Enrollment Support Specialist - Hybrid

PLNU is a Christian liberal arts university in the evangelical, Wesleyan tradition, offering quality undergraduate, graduate and professional programs. We provide higher education in a vibrant Christian environment where minds are engaged and challenged, character is modeled and formed, and service is an expression of faith. PLNU is an institution that is committed to reflecting the rich diversity of God’s kingdom. We therefore encourage applications from culturally diverse candidates.

Benefits:

We are pleased to offer attractive benefits and resources. This includes benefits such as health, dental, tuition benefits for employees and dependents, competitive retirement matching, vacation and sick time, and 15 paid holidays per year. In addition, we have many opportunities to engage with our community including staff chapel and a robust wellness program.

Job Summary:

The Graduate and Accelerated Undergraduate (AUG) Contact Center serves as the front line of the admissions experience, playing a critical role in guiding prospective students from initial inquiry through early stages of the enrollment process. Operating in a fast-paced, high-volume environment, the team is responsible for delivering a responsive, student-centered experience that supports both service excellence and enrollment outcomes.
The Enrollment Support Specialist (ESS) is responsible for engaging prospective students, assessing readiness and fit, and facilitating movement through the enrollment funnel—from inquiry to qualification to scheduled appointment. This role requires a strong understanding of admissions processes, the ability to manage and prioritize leads strategically, and the execution of timely, high-quality communication across multiple channels.
The ESS plays a key role in maintaining speed-to-lead performance, ensuring accurate data management within CRM systems, and creating a seamless transition to Admissions and Enrollment Counselors. This position combines relationship-building, operational execution, and systems navigation to support both individual performance goals and overall contact center success.

Location: Hybrid (Remote + Mission Valley campus)

Salary:
Pay range $22.64 - $24.45 per hour
Actual salary offered is determined by the candidate’s experience, education, skills, and other factors, including internal equity and university funding resources.

Job Status:

Full time

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Job Description:

This role is designed for a proactive, student-centered professional who thrives in a metrics-driven environment. The Enrollment Support Specialist demonstrates strong ownership of daily workflows, effectively balances high-volume engagement with personalized interactions, and contributes to a collaborative team focused on achieving enrollment goals.

Responsibilities

• Engage prospective students through phone, email, text, and chat to build rapport, understand goals, and guide them through the early stages of the admissions process

• Apply lead qualification strategies to assess student readiness, prioritize outreach, and align engagement efforts with enrollment objectives

• Deliver accurate, clear, and timely information about programs, admissions requirements, and next steps, reflecting strong institutional and program knowledge

• Maintain consistent speed-to-lead and follow-up practices to ensure timely engagement with new and existing inquiries

• Schedule appointments and facilitate effective warm transfers to Admissions/Enrollment Counselors, ensuring a seamless student experience

• Utilize CRM systems to accurately track student interactions, manage follow-up workflows, and maintain data integrity

• Manage a high volume of concurrent tasks, including calls, messaging, scheduling, and documentation, while maintaining quality and attention to detail

• Meet and maintain key performance metrics including contact rates, appointments scheduled, lead conversion, and engagement outcomes

• Support informational events and outreach initiatives as needed

• Collaborate with team members and leadership to improve processes, share insights, and enhance the overall student experience

Qualifications

• Demonstrated understanding of the admissions lifecycle, including inquiry management, lead qualification, and appointment setting

• Experience working with CRM systems (Salesforce, TargetX, Slate, or similar) and maintaining accurate data and follow-up workflows

• Strong verbal and written communication skills, with the ability to adapt messaging across multiple platforms and audiences

• Proven ability to build rapport, engage effectively with prospective students, and provide a high-quality, student-centered experience

• Ability to manage time, prioritize tasks, and execute consistently in a fast-paced, high-volume environment

• Comfortable navigating multiple systems simultaneously while maintaining accuracy and efficiency

• Strong attention to detail and commitment to data integrity and process execution

• Ability to work independently while contributing to a collaborative, team-oriented environment

• Flexibility to work occasional evenings and weekends

• Evidence of Christian commitment and active church involvement. In addition, staff agree to live in agreement with PLNU’s Community Life Covenant. 

• ​The job offer is contingent on the successful completion of a background check. PLNU  will consider qualified applicants, including those with criminal histories, in a manner consistent with state and local "Fair Chance" laws.

Core Competencies & Attributes

• Mission-Aligned: Demonstrates commitment to PLNU’s Christ-centered mission and represents the university with authenticity and integrity

• Student-Centered & Empathetic: Prioritizes the student experience, approaching interactions with care, patience, and understanding

• Proactive & Self-Motivated: Takes initiative in managing workload, following up with students, and supporting team priorities

• Adaptable & Resilient: Thrives in a dynamic environment and adjusts quickly to changing priorities, processes, and student needs

• Detail-Oriented & Accurate: Maintains precision in communication, scheduling, and CRM documentation

• Team-Oriented & Collaborative: Contributes to a positive team culture and works toward shared goals

• Professional & Accountable: Demonstrates consistency, reliability, and professionalism in all interactions

Physical Requirements

• Ability to sit and work at a computer for extended periods

• Frequent use of phone, video conferencing, and computer systems

• Ability to communicate effectively via phone, Zoom, and in person

• Occasional standing, lifting (up to 50 lbs)

• Able to drive from one location to another.

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At PLNU, we believe in pursuing calling together. Deep and meaningful relationships between students, faculty, and staff is vital in nurturing our shared community and expressing God’s love. We are looking for enthusiastic candidates to join us in empowering our students to reach their greatest personal, spiritual and professional potential. 

Point Loma Nazarene University does not discriminate on the basis of race, color, national origin, sex, age, disability or status as a veteran in any of its policies, practices or procedures.