Enrollment Services Specialist

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.

Job-Specific Responsibilities:

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.

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.

Basic Qualifications:

• Minimum of 3 years of customer and/or student service experience.  
• Education beyond high school may count towards experience

Additional Qualifications and Skills:

• 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.

• Appointment End Date: N/A
• Standard Hours/Schedule: 35 hours per week
• Compensation Range/Rate (including Shift Differential if applicable): $60K-$70K
• Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position
• Pre-Employment Screening: Identity
• Other Information:
  • In order to be considered for this role, a resume and cover letter must be submitted with the application.
  • We will not provide visa sponsorship for this position. 
  • All formal offers will be made by FAS Human Resources.

Work Format Details

This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non-Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard-designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process. Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 053. Please visit  Harvard's Salary Ranges to view the corresponding salary range and related information. 

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to: 

• Generous paid time off including parental leave 
• Medical, dental, and vision health insurance coverage starting on day one 
• Retirement plans with university contributions 
• Wellbeing and mental health resources 
• Support for families and caregivers 
• Professional development opportunities including tuition assistance and reimbursement 
• Commuter benefits, discounts and campus perks 

Learn more about these and additional benefits on our Benefits & Wellbeing Page. 

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.