The Online Admissions Advisor is responsible for following a proven process resulting in set and kept appointments for our admissions team across 16 campuses nationwide. The Advisor is also responsible for both verbal and written communication with contacts and for keeping accurate records in our customer service database. The Online Admissions Advisor must take direction from campus leadership and maintain an upbeat, businesslike manner in all interactions. The Advisor will also be familiar with the school website, catalogs and addenda and be able to access and accurately disseminate information to prospective students and other inquirers while maintaining academic compliance. In addition, the Online Admissions Advisor will assist the DOA in support of other staff members, ongoing training and special projects. Also demonstrates excellence both in adherence to the contact strategy and conducting successful conversations according to the call outline (script). All Concorde associates are required to display professionalism and uphold Concorde’s Mission and the core values of respect for the individual, integrity, teamwork, customer service, and achievement.
KEY RESPONSIBILITIES
Timely and successful contact with prospective students through an established inbound and outbound strategy
Have a positive and energetic conversation with prospective students utilizing a predetermined outline (script)
Establish rapport quickly and ask open-ended questions to find out more about the prospective student’s motivations and career interests
Use active-listening skills to restate and paraphrase prospective student’s works to build trust and successfully transition to the appointment set
Obtain accurate and complete information such as prospective student name, phone number, email address and other relevant information and log in Concorde’s customer relationship manager (CRM) system (Velocify) and update existing information as needed
Identify and reroute misrouted calls to appropriate resource via warm call transfer
Maintain a positive and upbeat attitude regardless of caller demeanor and bring the call to a successful conclusion escalating as needed to call center staff or, as appropriate, to campuses via warm call transfer
Handle incoming and outbound phone traffic as well as communicate by emails and texts
Be able to take all coaching and counseling from supervisory personnel with a positive attitude and immediately apply what has been learned to calls.
Supports the day-to-day activities of the Admissions Support Representatives and assists the Director of Admissions in assessing the effectiveness of the same
Assists in ongoing training of Admissions Support Representatives
Other roles and projects the Director of Admissions may need assistance with from time to time
Perform other duties as assigned
EXPERIENCE/EDUCATION
High School diploma from an accredited institution, one year sales or telemarketing experience required
Some college preferred
Phone sales experience is preferred
Experience using and keeping record in a customer relationship manager (CRM) system (like, Velocify)
Proficiency using Microsoft Outlook
Must study for and pass a compliance certification test required to work at the call center
Demonstrate excellent oral, written and interpersonal skills
Ability to work in a fast paced, multitasking environment
Must have the ability to adapt to a change in a professional business environment
