Associate Enrollment Counselor

This position serves as primary counsel and one-to-one relationship builder to Capella’s prospective learners, educating prospects about online degree programs, career outcomes, financing, and licensure matters, while helping to clarify key decision-points and solution alternatives which align with needs of the individual. ECs utilize consultative relationship building skills focused on a supportive and empathetic approach, a mastery of highly complex educational program offerings, and a strong achievement- orientation to promote Capella in a passionate yet transparent manner, ensuring we are meeting the needs of our learners.
This role is responsible for counseling the prospective learner through the full lifecycle of the enrollment process. This entails initial relationship development, exploration of needs and personalized solution offerings, navigating the decision-making and application process, and asking for the business when appropriate in addition to effectively preparing the learner for long-term success.
As the dedicated resource, this process involves multiple interactions, often over an extended period of time. It requires developing an advanced understanding of the lead and application process, of the systems and tools necessary for navigating and managing workflow and pipeline, and of how to help prospects make fully informed decisions on how to achieve their educational objectives.
This is a remote position working 4 days a week 9am-6pm, and 1 late day a week 11am-8pm. Some late Friday's 11am-8pm and Saturday's 9am-5pm will be required. These hours will be set for your time zone.

Essential Duties

• Utilizing organization and forecasting methodology to build and manage a strong sales cycle and pipeline. This entails multiple points of contact per individual learner to help identify correct educational solutions.
• Guiding prospects through Capella’s consultative enrollment process: qualifying readiness and fit, investigating and discovering needs, understanding motivations, presenting features and financing options, recommending programs and customized solutions, asking for the business when appropriate and always listening to the needs of the learner.
• Typical day will involve continuous customer interaction throughout the majority of the day on the phone or via chat, social media & email; all customer contact is with “warm” leads—no cold calling. Individual inquiries will be focused on our degree (Bachelor, Master, or PhD) programs. A variety of service standards are measured such as availability, talk time, adherence to contact strategy & protocols, pipeline management, backlog, record keeping, forecasting, etc.
• Leveraging automation tools and complex software applications to manage learner data.
• Committing to continuous training and development to become experts on a dynamic, evolving product offering. Establishing credibility is essential and Enrollment Counselors are responsible for utilizing extensive product knowledge.
• Team participation: Counselors are expected to operate as a team, dedicated to meeting customer expectations and reinforcing a high quality, end-to-end learner experience. This entails supporting colleagues, taking active part in team discussions and 1:1 call coaching sessions, and providing constructive feedback to management. Improving learner persistence by creating personalized pathways for learners, by assessing needs and being transparent and clear with all learners so they are making fully informed.

Job Skills

• Displayed track record of advanced performance and ability to meet objectives
• Ability to work in a goal driven and measured performance environment;
• Excellent time management, interpersonal, written/verbal communication, and presentation skills;
• Evidence of organizational accomplishments in a productive and contributive team environment
• Highly motivated, self-starter and able to relate positively and professionally with prospective learners and University colleagues.
• Experience with comprehensive customer-decision cycle, which often entails multiple contacts
• Experience representing high-value products and services to a diverse customer base
• Expertise leveraging customer-tracking software applications and tools
• High achievement-orientation and drive
• High service-orientation; strong desire to work in a mission-driven culture and work in the best interests of customers/learners.
• Experience creating and maintaining strong customer relationships.
• Ability to work 9am-6pm with periodic late coverage from 11am-8pm

Work Experience

• Previous professional sales experience is preferred, preferably in one of the following fields of interest

Education

• BA/BS in relevant field preferred; commensurate experience can substitute the education preference

Certificates, licenses and registrations

Other

• Must be able to travel % of time.
• Must be able to lift lbs.
• Typical office setting.
• Mobility within the office including movement from floor to floor.
• Travel via plane, car, and metro may be required to perform this job.
• Must be able to work more than 40 hours per week when business needs warrant
• Access information using a computer.
• Effectively communicate, both up and down the management chain.
• Effectively cope with stressful situations
• Strong mental acuity
• Regular, dependable attendance and punctuality are essential functions of this job.
• Other essential functions and marginal job functions are subject to modification.

If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at [email protected].