Enrollment Advisor - School of Professional Studies

The School of Professional Studies (SPS) seeks an Enrollment Advisor to serve as the primary point of contact for student prospects across the portfolio of SPS offerings. The Enrollment Advisor’s principal responsibility is to build relationships with prospective and current students by representing SPS through telephone, email, in-person, and LMS communications, as well as providing value-add information on a robust portfolio of programs. The Enrollment Advisor will also work cohesively with other School of Professional Studies staff to assess trends in student enrollment and support student success. This is a hybrid position based on the Boston campus, with weekly onsite responsibilities. 

Essential Duties and Responsibilities:

Customer Service (70%)

• Monitor and log all inbound phone and email activity through School of Professional Studies email and primary office phone line
• Serve as the initial point of contact for prospective and current students & participants, ensuring timely, accurate, and friendly support across all communication channels
• Respond within 1-2 business days to all new inquiries with ongoing follow up
• Respond to current student questions and provide technical assistance within Blackboard, our Learning Management System
• Deliver superior customer service in a friendly and professional manner
• Provide deep knowledge to prospective and current students across the portfolio of School of Professional Studies offerings
• Provide clear, proactive guidance to students on policies, processes, and expectations as they navigate the inquiry phase, registration, and course enrollment
• Assess needs and consult with students on our programs
• Assist with registration questions, login issues, and logistical questions for all registration systems
• Manage lead qualification and communication strategies
• Conduct outbound inquiry outreach by phone and email
• Escalate complex questions to supervisor and appropriate departments as needed.
• Cultivate relationships with student prospects
• Collaborate with front-line offices at MCPHS and coordinate with Admission for warm lead handoff
• Host virtual and/or in person information sessions for prospective students

Operations (30%)

• Create and maintain new inquiry contact records in Salesforce customer relationship management (CRM) system
• Assist with periodically reviewing the MCPHS website for School of Professional Studies program offerings and providing feedback to ensure clarity and improve communication across audiences.
• Maintain documentation for program offerings, policies and procedures
• Assist with registrations, withdrawals, drops, and course changes across all registration systems
• Track student progress and course completion
• Troubleshoot registration systems, CRM, and LMS as needed
• Create and maintain email templates as required
• Serve as a point of contact for School of Professional Studies instructors regarding final grades, student outreach, and student engagement
• Manage School of Professional Studies calendar
• Additional responsibilities may be assigned by the supervisor.

Qualifications:

Required:

• Excellent verbal and written communication skills, including the ability to effectively communicate with internal and external customers
• Demonstrated time management skills and attention to detail in high-volume situations
• Excellent interpersonal and customer service skills
• Ability to communicate with student prospects and parents via phone, email, and occasional in-person meetings

Preferred:

• Bachelor’s degree
• 2 years of work experience in a customer service role
• Experience using Salesforce, Elevate, Blackboard, or Genius

Physical Requirements:

• Must be able to talk, listen, and speak clearly on telephone
• Standing, sitting, manual dexterity, ability to move between offices and floors of buildings
• Ability to meet deadlines and perform well under pressure
• Ability to navigate to various parts of campus and to travel to other university locations as needed