Provide motivation and encouragement to prospective and new Division of Continuing Education (DCE) students through personalized outbound outreach. Work closely with assigned caseload of students to help them through the course registration cycle and serve as a resource to them during their first term.Position Description
The Enrollment Advisor is a key member of the Enrollment Services Student Outreach Team within the Division of Continuing Education (DCE) who has a passion for education and working closely with non-traditional students. Reporting to the Manager of Student Outreach, they will communicate and build relationships with a caseload of students through various outbound channels. They and members of their team will also partner with the Marketing team to plan, execute, and host webinars/events for students, and provide support to the Enrollment Services Help Desk Team during peak periods throughout the calendar year.
The Enrollment Advisor will:
Coach and advise students. Provide outbound outreach (calls and emails) to a caseload of prospective and new students who have made themselves known to DCE in some way and are currently in the enrollment process for their first term. Assist students one-on-one through the inquiry, registration, and admissions processes.
Build relationships. Have excellent customer service skills and assist students with navigating the different academic pathways at DCE while building relationships to encourage future enrollment.
Be a knowledge expert. Serve as the principal and first source of information regarding all DCE programs and schools for prospective and new students. Have a wide breadth of knowledge of all DCE programs, policies, and offerings.
Promote DCE to the public. Support the various Marketing webinars and events throughout the year. This includes presenting or co-presenting content and/or fielding questions from students.
Be organized. Gather and maintain data within student database notes via Salesforce CRM for use in daily, weekly, monthly, and yearly reports.
Be thorough. Research individual student records, verify data, and troubleshoot problems using Banner and the Harvard MIDAS system.
Have strong communication skills. Compose personalized communications to students while utilizing template components and incorporating current Marketing messages, as assigned. Create and maintain email templates for the office with refinements as needed.
Be a team player. Provide support to the Enrollment Services Help Desk Team during peak periods throughout the calendar year. Contribute ideas/feedback during meetings, be willing to serve on various committees, and take on other duties as assigned.
5 or more years of relevant job-related experience
Education beyond high school may count toward experience
Bachelor's degree preferred
Previous experience in higher education in a position working directly with students on course advising and registration.
Communication skills (both written and oral), including specifically: the ability to make presentations to large groups of students.
Proven ability in using Word, Excel, and databases.
Experience with a customer relationship management system (Salesforce preferred), desktop applications (Banner and Slack), online processes, and/or data processing essential.
Must be comfortable working as part of a team and with the pressure of a busy customer service environment.
A demonstrated understanding of, and desire to, protect the privacy of student information through compliance with the Federal student privacy law, Family Educational Rights and Privacy Act (FERPA).
The ability to understand and effectively explain the Harvard University Division of Continuing Education history, mission, policies, procedures and programs. Knowledge of the greater higher education landscape.
Demonstrated commitment to diversity, equity, inclusion and belonging efforts.
Familiarity with Harvard a plus.
- In order to be considered for this role, a resume and cover letter must be submitted with application.
- We will not provide visa sponsorship for this position.
- All formal offers will be made by FAS Human Resources.
Occasional evening and weekends required.
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.About Us
The Division of Continuing Education (DCE) comprises four academic units serving about 30,000 domestic and international students annually, which allow Harvard to meet the learning needs of intellectually curious and highly motivated students from high school through retirement. Established in 1910, the Harvard Extension School (HES) offers access to Harvard faculty for a diverse community of adult learners, enrolling about 15,000 students. HES offers over 1,000 open enrollment courses - 85 percent of which are accessible online - and provides flexibility through noncredit, undergraduate, and graduate courses, including degrees, certificates, and a premedical program. The Harvard Summer School, founded in 1871, offers around 450 credit and noncredit courses both on the Harvard Campus and online, catering to 10,000 high school, college, and adult learners. Additionally, it offers more than 15 international study abroad programs, hosting up to 300 students each summer. Harvard DCE Professional & Executive Development delivers over 140 noncredit programs annually, reaching more than 3,600 participants through online platforms and its executive development center in Cambridge. The Harvard Institute for Learning in Retirement offers about 140 peer-taught courses to approximately 550 active members.
We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:
- 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.
Faculty & Student Services
Department Office Location
USA - MA - Cambridge
404038 Coordinator II (FSS)
Hybrid (partially on-site, partially remote)
Division of Continuing Education
Division of Continuing Education
55 - Hvd Union Cler & Tech Workers
Commitment to Equity, Diversity, Inclusion, and Belonging
Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.
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