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Contact Center Agent

Our clients deploy the Enrollment Builders Contact Center to extend their recruitment and admissions capabilities. As a result, Enrollment Builders Contact Center Agents communicate directly with two different student populations, depending on the type of client:

  • Adult degree completion students who want to complete their 4-year bachelor’s degree or are seeking a master's level program. These prospects are typically seeking an online or hybrid program.
  • High school juniors and seniors seeking a traditional 4-year degree program. These prospects are typically seeking an on-campus college experience.

This position features flexibility for full-time employees:

  • The Enrollment Builders Contact Center is open 7 days a week.
  • Contact Center hours vary, by day, offering shifts as early as 9 AM ET and as late as 11 PM to accommodate both east and west coast clients who observe different time zones.
  • This position will remain 100% remote during the COVID-19 crisis but may include up to 5% travel once standard operations resume.

As a Contact Center Agent, you will:

  • serve on the front lines of our Contact Center representing our universities and colleges to their prospective students.
  • focus on positively impacting the prospective student experience.
  • use multiple attempts across phone, email, chat, and text message communication to connect with prospective student inquiries and applicants (all from the comfort of your laptop).
  • nudge the prospect to complete the Online Admissions Application and/or schedule a conversation between the prospective student and their Enrollment Builders Admissions Counselor.
  • document all conversation outcomes in our contact center platform in a consistent manner.
  • communicate proactively to keep everyone informed and on the same page.

Contact Center Agent responsibilities include:

  • managing a large volume of inbound and outbound calls, SMS/texts, website chat sessions, and emails in a timely manner
  • effectively multi-tasking across different types of tasks, communications, and technologies
  • working across a broad range of tech platforms with ease, including but not limited to HubSpot, G-suite, Slack, Video Zoom Conference calls, etc.
  • embracing a logical approach to problem-solving

Candidates must have:

  • a controlled, dedicated quiet home working space, free from noise and distractions
  • desire to impact and change a prospective student’s life
  • experience in a contact center environment and/or experience working directly with prospective students in higher education admissions/recruitment/marketing
  • high-speed internet with a reliable computer, headset, and preferably multiple displays
  • advanced skill in using basic computing technology and software, along with an aptitude for learning multiple, complex technology systems
  • strong written and verbal communication skills along with active listening skills
  • the ability to multi-task, set priorities, and manage time effectively
  • customer focus and adaptability to different personality types
  • open availability between 9 AM and 8 PM within the first two weeks for on-site training

Preferred:

  • Previous experience in customer service, high-volume contact center, and/or higher education preferred.
  • Track record of over-achieving.
About Enrollment Builders:
One enrollment equals one story. The heart of Enrollment Builders is filled with stories of real people fulfilling their dream of earning a college degree. 
Through experience, empowerment, and science Enrollment Builders helps higher education institutions grow enrollment one story at a time.
 
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