Enrollment Services Specialist

Company Description

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

The Faculty of Arts and Sciences (FAS) is the historic heart of Harvard University. It is the home of Harvard’s undergraduate program (Harvard College, founded in 1636) as well as all of Harvard’s Ph.D. programs (the Harvard Kenneth

C. Griffin Graduate School of Arts and Sciences, founded in 1872), Harvard Athletics and the Division of Continuing Education. The 40 academic departments and 30+ centers of the FAS support a community unparalleled in its academic excellence across the broadest range of liberal arts and sciences disciplines. Together, the FAS seeks to foster an environment of ambition, curiosity and shared commitment to knowledge and truth that elicits excellence from all members of our community and prepares the next generation of leaders through a transformative educational experience.

The Enrollment Services Specialist embodies the mission of the Office of Enrollment Services, which is to connect the Division of Continuing Education (DCE) community to knowledge and resources while facilitating individual success. Specialists serve as the principal and first source of information on all DCE programs including degrees, certificates, professional and executive development programs, and summer programs for high school students.

Specialists connect with students over the phone, via email, and in person during walk-in hours.

Reporting to the Manager of Enrollment Services Help Desk, the Enrollment Services Specialist is part of the Help Desk team within ES at the Division of Continuing Education (DCE). This professional and knowledgeable team provides initial and ongoing support towards student success and a rewarding educational experience to all Harvard Extension and Summer School students, as well as a growing number of Professional and Executive Development Program participants.

The goal of the ES Help Desk team is to provide course registration and other support to students over the phone, via email and various social media channels, and in person.

A successful Enrollment Services Specialist:

• Serves as principal and first source of information regarding DCE programs and schools for prospective and current students.
• Provides support to students through inquiry, registration, and admissions processes.
• Assists students with navigating the different academic paths while building relationships to encourage future enrollment
• Gather and maintain data within student database notes via Salesforce CRM for use in daily, weekly, monthly and yearly reports
• Researches individual student records, verifies data, trouble‑shoots problems using DCE Banner student system and Harvard Midas system.
• Resolves student login issues.
• Composes personalized communications to students while utilizing template components and incorporating current marketing messages, as assigned.
• Creates and maintains email templates for office with refinements as needed.
• Acts as a liaison between students and other departments, to include:
  Admissions, Student Financial Services, Financial Aid, Academic Services, and the Registrar, among others. Often provides backup for these offices.
• Provides valuable feedback, recommendations, and ideas for improving student services.
• Provides support during Summer School Opening Weekends.
• Supports DCE projects and initiatives.
• Other tasks as required.

Specialists are logged into phones from 9am - 5pm, Monday-Friday, unless they are assigned to staff the front desk for…