Enrollment Counselor

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

Pay Range: $22.64 - $32.83

We're hiring Enrollment Counselors across all U.S. time zones (ET, CT, MT, and PT). You'll be expected to work within your time zone, with a schedule that falls between 8 a.m. and 7 p.m. local time.

• Guide prospective students through enrollment with empathy and personalized support, meeting each person where they are
• Support students who are using AI agents and self-service tools, adding human connection and one-on-one guidance when they need it
• Build genuine relationships through active listening and encouragement
• Explain WGU programs, enrollment steps, and requirements in clear, everyday language
• Help students set realistic expectations about the WGU experience and culture
• Partner with students to match their academic and career goals to the right program
• Answer questions and resolve concerns with patience, escalating complex issues when appropriate
• Stay current on WGU programs, policies, and processes so your guidance is always accurate
• Keep accurate records of student interactions and progress across multiple systems, including our CRM
• Follow all WGU and U.S. Department of Education standards and policies
• Share feedback and ideas that improve the student experience
• Support your team through collaboration, a positive attitude, and a commitment to continuous improvement
• Travel to 1–2 work events per year

• Excellent verbal and written communication, with real care for the people you help
• Strong active listening and the ability to build trust with students from all backgrounds
• Comfort moving between calls, chat, text, IM, and email throughout the day without losing quality
• Experience with CRM systems such as Salesforce, and eagerness to learn new tools, including AI-enhanced ones
• Problem-solving skills, comfort with ambiguity, and good judgment about when to elevate
• A flexible communication style that adapts to each student
• Self-motivation, attention to detail, and follow-through on your commitments
• Openness to coaching and a drive to keep improving
• Energy for a fast-moving, tech-enabled environment where change is constant
• A commitment to living the WGU Leadership Principles

• Bachelor's degree
• 2+ years of customer service or consultative sales experience
• Demonstrated ability to multitask across communication channels and software, including phone, email, text, chat, and Microsoft Office

• Experience working in higher education, ideally at an online institution

• Contact center experience, including managing high volumes of calls, chats, and texts

Equivalent relevant experience can substitute for the degree requirement, generally 1 year of experience for each year of education, at the hiring manager's discretion.

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Full-Time Regular Positions (classified as regular and working 40 standard weekly hours):
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