Enrollment Support Specialist

Position Title: Enrollment Support Specialist

Department: Enrollment

Report To: Director of Enrollment and Marketing

Job Type: Full-Time, Nonexempt 

Salary: $22 - $25 per hour

Location: San Diego Campus

GENERAL SUMMARY:

The Enrollment Support Specialist serves as the face and voice of NewSchool of Architecture and Design. As the primary point of contact for all prospective students, this role is critical in creating a stellar first impression. You will be responsible for the "first touch" - rapidly responding to new inquiries, qualifying leads through intentional conversation, and ensuring a seamless transition to our Enrollment Specialists to help students begin their design journey.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Act as the "first responder" to all new student inquiries (leads) via phone, email, and web forms.
• Conduct initial discovery calls to screen prospective students, identifying their program of interest, educational background, and motivation.
• Execute "warm transfers" by connecting qualified leads directly to an Enrollment Specialist in real-time.
• In cases where an Enrollment Specialist is unavailable, proactively use staff booking links to schedule follow-up consultations, detailed calls, or campus tours.
• Monitor and manage the general Enrollment email inbox, ensuring all inquiries receive a professional response within established SLAs.
• Serve as the primary operator for the general admissions phone line, providing accurate information or routing callers to the appropriate department (Financial Aid, Registrar, etc.).
• Maintain a high level of energy and brand alignment in every interaction, reflecting the creative and professional culture of NewSchool.
• Accurately log all interactions and lead status updates within the CRM (Element451/Risely.AI).
• Coordinate and manage the calendar for campus tours, ensuring the visitor experience is organized and confirmed.
• Follow up with "no-show" inquiries to reschedule and maintain the top-of-funnel pipeline.
• Prepare and maintain progress, conversion, and related reports on a weekly basis.
• Maintain a high-level knowledge of current programs, processes, and policies at NewSchool; understand the higher education landscape and be able to compare and contrast NewSchool to competitor institutions.

• Utilize professional communication skills on a daily basis while conversing with students in person, on the phone and when corresponding by email and text.

TECHNICAL, MANAGERIAL, and PEOPLE SKILLS REQUIRED

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Incumbents will be evaluated, in part, based on performance of each essential function. Appropriate reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION and/or EXPERIENCE

• Bachelor’s Degree required.
• 1–2 years of experience in high-volume customer service, inside sales, or higher education admissions. Working knowledge of CRM software, Element 451, preferred
• Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint)
• Must possess confident telephone presence
• Excellent verbal, written, and interpersonal communication skills
• Ability to stay organized, prioritize, and goal oriented while working in a fast-paced environment
• Must be self-motivated and able to work effectively in a team environment
• Must possess effective time management skills, sense of urgency, and ability to plan and prioritize daily activities

WORK ENVIRONMENT

This is a fully remote position. Work is performed in a home office setting and requires the ability to operate a computer and maintain high-level digital communication for six to eight hours daily. The role requires sitting or standing at a desk for extended periods. Candidates must provide a dedicated, quiet workspace free from distractions and maintain reliable high-speed internet access to ensure seamless connectivity with the team and prospective students.

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required.