Enrollment Coach

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.

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.

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%

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.…