizes a consultative sales approach to understand the prospective student’s needs, determine whether UMass Global will meet their educational goals, and if appropriate, make a compelling recommendation for them to attend UMass Global. This individual helps to facilitate the enrollment process by making frequent phone contacts with the prospective student, by connecting the prospective student with relevant campus personnel (e.g. Academic Advisors and One-Stop Specialists), and by overcoming prospective student objections when appropriate.

#UMASSGLOBAL

TYPE OF SUPERVISION: 

Receive supervision from the Enrollment Services Manager.

Supervision — indicates that the incumbent performs a variety of routine duties within established policies and procedures or by referral to the supervisor’s guidelines.

POSITION DUTIES AND RESPONSIBILITIES:  

ESSENTIAL FUNCTIONS: 

Coach Essential Functions

• Responsible for converting prospective students from point of inquiry through registration/matriculation and onto a UMass Global student. Must be comfortable with having your phone activity and overall performance measured. Utilize consultative sales processes to support students and overcome objections.
• Serve as the primary point of contact for prospective students and help them navigate through the enrollment process while maintaining a high level of customer service throughout all interactions.
• Communicate UMass Global's unique value proposition in a compelling and personalized fashion to all prospective students.
• Advise the prospective student on suitable programs in accordance with their goals and experience.  Effectively communicate program requirements to prospective students.
• Create and maintain an accurate roster of prospective students in UMass Global's CRM to assist with outreach record management. Provide regular feedback to the Enrollment team regarding issues, questions and barriers students face.
• Work in collaboration as part of the team responsible for recruiting and enrolling students.
• Perform other duties as assigned.

POSITION SPECIFICATIONS AND REQUIREMENTS:

EDUCATION, EXPERIENCE, CERTIFICATION AND/OR LICENSES:

• Bachelor’s degree, or equivalent combination of education and experience.
• One to three years of experience related to admissions, coaching, customer experience, or sales is required.

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:

• Exceptional interpersonal skills, which can work effectively with a diverse group of constituencies
• Experience maintaining accurate records in a CRM and/or other student databases
• Ability to work autonomously with a high level of initiative in order to achieve enrollment results.  Good time management and prioritization skills
• Comfortable being measured on enrollment targets and performance metrics
• Ability to work effectively as a member of a team
• Flexibility – the ability to thrive in a dynamic, growing, and evolving organization
• Good communication, both written and verbal
• Working knowledge of consultative sales
• Student-focused
• Personalized service/attention, responsive
• Empowering
• Coachable; accepts and implements feedback; can accept other viewpoints
• High integrity
• Able to clearly articulate or present their point-of-view
• Self-disciplined; focused; solution-oriented
• Ability to plan, prioritize and organize effectively
• Optimistic, positive, resilient

MACHINES, TOOLS, EQUIPMENT, ELECTRONIC DEVICES, SOFTWARE, OTHER: Strong technical and computer skills.  Must have 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

This position is a remote position located in the United States. 

Remote work from any of the following states: Texas.

Unless otherwise indicated, work hours are based on Pacific Time (PST). Employees must be available to work between the hours of 800am-630pm PST

Please note: UMass Global does not sponsor work visas for this position. Applicants must be legally authorized to work in the United States without employer sponsorship, both now and in the future.

The hiring range for this position is $23.00 - $25.90 per hour. Offers are determined by a variety of factors, including but not limited to geographical location, knowledge, skills, years & depth of experience, and equity with internal team members.

SPECIAL REQUIREMENTS

Position may be required to work flexible hours particularly given campuses’ extended hours of operation and may require occasional weekend and/or evening work.  All applicants are subject to a background check and criminal history review.  Working conditions are normal for an office environment.

At the University of Massachusetts Global, we support your total well-being with flexible and meaningful benefits:

• Health: Medical, dental, and vision coverage with spending account options.

• Work-Life Balance: Flexible schedules, 1/2 day Fridays (biweekly), remote options, generous time off, and a paid winter break.

• Financial Security: Life, disability, and supplemental insurance, legal and identity protection, and student debt support.

• Retirement: 403(b) plan with a Roth option. 3% non-elective contribution and up to a 6% match for a 9% total employer contribution!

• Education: Tuition discounts for employees and family and Tuition Exchange program with other universities.

• Wellness: Counseling services, Calm app access, and year-round wellness programs.

Please Note: Internal Employees, please access the Jobs Hub app on the Workday Dashboard homepage to apply for the position.

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 recruiting@umassglobal.edu.