Associate Enrollment Specialist

This position serves as primary support and one-to-one relationship builder to Capella's prospective students, educating prospects about online degree programs, financing, and licensure matters, while helping to clarify key decision-points and solution alternatives which align with the needs of the individual. Associate Enrollment Specialists utilize consultative relationship building skills focused on a supportive and empathetic approach, a mastery of highly complex educational program offerings, and a strong achievement orientation to promote Capella in a passionate yet transparent manner, ensuring we are meeting the needs of our students.

This role is responsible for supporting the prospective student through the full lifecycle of the enrollment process. This entails initial relationship development, exploration of needs and personalized solution offerings, navigating the decision-making and application process, and asking for the business when appropriate in addition to effectively preparing the student for long-term success.

As the dedicated resource, this process involves multiple interactions, often over an extended period of time. It requires developing an advanced understanding of the lead and application process, of the systems and tools necessary for navigating and managing workflow and pipeline, and of how to help prospects make fully informed decisions on how to achieve their educational objectives.

Essential Duties

• Utilizing organization and forecasting methodology to build and manage a strong pipeline. This entails multiple points of contact per individual student to help identify correct educational solutions.
• Guiding prospects through Capella's enrollment process: qualifying readiness and fit, investigating and discovering needs, understanding motivations, presenting features and financing options, recommending programs and customized solutions, asking for the business when appropriate and always listening to the needs of the student.
• Typical day will involve continuous customer interaction throughout the majority of the day on the phone or via chat, social media & email; all customer contact is with "warm" leads-no cold calling. Individual inquiries will be focused on our degree (Bachelor, Master, or PhD) programs. A variety of service standards are measured such as availability, talk time, adherence to contact strategy & protocols, pipeline management, backlog, record keeping, forecasting, etc.
• Leveraging automation tools and complex software applications to manage student data.
• Committing to continuous training and development to become experts on a dynamic, evolving product offering. Establishing credibility is essential and Associate Enrollment Specialists are responsible for utilizing extensive product knowledge.
• Team participation:
  Specialists are expected to operate as a team, dedicated to meeting customer expectations and reinforcing a high quality, end-to-end student experience. This entails supporting colleagues, taking active part in team discussions and 1:1 call coaching sessions, and providing constructive feedback to management. Improving student engagement by creating personalized pathways for students, by assessing needs and being transparent and clear with all students so they are making fully informed decisions.

Job Skills

• Demonstrated track record of advanced performance and ability to meet objectives.
• Ability to work in a goal-driven and measured performance environment.
• Excellent time management, interpersonal, written/verbal communication, and presentation skills.
• Evidence of organizational accomplishments in a productive and contributive team environment.
• Highly motivated, self-starter and able to relate positively and professionally with prospective students and University colleagues.
• Expertise leveraging customer-tracking software applications and tools.
• High achievement-orientation and drive.
• High service-orientation.
• Ability to work 9am-6pm with periodic late coverage from 11am-8pm

Work Experience

• Previous professional sales experience is preferred, preferably in one of the following fields of interest:
  • Higher education admissions
  • Recruiting
  • Financial Services -…