Enrollment Associate

Location
Portland, Oregon
Posted
Apr 27, 2017
Institution Type
Four-Year Institution

Brandman University is seeking bright, motivated and personal individuals to join our valued coaching center team.  Under direct supervision from the Assistant Director of Enrollment Services, the Enrollment Associate is 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. The ideal candidate will be a team player, results-oriented, and customer centric and will have strong communication and listening skills.

TYPE OF SUPERVISION RECEIVED:  Direct guidance and supervision from the Assistant Director of Enrollment Services

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 Brandman 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
  • Respond to inbound calls 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
  • Other duties as assigned


POSITION SPECIFICATIONS AND REQUIREMENTS:

Special Conditions of Employment:  Working conditions are normal for an office environment. Work may require occasional weekend and/or evening work.  Need to be able to work flexible hours particularly given campuses’ extended hours of operation.  Applicants for this position are subject to a background check.

 

Required Skills, Experience and Other Qualifications: 

  • Prior call center or customer service experience in a call center environment
  • Prior experience working in direct sales, or consultative sales is a plus
  • Ability to thrive and adapt in a fast-changing environment
  • Ability to speak clearly and with good dictation
  • Ability to listen effectively
  • Ability to learn and understand product details at a consumer level
  • Polite and understandable telephone etiquette
  • Capacity to emphasize with other’s situations
  • Aptitude to demonstrate self-control while engaging in difficult conversations
  • Ability to type 25+ wpm
  • Higher education experience a plus
  • Demonstrate excellent communication skills, both orally and in written form
  • Ability to work flexible hours, including evenings and weekends

 

Knowledge and Education:

Required:

  • Associate degree required
  • Bachelor degree desired
  • Must be fluent in English