Enrollment Contact Representative

About the Opportunity

The Enrollment Contact Representative serves as the front line contact (via phone) for parents and students and assists in the successful recruitment, enrollment and retention of prospective and current Northeastern students. The Enrollment Contact Representative will be expected to demonstrate leadership and problem-solving skills in making sound independent professional judgment to facilitate services for students. Enrollment Contact Representative duties will include, but not be limited to, the following:

• Assist students in successfully navigating the admissions process, with the ultimate goal of building a relationship between the students and the university.
• Guide international students to appropriate e-forms and assist with tier 1 questions regarding immigration compliance, employment, travel, etc.
• Advise and assist students and parents with tier 1 questions for financial aid, student account and payment options.
• Advise students of approaching important deadlines.
• Advise students of available Northeastern student service resources available to him/her and how to obtain these services.
• Act as a liaison for students to those services to assure the student’s questions and concerns are being addressed
• Maintain a knowledgebase for all area the Contact Center supports.

This position will require excellent interpersonal and phone etiquette, a positive outgoing personality, the ability to work in a fast paced, ever-changing environment, a self-starter attitude, ability to use critical thinking skills, organization, use professional judgement and possess technological literacy. Individuals must be willing to work in a metrics driven position.

Minimum Qualifications:

• Minimum of Associate’s Degree or equivalent, is required.
• Strong interpersonal, organizational, phone, and communication skills required.
• Customer service experience is essential, previous Contact Center experience is ideal.
• Ability to understand and effectively communicate financial and university information and policies.
• The candidate should have experience in working with various databases and system software with the ability to troubleshoot independently.
• A demonstrated sensitivity to the understanding of the needs and concerns of a diverse population is essential.
• This position will require a flexible work schedule that may include some early evening hours.

Key Responsibilities & Accountabilities:

Identify the most important job duties (maximum of 5) using no more than 3-4 concise sentences. Indicate the typical percent of time required for each job duty; the total percent of time must equal 100%. Begin with the most important duty.

Contact Operations: Inbound & Outbound

• Provide frontline support and maintain knowledge of multiple departments which include but are not limited to: Student Financial Services, Admissions, Office of Global Services, and the University Main Line.
• Ascertain the level of the inquiry and make an appropriate decision as to the correct action to be taken to refer the student to the appropriate Northeastern office workflow to resolve the matter.
• Direct a callers to appropriate information online or e-mail appropriate documents/forms. Verify receipt of documents and forms.
• Provide support and guidance upon a student’s enrollment to assist in retention efforts and increase student success rates during the academic experience. Duties within this responsibility include:
  • Proactively reminding students of approaching important deadlines.
  • Advising students of what Northeastern resources/services are available to him/her and how to obtain said services.
  • Act as a liaison for the student to those services to assure that student’s questions and concerns are being addressed.
• Participate in regular call out campaigns for the departments we support for both current and prospective students.

Data and Record Management

• Maintain accurate and clear records of student contacts in the multiple data systems utilized.
• Provide feedback on any issues/interests that may arise during student contacts in efforts to provide continued improvement of the student experience and the programs offered.
• Anticipate customer inquiries to better prepare timely responses/ resolutions to customer concerns.
• Document the conversation with caller in the appropriate system for the interaction.
• Report call trends to management on a regular basis.

This is a hybrid position that will be based in Dedham.

Some training will be conducted on Boston main campus.

Compensation Grade/Pay Type:

106H

Expected Hiring Range:

$23.02 - $31.66

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.

Position Type

General Administration

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.