Responsibilities

• Engage potential students in meaningful conversations
• Empower and build student’s academic confidence to start classes 
• Help students meet their educational goals with course recommendations and degree searches.
• Effectively communicate with prospective students via inbound and outbound calls, live chat, SMS, and email.
• Manage multiple tasks concurrently and readily adapt to changing communication channels as needed
• Work with prospective students to address their concerns by actively listening and identifying how StraighterLine is able to meet their needs
• Use knowledge of StraighterLine partnerships, white label programs, credit transfer process, and courses in order to assess if StraighterLine is the right fit for prospective students.
• Determine the appropriate StraighterLine course(s) to meet student’s needs 
• Provide excellent customer service with a consistently high level of professionalism
• Utilize the CRM system to create and maintain accurate contact history and necessary updates to manage prospective student pipeline 
• Meet weekly and monthly performance goals (outbound calls, answered calls, chats handled, enrollments etc.)
• Escalate issues and proactively identify process improvements or opportunities

Qualifications

• 1-2 years of experience in call center sales, customer service, or enrollment
• Some college experience is required. Bachelor’s degree preferred.
• Excels in a call center environment and active listening skills
• Exceptional customer service skills and the ability to multitask 
• Proven track record of meeting goals
• Ability to solve problems and know when to escalate issues
• Self-motivated and able to work in a team environment
• Demonstrated proficiency using office applications (MS Office, Google Suite) and CRM software (Salesforce)
• Excellent written and verbal communication skills
• Experience in Higher Education is a plus