Enrollment Coach

Summary

OU Education Services is a nonprofit corporation dedicated to expanding online learning for the University of Oklahoma System. The Enrollment Coach supports prospective online students from initial interest through enrollment by providing personalized guidance, conducting outreach, resolving concerns, managing student pipelines, and supporting informed enrollment decisions.

Responsibilities

• Conduct high-quality, student-centered enrollment conversations that identify needs, address concerns, and support informed enrollment decisions
• Guide students through the application process and help them identify an appropriate start term based on program requirements, admissions processes, academic readiness, and the student’s individual goals and circumstances
• Use student-centered support and consultative communication practices to help students understand requirements, address questions or barriers, and make progress toward an informed enrollment decision
• Consistently meet daily activity and service expectations, including timely outreach, speed-to-inquiry, call volume, quality of conversations, application-support activity, accurate documentation, and other student follow-up metrics established by the manager
• Maintain ongoing engagement with prospective students to support completion of next steps, enrollment progression, and retention through program start
• Provide general information about program details, course curriculum, graduation requirements, and career pathways using approved resources, and refer students to the appropriate university office for official academic, admissions, transfer credit, or degree-requirement determinations
• Provide general information about financial aid, scholarships, and payment options using approved resources, and refer students to the appropriate financial aid or student accounts office for official eligibility, award, billing, or payment determinations
• Contribute positively to team culture through collaboration, professionalism, and a willingness to support teammates
• Participate in team and manager meetings by reviewing performance data, discussing prospective student needs and concerns, sharing insights from outreach, and contributing practical ideas to improve student experience, progression, and operational effectiveness
• Share constructive feedback and ideas that improve student outcomes and team effectiveness
• Demonstrate a positive, student-first mindset by bringing full effort each day, contributing to a healthy team environment, and representing OUES in a way that aligns with OU objectives
• Manage an assigned pipeline of prospective students utilizing established lead management and follow-up strategies
• Use Salesforce to accurately document outreach, track student progress, monitor enrollment status, and support timely next-step follow-up
• Maintain accurate student records, enrollment statuses, and communication histories within SalesforUse prospect classifications and enrollment indicators to prioritize timely outreach, align follow-up with student needs and readiness, and support appropriate student progression
• Complete timely follow-up activities in accordance with departmental outreach cadence, inquiry management classifications, student-service expectations, and applicable guidance for accurate and appropriate communication

Skills

• * Minimum 0-2 years professional work experience
• * Bachelor's degree required
• * Student-Centered Service
• * Relationship Building
• * Consultative Communication
• * Enrollment Best Practices
• * Accountability & Execution
• * Coachability
• * Continuous Improvement
• * Adaptability
• * Collaboration & Teamwork
• * Results Orientation
• * Strong interpersonal skills, team oriented and proactive
• * Ability to build relationships with prospective students through phone, text, and email communication, with an emphasis on positive student experience and effective support
• * Presentation skills necessary to lead webinars and in-person meetings to share information with prospective students regarding program and OU
• * Good attitude, positive mindset, and commitment to the OUES values
• * Passion for education and helping people achieve their goals
• * Demonstrate coachability by seeking feedback, self-reflecting on performance, applying learnings, and adjusting outreach or conversation strategies to improve student outcomes
• * Ability to manage multiple priorities in a fast-paced, service-oriented environment while maintaining consistent outreach, accurate documentation, quality conversations, and timely follow-up
• * Strong organizational skills and attention to detail
• * Experience in Salesforce or similar CRM, preferred
• * Demonstrated customer service, admissions, enrollment, student support, advising, coaching, or relationship-management experience preferred
• * Prior experience in a high-phone-activity customer service, admissions, enrollment, recruiting, student support, or relationship-management environment preferred

Qualifications

Must Haves

• * Minimum 0-2 years professional work experience
• * Bachelor's degree required
• * Student-Centered Service
• * Relationship Building
• * Consultative Communication
• * Enrollment Best Practices
• * Accountability & Execution
• * Coachability
• * Continuous Improvement
• * Adaptability
• * Collaboration & Teamwork
• * Results Orientation
• * Strong interpersonal skills, team oriented and proactive
• * Ability to build relationships with prospective students through phone, text, and email communication, with an emphasis on positive student experience and effective support
• * Presentation skills necessary to lead webinars and in-person meetings to share information with prospective students regarding program and OU
• * Good attitude, positive mindset, and commitment to the OUES values
• * Passion for education and helping people achieve their goals
• * Demonstrate coachability by seeking feedback, self-reflecting on performance, applying learnings, and adjusting outreach or conversation strategies to improve student outcomes
• * Ability to manage multiple priorities in a fast-paced, service-oriented environment while maintaining consistent outreach, accurate documentation, quality conversations, and timely follow-up
• * Strong organizational skills and attention to detail

Nice to Haves

• * Experience in Salesforce or similar CRM, preferred
• * Demonstrated customer service, admissions, enrollment, student support, advising, coaching, or relationship-management experience preferred
• * Prior experience in a high-phone-activity customer service, admissions, enrollment, recruiting, student support, or relationship-management environment preferred

Benefits

• 401K plan
• Unlimited PTO policy
• Hybrid Work Policy
• Community giving/volunteer program
• Wellness reimbursement
• Professional development and career growth opportunities