Engagement Associate Advisor (Enrollment Support)

Remote - US

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com.

Student Success brings virtualized support and technology enabled solutions to the world’s most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better educational experience for everyone by extending institutional resources to meet the growing demands of learners.

Every day, prospective students across the country request information to help them make the important decision of which school to attend and which program to pursue. Responding to these requests quickly and effectively is the first step in providing a support experience that students appreciate. The Engagement Associate team functions to support the day-to-day efforts of the Enrollment Coaching team at Anthology Student Success. This is a call-center based position with a high quantity of telephone outreach and follow-up required daily. The Engagement Associates are responsible for meeting call handling standards utilizing CRM and Telephony technology to engage students and connect them with an Enrollment Coach who can best assist them with their enrollment process.

Our contact center teams serve as a seamless extension of the colleges and universities they serve. As a representative of our higher education clients, you will engage with students and collaborate with on-campus staff to achieve institutional goals.

Student Success offers remote, work from home opportunities with immediate availability and schedules that offer flexibility.

Position responsibilities:

• Acting as initial point of contact for prospective students; scheduling initial and follow-up consultations with Enrollment Coaches
• Working within an automated dialer technology platform and accurately recording attempt results
• Maintaining timely and accurate records within appropriate Customer Relationship Management (CRM) tool
• Being able to make calls on behalf of several Institutions each day
• Working independently and within a team to deliver consistent and exceptional customer experience in all interactions
• Working both individually and in a team environment to ensure team objectives, such as daily outreach attempts and call quality, are met or exceeded
• Working closely with Coaches to ensure success of campaigns
• Ensuring compliance and adherence to ethical standards related to student recruitment practices
• Responding to inbound requests for information to achieve prompt contact with candidates and managing follow-up outreach via phone and email to achieve contact rate goals
• Handling multiple job tasks at one time and escalating issues in a timely manner

The Candidate:

Requirements:

• Minimum of 1–2 years of customer service and/or sales experience
• Demonstrated ability to meet or exceed established performance goals/key success metrics
• Must be able to receive and set up equipment and be able to work in a quiet, distraction-free environment
• Ability to take inbound (voice) phone calls in a conversation-heavy environment
• Coachable – accepts and implements feedback
• Positive attitude, willingness to learn
• Strong attendance with the ability to work flexible schedules, including evening and Saturday hours
• Comfortable with business technologies (e.g. multiple screens, telecom equipment, telecom software) and working within a CRM (e.g. Salesforce, SmartView)
• Highly effective written and oral communication skills
• Demonstrated ability to build strong relationships through various methods including phone, email, and text
• Detail oriented with an ability to follow business processes and procedures accurately and constantly
• Must be able to adapt quickly in a changing work environment
• Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
• Must be at least 18 years old
• High School diploma or equivalent combination of education and experience
• Willing to accept a temporary assignment
• Must reside in an approved state*

• Must be able to work from home with the following internet requirements: High-speed Internet Connection (Cable, Fiber, DSL)
  • Mobile Broadband is not supported, this is satellite, wireless/cellular hotspot service, and point to point internet service
  • 40 Mbps Download
  • 15 Mbps Upload
  • 100ms Ping or less
  • Jitter: 40 MS or less
  • Hardwired Connection
    • Wired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridges

Preferred skills:

• College degree or some level of college completed

Pay rate is $12.00/hour. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

• This position is available for candidates residing in the following states: AL, AR, GA, IN, KY, LA, MO, MS, NC, NV, OH, OK, PA, SC, TN, TX, WI, WV