Competitive compensation and benefits promote your health and well-being. UMass Globa embraces inclusion, promotes corporate responsibility, and applies sustainable practices on the job and in the office.

Exceptional Benefits

At the University of Massachusetts Global, we value the personal health and financial well-being of our employees. Our affordable and flexible benefits packages truly encompass our mission and values by giving our employees peace of mind to allow them to focus on their professional development and other important aspects in their lives. Our benefits include:

• Employee Assistance Program (EAP)

• Wellness Programs (Physical and Mental Health Challenges, Campus Events)

• Robust and comprehensive Retirement Plan (Basic, Supplemental, Roth options)

• Professional development through online learning and training tools

• Service/Recognition awards

• Paid time off

Responsible for handling inbound and outbound calls, as well as chat inquiries, to provide prospective students with product and service information pertaining to the university’s programs and admission requirements. Enrollment Associates help facilitate the enrollment process by building rapport, answering questions, providing guidance and support to resolve objections/challenges, and thoroughly updating key contact information using information technology systems.

New hires must be fully vaccinated against COVID-19 (including any boosters recommended by the CDC) and demonstrate proof of vaccination upon hire unless you are exempt from this requirement under state law or have an approved medical or religious accommodation.

UMass Global employees are eligible to participate in a voluntary hybrid flexible work arrangement benefit (remote work) with approval of their supervisor, through the University’s Voluntary Flexible Work Arrangement Program.

The hiring range for this position is \(19.75 - \)26.88 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.

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:

Percentage

• Generate an engaging rapport with a high-volume of prospective students by providing excellent customer service in all interactions with potential students; represent the University 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.

95%

• Perform other duties, as assigned

5%

TOTAL

100%

POSITION SPECIFICATIONS AND REQUIREMENTS:

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong understanding of the 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 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.

Equal Employment Opportunity - University of Massachusetts 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, ancestry, color, religious creed (including religious dress and grooming practices), disability (mental and physical), marital status, medical condition, genetic information, military and veteran status, national origin (including language use restrictions), race, sex (including pregnancy, childbirth, breastfeeding, and/ related medical conditions), gender, gender identity, gender expression, sexual orientation, 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 [email protected].