Service Center Inbound Calls Jobs in Cambridge, MA

About the Opportunity

The Assistant Director, Student Enrollment is responsible for managing a caseload of undergraduate and graduate prospective students, applicants, and newly admitted students. This role has a primary focus on supporting the Northeastern Online portfolio of programs, including master's degree programs and graduate certificate programs. The Assistant Director conducts follow-up communication by phone, email, or other digital engagement platforms with prospective students to ensure the highest level of service and enrollment counseling. They serve as the central point of contact for students within their assigned caseload. In addition, they provide support with inbound calls on an as-needed basis and participate in in-person and digital open houses and information sessions.

The Assistant Director assists with various stages of the enrollment funnel and works with prospective students by helping them select the program that best fits their educational needs and professional goals; assisting applicants through the admissions process by counseling applicants to successfully complete their application file; and working with newly admitted students and appropriate college liaisons to guide students with their initial course registration. The individual in this position is expected to provide students with relevant and timely information about the university's programs, admissions requirements, deadlines, financial aid and visa support, and other student-related items. The Assistant Director's enrollment strategy includes significant call and email engagements, new student follow-ups, and virtual meetings designed to attract students in line with the priorities of Colleges and Campus Deans.

This is a fully remote position.

• Provide applicants and prospective students with information and guidance on programs, admissions requirements, application directions, course format options, financial aid, registration, college services, and other enrollment activities
• Work with supervisor to facilitate ongoing improvements within the enrollment cycle

• Provide prospective students with the counseling and information necessary to help them select the appropriate program by identifying their skills, interests, and career goals
• Assist applicants with the admissions process, including program requirements, application timelines, and submission of all required credentials, with the goal of helping them fully complete an admissions application
• Assist students in the course registration process by guiding students in initial course selection and registration

• Complete designated outreach to leads generated by marketing and/or recruitment in order to meet enrollment goals
• Complete designated outreach to applicants and newly accepted students in order to meet enrollment goals
• Complete pre-application screenings for designated programs and follow up on potential issues
• Conduct timely application reviews in conjunction with Academic Deans and Program Directors, when applicable
• Confirm enrollment for students within the assigned caseload, including managing applicant options, withdrawals, deferrals, and program changes
• Coordinate and perform quarterly outbound call campaigns to current and prospective students
• Provide insight and feedback to supervisor on ways to improve enrollment management for the assigned caseload

• Develop and maintain working knowledge of the full Northeastern Online program portfolio, including degree programs, graduate certificates, focus areas, start dates, and admissions pathways
• Advise prospective students on the program and admissions pathway that best fits their background, goals, and timeline, whether through a degree or certificate pathway and through the Fast App or Standard Application process
• Provide backend support as needed to assist prospective students through key steps in the Northeastern Online enrollment process

• Support the overall goal and mission of the Enrollment Management Contact Center by demonstrating a positive, collaborative, and supportive attitude toward team members, students, and university departments
• Provide backup support for the Contact Center inbound line
• Support Enrollment Management Contact Center inbound calls by serving as a first-level contact for callers when additional support is necessary
• Answer telephone inquiries from applicants, current students, and prospective students regarding admissions, advising, course formats, registration, financial aid, and other student-related questions
• Resolve student questions by providing program information, accessing student record information, directing callers to appropriate website resources, or emailing appropriate forms and documents

• Provide accurate and timely responses to emails received through shared admissions inboxes
• Provide visitor support coverage for admissions when needed
• Provide recruitment support for events within the scope of the assigned caseload and for on-campus admission events
• Assist with training and development of new employees

• Monitor and manage Northeastern Online prospective student inquiry channels, including shared email and Short Message Service (SMS) inboxes
• Work in close coordination with the Enrollment Management Online team to stay current on program details, admissions messaging, and portfolio updates
• Support occasional virtual enrollment events hosted by the Enrollment Management Online team, including Ask Me Anything (AMA) sessions and online information sessions, serving as a knowledgeable enrollment resource for prospective students

• Maintain accurate and timely records of all student interactions to support accurate reporting
• Maintain accurate records of applicant and prospective student interactions in Customer Relationship Management (CRM) and application systems in order to track activity and produce reports
• Prepare reports as requested on applicant and prospective student contact activity
• Provide feedback on issues and interests that arise during applicant and prospective student interactions to support continuous improvement of the student experience
• Maintain current knowledge of all assigned programs to properly assist applicants and prospective students throughout the enrollment cycle

• Bachelor's degree or equivalent experience
• Two to four years of experience in student enrollment, nontraditional college admissions, and/or sales
• Proven ability to work independently
• Excellent interpersonal, communication, and presentation skills
• Ability to be sensitive and responsive to the needs of diverse constituencies while managing goals
• Positive attitude and self-starter mentality
• Ability to work in a fast-paced, metric-driven environment
• Ability to work a flexible schedule, including some nights and weekends
• Ability to travel periodically, as required

• Experience in counseling
• Experience conducting call campaigns
• Experience delivering small and large group presentations

• Resume

Position Type

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

Compensation Grade/Pay Type:

Expected Hiring Range:

With the pay range(s) shown above, the starting salary will depend on several factors, which may include your education, experience, location, knowledge and expertise, and skills as well as a pay comparison to similarly-situated employees already in the role. Salary ranges are reviewed regularly and are subject to change.