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Capella Campus Enrollment Counselor (Orlando or Atlanta)

Employer
Strayer University
Location
Cedar Hill, TX

View more

Administrative Jobs
Institutional & Business Affairs, Admissions & Enrollment
Employment Type
Full Time
Institution Type
For-Profit
Employment Type: Full-time
Posted data: 2019-04-08
Req: R07011

Associate Enrollment Counselor Description (Capella Campus Center)

This is a consultative position that serves as primary counsel to Capella’s prospective learners, educating prospects about online degree programs, career outcomes, financing, and licensure matters, while helping to clarify key decision-points and solution alternatives which align with needs of the individual. AEC’s utilize consultative relationship building skills, a mastery of highly complex educational program offerings, and a strong achievement- orientation to promote Capella in a passionate yet transparent manner, ensuring we are meeting the needs of our learners.

This role is responsible for counseling the prospective learner through the full lifecycle of the enrollment process. This entails initial relationship development, exploration of needs and personalized solution offerings, navigating the decision-making and application process, and asking for the business when appropriate in addition to effectively preparing the learner for long-term success.

As the dedicated resource, this process involves multiple interactions, often over an extended period of time. It requires developing an advanced understanding of the lead and application process, of the systems and tools necessary for navigating and managing workflow and pipeline, and of how to help prospects make fully informed decisions on how to achieve their educational objectives.

Responsibilities

•Utilizing organization and forecasting methodology to build and manage a strong pipeline.

 This entails multiple points of contact per individual learner to help identify correct educational solutions.

•Guiding prospects through Capella’s consultative enrollment process: qualifying readiness and fit, investigating and discovering needs, understanding motivations, presenting features and financing options, recommending programs and customized solutions, asking for the business when appropriate and always listening to the needs of the learner.

•Typical day will involve continuous customer interaction throughout the majority of the day on the phone or via chat, social media & email; all customer contact.

Individual inquiries will be focused on our degree (Bachelor, Master, or PhD) programs. A variety of service standards are measured such as availability, talk time, adherence to contact strategy &  protocols, pipeline management, backlog, record keeping, forecasting, etc.

•Leveraging automation tools and complex software applications to manage learner data.

•Committing to continuous training and development to become experts on a dynamic, evolving product offering. Establishing credibility is essential and Enrollment Counselors are responsible for utilizing extensive product knowledge.

•Team participation: Counselors are expected to operate as a team, dedicated to meeting customer expectations and reinforcing a high quality, end-to-end  learner experience. This entails supporting colleagues, taking active part in team discussions and 1:1 call coaching sessions, and providing constructive feedback to management. Improving learner persistence by creating personalized pathways for learners, by assessing needs and being transparent and clear with all learners so they are making fully informed decisions.

•Additional customer interaction through face-to-face interactions

•Assisting when necessary at events hosted at the Campus Center (informationals, employer, alumni)

•Up to 10% travel to Strayer or Strayer/Capella Campuses in the surrounding area for informational townhalls for prospects and/or applicants or cross-training

•Dual reporting structure meeting both the needs as AEC back to leader at Mpls HQ and partner closely with Campus Center Director on Campus specific initiatives

If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at humanresources@capella.edu

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