Enrollment Specialist

$15.00 - $25.00 hourly
  • Outlier.org
  • Remote
  • May 07, 2021
Individual Contributor Contract Remote - US

Job Description

What We Do

Outlier.org (from the co-founder of MasterClass) is reimagining higher education as a resource that is accessible, equitable, and affordable for everyone. We have developed the world's best online, for-credit university-level courses, taught by some of the most celebrated educators in the world. Our courses employ cinematic content powered by cutting-edge cognitive science to create an immersive, student-friendly learning experience that delivers game-changing student success levels. We are a quickly-growing team working on a dual mission: Increase access to quality college education and dramatically reduce student debt.

Who We Are

Outliers are kind, curious, creative, and resourceful. We are a passionate multidisciplinary team working to increase access to quality education for everyone. We believe in using the scientific method and evidence-based conclusions. We respect intuition and art. We give credit where credit is due. We hold one another to high standards. We value constructive feedback. We love to try new things. We take our work seriously, not ourselves. We work hard and go above-and-beyond to ensure great student outcomes and we strongly believe in taking care of ourselves and making sure we stay healthy to continue to pursue our mission as best we can. 

Are you an Outlier?

About the team:

This team serves as the first point of contact for prospective students and their influencers as they are exploring Outlier. The goals of this team are to help prospective customers understand how Outlier can meet their needs and support them throughout the enrollment process. To achieve these goals, we respond timely to prospective students’ inquiries, provide guidance and suggestions, conduct outreach to promote Outlier, and recruit prospective students.

Your Impact:

As an Enrollment Specialist, you’ll be delivering a helpful and positive experience to our prospective students via support channels.  You will work through prospective student questions and obstacles, always eager to help with a “no task is too big” mentality. You are a skilled and empathetic communicator with a passion for problem-solving. You are adept at fixing problems, particularly via Chat and email.  You’ll be a key player who will help the team execute its vision and achieve its goals by delivering excellent customer service, conducting proactive outreach, and supporting key initiatives related to enrollment growth.  You will help improve college education by providing an exceptional experience to curious students interested in Outlier. 

This role reports to the Enrollment Team Lead and is a contract-to-hire position. As a contractor, you will need to have access to a computer, webcam, and a stable internet connection.

Customer Experience

  • Responds to all inquiries quickly and maintains consistent, high-quality communication with prospective students and their influencers using Zendesk and other channels.
  • Qualify prospective students and their influencers on their educational goals and interests,
    explain Outlier’s value proposition while setting realistic expectations.
  • Help students understand how their Outlier course fits into their broader academic plans.
  • Consistently exceed customer expectations by achieving and exceeding service delivery
    targets such as Time to First Reply and Customer Satisfaction rate.
  • Contribute to self-service, customer-facing content to ensure they are accessible, accurate, and effective.

Enrollment Growth

  • Proactively reach out to and follow up with prospective students to drive enrollment growth.
  • Support enrollment growth initiatives, including planning and leading student information
    sessions.

Operational Excellence

  • Advocate for students’ needs, priorities, and concerns within Outlier’s internal teams and suggest opportunities for improvement.

Who You Are

  • A strong communicator in verbal and written forms. You are customer-centric, patient, and
    empathetic. You are comfortable addressing all types of people.
  • Proactive and Self-motivated - you can effectively manage your time, set priorities, and resolve problems in a timely manner.
  • Tech-savvy; well-versed in the Outlier product and able to answer all student questions.
  • Team player with a positive attitude. Open to learning and developing new skills and processes.
  • You are comfortable with ambiguity and can be effective in an environment where job descriptions may blur. No task is too big or too small for you.
  • Experienced using CRMs or ticketing systems (ie: Zendesk).
  • Ability to work in a fast-paced environment and work occasional evenings and weekends as needed.
  • Bachelor's degree preferred; 1-3 years of experience working in sales/customer
    service/recruitment or other relevant fields.
  • Experience in a start-up environment is a plus.
  • Experience replying to inquiries via social media is a plus.

Please note: Outlier.org hopes to recruit and advance qualified minorities, women, LGBTQ, persons with disabilities, and veterans, among others—we welcome and encourage all applicants. One of Outlier.org’s goals is for our team and culture to reflect the diverse student populations we serve.  We remain committed to recognizing the best talent wherever it may be.

We are an Equal Employment Opportunity (“EEO”) Employer. It has been and will continue to be a fundamental policy of Outlier not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, layoff, termination, working conditions, transfer, job assignment, and benefits.