Reporting to the Enrollment Services Manager, the Enrollment Services Specialist is a member of the professional and knowledgeable Division of Continuing Education (DCE) Enrollment Services team that provides initial and ongoing support toward student success and a rewarding educational experience to more than 100,000 prospective students and more than 20,000 current Harvard Extension and Summer School students, as well as a growing number of Professional Development Program (PDP) participants. The goal of the Enrollment Services team is to effectively build relationships with prospective and/or current students by representing DCE through telephone, email and social media channels, as well as in person; explaining policies and requirements; and helping students with online registration and other self-service tools.
Essential Functions: A successful Enrollment Services Specialist:
Serves as principal and first source of information regarding DCE programs and schools for prospective and current students.
Coaches and advises students one-on-one through the inquiry, registration, and admissions process.
Assists students with navigating the different academic paths while building relationships to encourage future enrollment
Gather and maintain data within student database notes via Salesforce CRM for use in daily, weekly, monthly and yearly reports
Researches individual student records, verifies data, trouble-shoots problems using DCE Banner student system and Harvard Midas system.
Resolves student login issues.
Composes personalized communications to students while utilizing template components and incorporating current marketing messages, as assigned.
Creates and maintains email templates for office with refinements as needed.
Acts as a liaison between students and other departments, to include: Admissions, Student Financial Services, Financial Aid, Academic Services and the Registrar, among others. Often provides backup for those offices
Provides valuable feedback, recommendations, and ideas for improving student services.
May supervise and train temporary staff on Summer School Opening Weekend.
Supports DCE projects and initiatives.
Other tasks as required.
Note: All applicants who wish to be considered must submit a cover letter with their application.
The Division of Continuing Education (DCE) comprises several entities including the Harvard Extension School, the Harvard Summer School, the Harvard Professional Development Programs and the Harvard Institute for Learning in Retirement. For more than a century, Harvard Extension School has made Harvard faculty and teaching accessible to a diverse community of local, national, and international students. Harvard Extension School enrolls approximately 13,000 students per year in approximately 65 liberal arts and professional fields. More than 650 open enrollment online and classroom courses are offered at affordable prices to our communities across the world. Harvard Summer School offers approximately 300 courses on the Harvard Campus to 6,000 secondary school, college and adult learners and more than 30 international study abroad programs for up to 600 students each summer. The Division also includes the Harvard Institute for Learning in Retirement with approximately 550 active members and Harvard Professional Development Programs offering about 60 two-day, noncredit courses annually.
All formal offers will be made by FAS Human Resources.
Salary Grade: 053
Union: 55 - Hvd Union Cler & Tech Workers
Minimum two years experience in high-volume customer service center with diverse populations.
Experience with computer information systems, including a customer relationship management system, desktop applications, online processes, and data processing essential.
Bachelor's degree preferred as is experience providing customer support in an educational setting. Demonstrated excellent oral and written communication skills; finalists evaluated through on-site writing exercise. Proven ability in using Word, Excel, and databases. Must be comfortable working as part of a team and with pressure of a busy customer service environment. Knowledge of foreign languages and cultures highly desirable. Familiarity with Harvard a plus.
Critical Competencies for this role:
Communication Skills: Ability to communicate both verbally and in writing. Ability to use active listening skills.
Organization and Time Management: Ability to set goals and prioritize work to maximize efficiency, to meet deadlines, and to use time wisely.
Working Relationships: Ability to be a team player by sharing information and offering assistance to colleagues. Ability to offer thoughtful contributions at meetings and the ability to respect others regardless of differences.
Problem Solving Skills: Ability to handle escalated issues calmly and appropriately and to take initiative to resolve problems and offer solutions.
Customer Service Skills: Ability to build rapport with prospects and students and to provide timely, accurate information. The ability to know where to find answers and to understand internal referral processes and procedures.
Compliance: A demonstrated understanding of, and desire to, protect the privacy of student information through compliance with the Federal student privacy law, Family Educational Rights and Privacy Act (FERPA).
Product Knowledge: The ability to understand and effectively explain the Harvard University Division of Continuing Education history, mission, policies, procedures and programs.
EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. T...he University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.