Enrollment Services Specialist

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.

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:

• 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.

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.

• 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.

This position will be based in Cambridge, MA. Hybrid workplace models in place at DCE with a minimum of 2 days per week on campus. DCE may adjust these as necessary or appropriate.

Additional details will be discussed during the interview process. All remote work must be performed within one of the Harvard Registered Payroll States, which currently includes Massachusetts, Connecticut, Maine, New Hampshire, Rhode Island, Vermont, Georgia, Illinois, Maryland, New Jersey, New York, Virginia, Washington, and California (CA for exempt positions only). Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

• 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.