eCornell Online Point Solutions Enrollment Support and Assistant (Remote)

Department 

As Cornell University’s online learning unit, eCornell delivers online professional certificate courses to individuals and organizations around the world. Courses are personally developed by Cornell faculty with expertise in a wide range of topics, including data analytics, management, marketing, human resources, leadership, and STEM. Students learn in an interactive, small cohort format to gain skills they can immediately apply in their organizations, while earning a professional certificate from Cornell University. eCornell has offered online learning courses and certificate programs for 15 years to over 130,000 students at more than 2,000 companies.

The Opportunity:

The Online Point Solutions Assistant will collaborate with our custom program managers, student success, student support, course operations, accounting, other internal departmental staff, and students. In this position they will ensure that each has a positive experience and are successful in meeting their professional development goals.

Student enrollment interactions occur via phone, chat, email and support tickets and cover topics ranging from enrollment, billing, student record and program certificate requests. All interactions are handled with student goals in mind, with a focus on supporting the enrollment of students to put them on a pathway to be successful in their professional development

This is a casual, fixed-term, non-benefits eligible position with 19 hours of scheduled work per week on average. Please note that this position will require you to have your own computer (preferably a Mac) with a strong connection to the internet.  The tools required to do this job are all web-based and will be provided upon hire. The hourly wage for this role ranges from $21.00 to $22.50, based on experience and qualifications.

What you will do:

• Support individual and group enrollments in Online Point Solutions courses and programs.

• Ensure all potential student information is accurately entered into Salesforce in a timely manner.

• Foster an environment of cooperation and teamwork amongst team members.

• Master and utilize automated tools and complex software applications to manage customer data including but not limited to: Salesforce, Destiny, TextUs, Calendly, Canvas, Drift

• Build a rapport and provide assistance to students in course selection in accordance with certificate tracks and/or specified program.

• Maintain a full knowledge of all partnerships, programs and marketing material to provide on-demand answers and support to all student inquiries.

• Maintain acceptable service level minimums for all support metrics: provide response to emails and phone voice messages within 12 - 24 hours.

• Be an innovative and motivated team member. 

• Work in a capacity supporting students via multiple modes (phone, chat, email and ticketing, etc.)

• Provide a positive and seamless student experience.

• Support a positive and seamless experience for partners 

• Provide administrative assistance, including marketing support, for Online Point Solutions.

• Pull and summarize financial and student reports as needed.

• Available during regular business hours
   

What you will need:

• High School Diploma and 3-5 years substantial administrative and enrollment, support, sales, admissions or related experience or equivalent combination of education and experience.

• Exceptional communication, organizational, and time management skills, tolerance for ambiguity and ability to multitask in a fast-paced environment is essential.

• Demonstrated ability to take initiative in executing tasks, prioritize effectively, and seek clarification when needed to ensure accuracy and alignment

• Strong ability to navigate various systems and quickly grasp complex processes to ensure efficient execution and problem-solving

• Customer service or student support experience.

• Attention to detail and positive customer service attitude.

• Ability to provide excellent customer service to potential and newly enrolled students by using the IMPACT sales process.

• Successful experience as both an independent and team player is critical. Ability to prese