The Enrollment Support Specialist is a high-touch, relationship-driven role that provides ongoing support to prospective and returning students from inquiry through enrollment and re-enrollment. This position manages a dedicated book of business consisting of 200–300 prospective students, ensuring that each student receives personalized, consistent guidance throughout the admissions and registration process. The Specialist builds meaningful relationships with students and their families, addressing concerns, verifying documentation, and providing proactive follow-up to facilitate a seamless path to enrollment. This role contributes directly to institutional enrollment goals by maintaining an engaged and informed prospective student pipeline.
Duties and Responsibilities:
- Develop and maintain long-term relationships with an assigned caseload of prospective and returning students, guiding them through the inquiry, application, enrollment, and re-enrollment processes.
- Conduct regular, proactive outreach to prospective students via phone, email, and other communication channels to maintain engagement and address concerns.
- Collaborate closely with admissions, academic advising, financial aid, and other departments to ensure a smooth transition for students through each stage of the enrollment process.
- Assess student qualifications, verify documentation, and assist with completing application requirements while ensuring compliance with institutional policies.
- Monitor and manage the progression of students through the enrollment funnel, utilizing Customer Relationship Management (CRM) platforms and Five9 to document interactions, track progress, and identify potential barriers.
- Provide personalized guidance and solutions to address individual student needs, including assistance with course selection, registration, and navigating academic policies.
- Identify and address common enrollment challenges, escalating complex cases to appropriate departments when necessary.
- Analyze enrollment trends and provide regular updates on progress toward meeting assigned enrollment goals.
- Participate in virtual recruitment events, representing the institution and supporting enrollment initiatives.
- Identify opportunities to enhance student satisfaction and retention through ongoing relationship management.
Knowledge/Skills/Abilities:
- Strong relationship management skills with a demonstrated ability to build trust and rapport with prospective students and their families.
- Advanced communication skills, both verbal and written, with the ability to convey complex information clearly and professionally.
- Proficiency in Google Workspace
- Proficiency in Customer Relationship Management (CRM) platforms
- Proficiency in dialer/telephony platforms, with the ability to manage and analyze data effectively.
- Strong organizational and time management skills, with the ability to prioritize tasks and manage a large caseload efficiently.
- Analytical mindset with the ability to track student progress and identify trends to improve enrollment outcomes.
- Ability to work independently while collaborating effectively with internal teams to achieve enrollment goals.
- Commitment to providing exceptional customer service and fostering a positive student experience.
- Due to the remote environment, effective communication and time management skills are required, as well as the ability to use/learn multiple technology platforms and switch between them on a regular basis
- Physical requirement: Must be able to work at a computer for prolonged periods
Credentials and Experience:
- Bilingual skills preferred (English/Spanish).
- Minimum 1-2 years of experience in higher education admissions, student recruitment, or a related field with a focus on relationship management.
- Experience managing a book of business and meeting enrollment or sales goals in a high-volume environment.
- Previous experience in a university admissions or enrollment management role preferred.