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.
At the University of Massachusetts Global, we value the personal health and financial well-being of our employees. With our affordable and flexible benefit packages we aim to provide peace of mind to allow employees to focus on important aspects of their lives. Our benefits include:
Healthcare
Medical, dental, and vision plans - including health and flexible spending accounts - that cover you and your family.
Work-Life Balance
We encourage a healthy work-life balance, that’s why we offer flexible schedules and remote work opportunities. In addition, we provide generous vacation and sick time and 13 paid holidays which includes a winter break.
Financial Protection
For life's unexpected surprises - we provide life and disability insurance, prepaid legal, identity theft, critical illness, accident, and travel assistance. We also have programs to help you manage student debt offered through SAVI. Employees are also eligible for Public Student Loan Forgiveness.
Tuition Remission
We support the educational goals of you and your family by providing tuition discounts at UMass Global and Chapman University.
Wellbeing
24/7 counseling support, through our Employee Assistance Program, and free premium subscription to Calm for you and your dependents! In addition, our Wellness program provides year-round events that bring together our community and promotes employee well-being.
Retirement
Pre-tax and Roth options with a generous match of 6% and additional employer contribution of 3% - totaling 9%!
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.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 UMass Global 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 UMass Global 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.
Please Note: Internal Employees, please access the Career 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.