- Serves as principal and first source of information regarding DCE programs and schools for prospective and current students.
- Provides support to students through inquiry, registration, and admissions processes.
- 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 these offices.
- Provides valuable feedback, recommendations, and ideas for improving student services.
- Provides support during Summer School Opening Weekends.
- Supports DCE projects and initiatives.
- Other tasks as required.
- Minimum of 3 years of customer and/or student service experience.
- Education beyond high school may count towards experience
- Bachelor's degree preferred as is experience providing customer support in an educational setting.
- Experience with computer information systems, including a customer relationship management system, desktop applications, online processes, and data processing essential.
- Demonstrated excellent oral and written communication skills; finalists evaluated through 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.
- We will not provide visa sponsorship for this position.
- In Order to be considered for this role, a resume and cover letter must be submitted with the application.
- All formal offers will be made by FAS Human Resources.
- Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
- Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
- Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
- Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
- Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
- Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
- Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
- Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
- Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.
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Enrollment Services Specialist - Cambridge, United States - Harvard University
Description
Harvard UniversityPosition Title: Enrollment Services Specialist
Req ID: 65668BR
School or Unit: Faculty of Arts and Sciences
Description: 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 degrees, certificates, professional and executive development programs, and summer programs for high school students. Specialists connect with students over the phone, via email, and in person during walk-in hours.
Position Description
Reporting to the Manager of Enrollment Services Help Desk, the Enrollment Services Specialist is part of the Help Desk team within ES at the Division of Continuing Education (DCE). This professional and knowledgeable team provides initial and ongoing support towards student success and a rewarding educational experience to all Harvard Extension and Summer School students, as well as a growing number of Professional and Executive Development Program participants. The goal of the ES Help Desk team is to provide course registration and other support to students over the phone, via email and various social media channels, and in person. Specialists explain registration enrollment policies and requirements, and help students with online registration, applications, and other self-service tools.
Essential Functions:
A successful Enrollment Services Specialist:
Basic Qualifications
Additional Qualifications and Skills
Working Conditions
Specialists are logged into phones from 9am - 5pm, Monday-Friday, unless they are assigned to staff the front desk for walk-in visitors, away at lunch, or on break
The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines.
Additional Information
About Us
The Division of Continuing Education (DCE) comprises four academic units serving about 30,000 domestic and international students annually, which allow Harvard to meet the learning needs of intellectually curious and highly motivated students from high school through retirement. Established in 1910, the Harvard Extension School (HES) offers access to Harvard faculty for a diverse community of adult learners, enrolling about 15,000 students. HES offers over 1,000 open enrollment courses - 85 percent of which are accessible online - and provides flexibility through noncredit, undergraduate, and graduate courses, including degrees, certificates, and a premedical program. The Harvard Summer School, founded in 1871, offers around 450 credit and noncredit courses both on the Harvard Campus and online, catering to 10,000 high school, college, and adult learners. Additionally, it offers more than 15 international study abroad programs, hosting up to 300 students each summer. Harvard DCE Professional & Executive Development delivers over 140 noncredit programs annually, reaching more than 3,600 participants through online platforms and its executive development center in Cambridge. The Harvard Institute for Learning in Retirement offers about 140 peer-taught courses to approximately 550 active members.
Benefits
We invite you to visit Harvard's Total Rewards website ) to learn more about our outstanding benefits package, which may include:
LinkedIn Recruiter Tag (for internal use only)
#LI-ZJ1
Department Office Location: USA - MA - Cambridge
Job Code: 403033 Staff Assistant III
Job Function: General Administration
Work Format: Hybrid (partially on-site, partially remote)
Sub Unit: Division of Continuing Education
Salary Grade: 053
Department: Division of Continuing Education
Union: 55 - Hvd Union Cler & Tech Workers
Time Status: Full-time
Pre-Employment Screening: Identity
Schedule: Monday-Friday, 9-5pm
Commitment to Equity Diversity Inclusion and Belonging: Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.
EOE 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.
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