CE Enrollment Specialist

Job Summary

Rhode Island School of Design (RISD) Continuing Education provides an immersive and innovative art and design education for everyone, at all stages of life and all levels of experience. RISD Continuing Education seeks to hire two (2) CE Enrollment Specialists to serve as the central point of contact and liaison for all internal and external inquiries. The ideal candidate thrives in a fast-paced, dynamic environment to meet the enrollment demands of a new global audience and fulfill the customer service needs of a rapidly expanding and newly designed online program. RISD CE has a new global audience, so this position will be speaking directly to, and digitally communicating (emailing) with, people from all over the world at any given time.

The CE Enrollment Specialist thrives in a busy work environment, provides an elevated level of customer service to a high volume of calls and emails from past, current and prospective students; efficiently answers routine questions and escalates or refers inquiries to the appropriate resources. This position r esponds to questions and inquiries regarding course selection, availability, and content, as well as questions or issues related to CE’s online registration system. As well, the CE Enrollment Specialist is responsible for processing registrations, troubleshooting issues related to enrollment, payment, and withdrawal across all CE programs that serve and meet the needs of a diverse, multicultural, global student community. This role is responsible for the timely and accurate processing of registrations and other student processes using the departmental SIS. The CE Enrollment Specialist uses a broad understanding of all CE programs to answer questions and concerns from current and prospective students and families and encourages and maximizes student enrollment, while also providing excellent customer service to the CE student community.

We seek culturally competent candidates who will thrive in a campus environment that is committed to advancing the principles of social equity and inclusion, environmental and climate justice, and equal access to resources and opportunities.

Essential Functions

• Responsible for providing support, advice and counsel of CE courses to current and prospective students during the full cycle of the CE registration process. Coordinates and facilitates resolutions to an array of issues related to payments, registrations, and withdrawals in accordance with established CE policies; escalates as appropriate.
  
  
• Works to maximize enrollment by monitoring incomplete registrations and applications and encourages conversion through direct contact with applicants. Troubleshoots issues and responds to questions regarding course availability, or course specificity.
  
  
• Responds to a high volume of questions and inquiries regarding course selection, availability and content as well as provides overview information about all CE programs and courses. Provides excellent customer service by following up with students/families, ensuring concerns are handled in a timely and accurate manner, and proactively anticipating needs.
  
  
• Informs students of course/faculty changes, cancellations, and processes withdrawals. Encourages students to enroll in a related course in an effort to maximize enrollment.
  
  
• Serves as the central point-person and liaison between inbound student inquiries and CE’s Academic Advisor and Program Managers; actively responding to direct questions themselves or collaborating with knowledge experts across the department.
  
  
• Engages with CE students to obtain information and notifies students of account issues, pending balances and or questions.
  
  
• Identifies enrollment patterns and areas of opportunity for direct outreach and coordinates with marketing, student experience to improve our student support and communication (identifying common questions/issues), and internal communication with the rest of the department.
  
  
• Maintains up-to-date knowledge of ever-changing CE courses, programs, systems, and processes in order to effectively and efficiently serve our students/prospects.
  
  

Required Knowledge, Skills, Experience

Minimum of three years of administrative experience. Associates degree preferred. Demonstrated computer skills and prior experience with MS Office, CRM, and database systems, preferably Slate or other CRM. Strong problem-solving skills; excellent customer service skills; organization skills; and proven resourcefulness are a must. Computer and database entry skills required. Experience with Student Information Systems or other databases and spreadsheets a plus. Ability to generate standard reports. Prior experience in an educational setting, with application and/or enrollment management experience strongly preferred. Must be detail-oriented and have excellent customer service skills. Ability to generate standard reports. Demonstrated experience working, collaborating, and communicating effectively within a diverse multicultural and inclusive setting. Ability to thrive in a fast-paced, constantly changing environment and effectively communicate with a broad spectrum of past, current, and prospective CE students.

Union:

No



Work Schedule:

35 hours per week

12 months per year



Employment Status:

Full-time; Non-exempt

O ccasional evenings and weekends required



Grade:

05/CT

Documents Needed to Apply:

Resume (required)

Cover Letter (required)

Incomplete applications will not be considered. Please upload all required documents.

The successful candidate will be required to meet our pre-employment background screening requirements.

For certain positions, RISD is currently supporting remote work arrangements due to the pandemic. When work resumes in person, employees are expected to perform work on campus.

RISD recognizes diversity and inclusivity as fundamental to its learning community and integral to an art and design education. We welcome candidates whose experience has prepared them to contribute to our commitment to diversity and excellence. RISD is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity or expression, genetics, or any other protected characteristic as established by law.

For internal use only - Job Family:

CE - Operations