Student Enrollment Services Representative

Position Status: Full Time/Non-exempt

Reports To: Contact Center Director

Location: Online Education Division (Orchard Park, NY)

Hours: 40 hours per week & ability to work some Saturday’s

 

Position Description:

The Enrollment Services Representative I position would support college-wide enrollment efforts by providing a high volume of recruitment related support to prospective students. This hybrid position would specialize in generating sales opportunities for Admissions through outbound outreach to inactive prospects, handling transfer overflow, fielding web chats, and handling inbound calls from prospective students.

 Top 5:

• Convert minimum of 48% of interviews to an application. – Measures Conversion
• Place minimum of 100 outbound recruitment calls per day. – Measures Effort
• Achieve a minimum of 80% work-time (On call, after-call work & ready time). – Measures Time Management
• Achieve >8% Lead to Opportunity conversion on Referrals.
• Attain SLA of <3% unanswered calls/chats & >3.00 Quality Assurance score on new interviews. – Measures Quality, Service & Accountability

 

Other Responsibilities:

• Cover all transfer overflow for Online Admissions, interviewing candidates & passing applications to Senior Representatives. During high-peak times, new interview priority may be increased.
• Deliver prepared scripting to potential students, using persuasion and relationship building skills to encourage persistence through the enrollment process.
• Ensure standardized approach to prospect follow up is executed, including the use of text messages, email & outbound dials.
• Meet or exceed performance standards for each session/semester, including interview to application %, work %, outbound dials, quality assurance and internal service level agreements.
• Handle Contact Center inbound call overflow providing customers with accurate information and direction to ensure a world-class student experience
• Respond to Admissions web chat’s, ensuring all qualifying inquires result in a new lead created.
• Capture and record lead/marketing data across multiple systems both timely and accurately.
• Responsible for assigned interdepartmental special projects.

 Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

College Competencies:

• Accountability—Takes ownership
• Brand Ambassadorship—Understands our brand and messages it to the students
• Embracing Change—Adapts to changing circumstances by accepting and responding positively to different ideas and approaches.
• Values—Recognizes the impact of the position on others and acts consistent with BSC core values to ensure positive outcomes
• Delivering Program and College Services—Consistently provides appropriate information and guidance to students, groups, individuals and other stakeholders so that appropriate choices and decisions are made (A)
• Manages/Organizes Priorities -- Takes initiative and utilizes resources to insure priorities are met in a timely manner and corrects problems as they arise. (A)
• Outcomes Oriented – Makes efficient use of time and resources to achieve successful outcomes. (A)

 Qualifications:

• Degree: High school diploma or equivalent
• Experience:  Previous customer service or sales experience
• Computer Skills:  Internet savvy with knowledge of Microsoft Office product, including Outlook
• Phone Skills:  High degree of resolving issues over the phone and ability to build rapport

Preferred qualifications:

• Degree: Associates or Bachelor’s degree in relevant field
• Experience:  Previous call center and sales experience

Physical Demands and Work Environment:

Position requires standing or sitting in a stationary position as well as the occasional need to lift, carry, push, and/or move objects up to 10 pounds.

Position also requires the use of computer technology/equipment.

Position requires the ability to hear conversations and receive information in person and over the telephone.

Position requires the ability to convey detailed and important instructions or ideas accurately, loudly, or quickly.

Apply today for immediate consideration!

SALARY:

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