The School of Professional Studies (SPS) seeks an Enrollment Advisor to serve as the primary point of contact for student prospects. The Enrollment Advisor’s principal responsibility is to build relationships with prospective and current students by representing SPS through telephone, email, in-person, and social media channels and provide value-add information on a robust portfolio of programs. In addition, the Enrollment Advisor will work cohesively with other School of Professional Studies staff to assess trends in student enrollment and support student success. This position offers a flexible work arrangement with the opportunity to work remote most of the week. The ideal candidate would be available to work on our Boston campus as needed to carry out role functions and complete trainings. 

Customer Service (60%)

• Monitor and log all inbound phone and email activity through School of Professional Studies email and primary office phone line
• Respond within 1-2 business days to all new inquiries with ongoing follow up
• Deliver superior customer service in a friendly and professional manner
• Provide deep knowledge to prospective students on School of Professional Studies portfolio of offerings
• 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
• 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 (40%)

• Create and maintain new inquiry contact records in Salesforce customer relationship management (CRM) system
• Assist with registrations, withdrawals, drops, and course changes across all registration systems
• Research and analyze competitive programs
• Track student progress and course completion
• Troubleshoot registration systems and CRM 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
• Serve as a member of the Student Appeals Committee for the School of Professional Studies
• Contributes to sustaining and enhancing an inclusive working and learning environment

Additional responsibilities may be assigned by the supervisor.

Required:

• Excellent verbal and written communication skills, including 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
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment

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

Apply
Please attach a cover letter and a curriculum vitae/resume. Finalist candidate(s) for this position will be subject to reference checks and a pre-employment background check as a condition of employment.

Applicants must be authorized to work for any employer in the U.S. MCPHS is unable to sponsor, or take over sponsorship of an employment Visa. MCPHS is also not an E-Verify institution.

About Us
Established in 1823, Massachusetts College of Pharmacy and Health Sciences (MCPHS) is the oldest institution of higher education in Boston, a city that is home to many of the world’s top universities and healthcare institutions. We are one of the largest and most highly-ranked schools for health- and life-sciences, and our alumni and faculty continually distinguish themselves in healthcare settings around the globe. MCPHS has more than 7000 students across campuses in Boston’s Longwood Medical and Academic Area (LMA), downtown Worcester, MA and downtown Manchester, NH. Our vision is to empower our Community to create a healthier, more equitable world, which we strive to achieve through our strategic priorities of collaboration, inclusion, success, sustainability, planning, and support.

We offer competitive salaries and excellent benefits that include a substantial contribution toward the cost of medical, vision, and dental insurance, generous time off, retirement and pension plans, and flexible work arrangements to support work/life balance for our employees while supporting the MCPHS strategic plan.

MCPHS is an Equal Opportunity Employer that celebrates a diverse community. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law.

About Massachusetts College of Pharmacy and Health Sciences (MCPHS)

Colleges of the Fenway is a collaborative effort of five neighboring Boston-based colleges in the Fenway area. This collaboration was created to add value to student academic and social life while seeking innovative methods of investing in new services and containing the costs of higher education. Collectively, the colleges represent more than 12,000 undergraduate students, comprising 16.2% of the total Boston population of undergraduates attending four-year colleges, more than 700 full-time faculty, and 2,300-course offerings.

Connections working at Massachusetts College of Pharmacy and Health Sciences (MCPHS)