Enrollment Coach I

ABOUT US University of Massachusetts Global is a private, nonprofit affiliate of the University of Massachusetts, created to help working adults change their lives through flexible, high-quality education built for real life.

Regionally accredited by the WASC Senior College and University Commission (WSCUC) and recognized by U.S. News & World Report among the Best Online Programs for 13 consecutive years (2013–2025), the university has a long track record of online innovation.

Students across 49 states and internationally can upskill, reskill, and move forward without putting life on hold through technology-enabled, real-world learning.​ With 55+fully online, career-focused programs designed around the realities of work, family, and constant change, we remain ever-focused on developing future-ready learners who can thrive in a rapidly shifting world.

Employees must be available for collaboration during core hours from 10am to 3pm (PST).

ABOUT THE ROLE Responsible for supporting prospective students through their initial inquiry, application, and admission phase.

This position utilizes a consultative sales approach to understand the prospective student’s needs, determine whether the University will meet their educational goals, and if appropriate, make a compelling recommendation for them to attend the University.

This individual helps to facilitate the enrollment process by making frequent phone contacts with the prospective student, by connecting the prospective student with relevant campus personnel (e.g.

Academic Advisors and One-Stop Specialists), and by overcoming prospective student objections when appropriate. Receive supervision from the Enrollment Services Manager.

• Supervision — indicates that the incumbent performs a variety of routine duties within established policies and procedures or by referral to the supervisor’s guidelines.

POSITION DUTIES AND

RESPONSIBILITIES: ESSENTIAL FUNCTIONS: Percentage

• Responsible for converting prospective students from point of inquiry through registration/matriculation and onto a University student.

Must be comfortable with having your phone activity and overall performance measured. Utilize consultative sales processes to support students and overcome objections.

• Serve as the primary point of contact for prospective students and help them navigate through the enrollment process while maintaining a high level of customer service throughout all interactions.
• Communicate the University’s unique value proposition in a compelling and personalized fashion to all prospective students.
• Advise the prospective student on suitable programs in accordance with their goals and experience.

Effectively communicate program requirements to prospective students.

• Create and maintain an accurate roster of prospective students in the CRM to assist with outreach record management.

Provide regular feedback to the Enrollment team regarding issues, questions, and barriers students face.

• Work in collaboration as part of the team responsible for recruiting and enrolling students. 95%
• Perform other duties, as assigned. 5% TOTAL 100% POSITION SPECIFICATIONS AND

REQUIREMENTS: EDUCATION, EXPERIENCE, CERTIFICATION AND/OR LICENSES:

• Bachelor’s degree, or equivalent combination of education and experience.
• 1 to 3 years of experience related to admissions, coaching, customer experience, or sales.

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:

• Exceptional interpersonal skills, which can work effectively with a diverse group of constituencies
• Experience maintaining accurate records in a CRM and/or other student databases
• Ability to work autonomously with a high level of initiative in order to achieve enrollment results.

Good time management and prioritization skills

• Comfortable being measured on enrollment targets and performance metrics
• Ability to work effectively as a member of a team
• Flexibility – the ability to thrive in a dynamic, growing, and evolving organization
• Good communication, both written and verbal
• Working knowledge of consultative sales
• Student-focused
• Personalized service/attention, responsive
• Empowering
• Coachable; accepts and implements feedback; can accept other viewpoints
• High integrity
• Able to clearly articulate or present their point-of-view
• Self-disciplined; focused; solution-oriented
• Ability to plan, prioritize and organize effectively
• Optimistic, positive, resilient Machines, Tools, Equipment, Electronic Devices and Software: Personal computer and intermediate knowledge of Microsoft Office Suite, including word, excel, and outlook.

Contact with Students: Frequent Contact with Faculty and/or Staff: Occasional Contact with Community and Vendors: Occasional SPECIAL

REQUIREMENTS: The Enrollment Coaching Center Schedule is:

• Monday–Thursday: 8:00 AM – 6:30 PM pacific time
• Friday: 8:00 AM – 4:30 PM pacific time Incumbent must be available to work during this time as position may be required to work flexible hours particularly given the need to support students’ or stakeholders’ extended hours of operation and may require occasional weekend and/or evening work.

Applicants for this position are subject to a background check and a criminal history review. The hiring range for this position is $23.00 - $25.90 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.

BENEFITS AND PERKS At the University of Massachusetts Global, we support your total well-being with flexible and meaningful

benefits:

• Health: Medical, dental, and vision coverage with spending account options.
• Work-Life Balance : Remote options, flexible schedules, 1/2 day Fridays (biweekly), generous time off, including paid holidays and a paid winter break.
• Financial Security: Life, disability, accident, legal, identity protection, and student debt support.
• Retirement: 403(b) plan with a Roth option. 3% non-elective contribution and up to 6% match for a 9% total employer contribution!
• Education: Tuition discounts for employees and family and Tuition Exchange program with other universities.

PSLF eligible employer.

• Wellness: Counseling services, Free Calm Health subscription and year-round wellness programs. 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.