Please Note: Internal Employees, please access the Jobs Hub in Workday to apply for the position.

ABOUT US

University of Massachusetts Global is a private, nonprofit affiliate of the University of Massachusetts, created to help working adults change their lives through flexible, high-quality education built for real life. Regionally accredited by the WASC Senior College and University Commission (WSCUC) and recognized by U.S. News & World Report among the Best Online Programs for 13 consecutive years (2013–2025), the university has a long track record of online innovation. Students across 49 states and internationally can upskill, reskill, and move forward without putting life on hold through technology-enabled, real-world learning.​ With 55+fully online, career-focused programs designed around the realities of work, family, and constant change, we remain ever-focused on developing future-ready learners who can thrive in a rapidly shifting world.

This position is open to candidates who currently reside in one of the following approved states from which the role may be performed remotely: Alabama, Arizona, Georgia, Idaho, Indiana, Minnesota, Nevada, New Hampshire, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Wisconsin.

In order to collaborate with nationally distributed colleagues. Employees must be available for collaboration during core hours from 9am to 2pm (PST).

ABOUT THE ROLE

TYPE OF SUPERVISION: 

Receive general supervision from the Enrollment Services Manager.

• General Supervision — indicates that the incumbent develops procedures for performance of variety of duties; or performs complex duties within established policy guidelines.

POSITION DUTIES AND RESPONSIBILITIES:  

ESSENTIAL FUNCTIONS: 

• Generate an engaging rapport with a high-volume of prospective students by providing excellent customer service in all interactions with potential students; represent UMass Global in a positive and professional manner by meeting or exceeding all key performance indicators (KPI’s).
• Act as a subject matter expert when providing consultation or overcoming objections with prospective students.
• Provide product and service information regarding admissions processes and/or requirements via phone and internet.
• Manage difficult calls or tense situations with minimal escalation.
• Consult with callers to determine the best resource for them at a high level; follow up with callers as necessary to ensure the highest levels of customer service.
• Respond to inbound calls/inquiries, reply to prospective student needs and forward calls to appropriate personnel..
• Gather and verify information to ensure accuracy of transactions (i.e. account details, name, address, etc.).
• Access, read and accurately input information using a moderately complex computer system, including telephony and customer relationship management (CRM) systems.
• Process requests and update account history to include proper documentation.
• Organize, access, and deliver product information, and make scripted resale efforts.
• Perform other duties, as assigned

POSITION SPECIFICATIONS AND REQUIREMENTS:

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong understanding of UMass Global University and its history, student population, and departments
• Strong listening skills
• Strong skill in all segments of a consultative sales call and coaching conversations
• Demonstrate excellent communication skills, both orally and in written form; ability to communicate across differences
• Polite and understandable telephone etiquette
• Capacity to emphasize with other’s situations
• Aptitude to demonstrate self-control while engaging in difficult conversations
• Ability to learn and understand product details at a consumer level
• Ability to type 25+ wpm
• Ability to thrive and adapt in a fast-changing environment
• Ability to speak clearly and with good dictation
• Ability to work flexible hours, including evenings and weekends
• The ideal candidate will be a team player, results-oriented, customer-centered and will have strong communication and listening skills

EDUCATION, EXPERIENCE, CERTIFICATION AND/OR LICENSES:

• Associate’s degree, or equivalent combination of experience and education
• One year call center or customer service experience preferably in a call center environment
• Prior experience working in higher education, or consultative sales is a plus

Machines, Tools, Equipment, Electronic Devices and Software:  Must be able to work with computers and an aptitude for and willingness to learning new software applications quickly

Contact with Students:  Frequent

Contact with Faculty and/or Staff:   Occasional

Contact with Community and Vendors: Occasional

SPECIAL REQUIREMENTS:

The Enrollment Coaching Center Schedule is:

• Monday–Thursday: 8:00 AM – 6:30 PM pacific time
• Friday: 8:00 AM – 4:30 PM pacific time

Incumbent must be available to work during this time as position may be required to work flexible hours particularly given the need to support students’ or stakeholders’ extended hours of operation and may require occasional weekend and/or evening work.  Applicants for this position are subject to a background check and a criminal history review.

The hiring range for this position is $20.00-$23.00 per hour. Offers are determined by a variety of factors, including but not limited to geographical location, knowledge, skills, years & depth of experience, and equity with internal team members.

BENEFITS AND PERKS

At the University of Massachusetts Global, we support your total well-being with flexible and meaningful benefits:

• Health: Medical, dental, and vision coverage with spending account options.

• Work-Life Balance: Remote options, flexible schedules, 1/2 day Fridays (biweekly), generous time off, including paid holidays and a paid winter break.

• Financial Security: Life, disability, accident, legal, identity protection, and student debt support.

• Retirement: 403(b) plan with a Roth option. 3% non-elective contribution and up to 6% match for a 9% total employer contribution!

• Education: Tuition discounts for employees and family and Tuition Exchange program with other universities. PSLF eligible employer.

• Wellness: Counseling services, Free Calm Health subscription and year-round wellness programs.

Equal Employment Opportunity – UMass Global is committed to providing an educational and work environment free of unlawful discrimination and harassment in any form. UMass Global prohibits all forms of discrimination and harassment on the basis of  age, race (including hairstyle/texture, protective hairstyles, braids, locks, and twists), color, religion (including religious observance, belief, practice dress and grooming practices), citizenship, pregnancy (including temporary physical or mental limitations related to, affected by, or arising out of pregnancy, childbirth, or any related medical conditions), sex, gender identity, gender expression, transgender status, national origin, ancestry, physical and/or mental disability, legally-protected medical condition, military (past, present or prospective) status, veteran status, marital status, sexual orientation, sexual and reproductive health, genetic information, or any other characteristic protected by local, State or Federal law.

Reasonable Accommodation – UMass Global provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the recruitment department at [email protected].