52757BRAuto req ID:52757BRJob Code:403033 Staff Assistant III Location:USA - MA - Cambridge Business Title:Enrollment Services SpecialistSub-Unit: Salary Grade:053Time Status:Full-time Union:55 - Hvd Union Cler & Tech Workers Basic Qualifications:Minimum two years' experience in high-volume customer service with diverse populations.
Experience with computer information systems, including a customer relationship management system, desktop applications, online processes, and data processing essential.
Additional Qualifications and Skills: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 providetimely, 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.Additional Information:The Division of Continuing Education (DCE) comprises several entities serving about 30,000 students annually. The Harvard Extension School, the Harvard Summer School, the Harvard Professional Development Programs and the Harvard Institute for Learning in Retirement allow Harvard to serve the learning needs of students across their life. 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 16,000 students per year in approximately 46 graduate and undergraduate liberal arts and professional fields. More than 1,500 open enrollment courses are offered year-round with over 600 available online are offered at affordable prices to our communities across the world. Harvard Summer School offers approximately 450 courses on the Harvard Campus to 10,000 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 80 short noncredit courses to almost 4,000 learners annually.All formal offers will be made by FAS Human Resources.Harvard offers an outstanding benefits package including:Time Off: 3 - 4 weeks paid vacation, paid holiday break, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days per year.
Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans, all coverage begins as of your start date.
Retirement: University-funded retirement plan with full vesting after 3 years of service.
Tuition Assistance Program: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.
Transportation: Harvard offers a 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.
Wellness options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation and complimentary health services.
Harvard access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.
Department:Division of Continuing EducationPre-Employment Screening:Identity Schedule:M-F, 8:45am - 5:00pmJob Function:General Administration Job-Specific Responsibilities:Reporting to the Assistant Director of Enrollment Services, 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.
School/Unit:Division of Continuing Education EEO Statement: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, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.Job Summary:The Enrollment Services Specialist embodies the mission of the Office of Enrollment Services, which is to connect the Division of Continuing Education (DCE) community to knowledge and resources while facilitating individual success. Specialists serve as the principal and first source of information on all DCE programs including undergraduate/graduate degree programs, graduate certificates, professional development programs, and summer programs for high school students. The primary coaching and advisement of students takes place over the phone and via email, with occasional walk-in traffic.