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 - Mortgage/Real Estate
Educational or training-industry sales
Referral-based sales roles
Fund-raising for non-profit organizations
Retail sales of high-end solutions which require in-depth customer interaction.
Other high achievement-orientation or high service-orientation experience can also be considered.
Must have strong desire to work in a mission-driven culture and work in the best interests of customers/students.
Experience with comprehensive customer-decision cycle, which often entails multiple contacts.
Experience representing high-value products and services to a diverse customer base.
Experience creating and maintaining strong customer relationships.
Education
Relevant four-year degree preferred but will accept additional work experience or a strong resume and portfolio in place of a degree.
Certificates, licenses and registrations
Other
Must be able to travel occasionally should a business need arise. For most roles travel would not be common. Travel may involve plane, car or metro. In accordance with ADA policies, reasonable accommodations regarding travel limitations can be provided. Travel will be more common for roles such as Account Executives (25 - 50%), senior leaders (10 – 20%) or Capella Core Faculty (5 – 10%).
Ability to work onsite in Corporate or Campus location (in a typical office environment) may be required based on role. If so, this would include being mobile within the office, including movement from floor-to-floor using elevators or stairs.
If offsite or hybrid role, must have access to work in setting which enables meeting all requirements of the role (including privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.
Faculty and Federal Work Study roles require access to work in setting which enables meeting all requirements of the role (including computer, privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.
This role may require lifting, however reasonable accommodations will be provided in accordance with our ADA policies.
Must be able to meet critical thinking and problem-solving aspects aligned to job duties, as well as effectively communicating with co-workers.
Must be able to work more than 40 hours per week when business needs warrant. Accommodations related to schedule may be considered.
Able to access information using a computer.
Other essential functions and marginal job functions are subject to modification.
Hourly:
$25.49 is the expected starting pay for this position. This offer is based on current budgetary guidelines and additional factors outlined below.
SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax saving accounts (FSA, HSA), 401(k) retirement benefit, Employee Stock Purchase Plan, tuition assistance as well as entertainment and retail discounts. Non-exempt employees are eligible for overtime pay, if applicable.
Careers - Our Benefits, Strategic Education, Inc
SEI is an equal opportunity employer committed to fostering an inclusive and collaborative culture where individuals can grow their careers and contribute fully. We strive to attract talent with broad experiences, skills and perspectives. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary. The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.
$20.00 - $30.50 - Hourly
If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at
[email protected].