Job Description:
Berklee’s Division of Pre-College, Online, and Professional Programs offers 25+ short-term, in person summer programs in the areas of music, theater, and dance and regularly welcomes 2,500+ students to the main campus each year, in addition to enrolling students into off-site and online courses. Under the direct supervision of the Summer Programs Enrollment Manager, the Summer Programs Advisor is the first point of contact for prospective and registered students and families, and provides high-level customer service via email and phone by advising in areas such as program selection, registration, funding, and pre-program preparation. Program registrations open annually in the fall; however, the office reaches peak volume in the spring and summer and is particularly fast-paced during this period.Job duties:
● Manage inquiries from prospective students through email, telephone, live chat, and occasional face-to-face meetings
● Maintain liaison with all organizations and individuals involved in the enrollment process.
● Advise prospective students on suitable programs in accordance with their qualifications and objectives
● Maintain a customer database containing relevant information and profiles that can be used for research, targeting and customization.
● Understand and communicate Berklee Online/Summer Programs policies so that they are easily understandable to students.
● Make prompt and effective contacts to assure that enrollment and service level goals are met
● Transfer other Berklee division prospects and students to appropriate advising teams in a professional and seamless manner
● Maintain outreach correspondence with the existing Summer Program student body
● Participate in virtual open houses, regional presentations, orientation programs, career days, etc., as directed by Summer Programs Enrollment Manager
● Assist Summer Programs Enrollment Manager with hiring, training, and management of student employees and temporary seasonal staff positions.
● Responsible for developing a thorough understanding of both external-facing and backend department technologies, including Salesforce CRM, and delivering training to the frontline team.
● Identify and communicate to department leadership recurring trends in customer concerns and other opportunities for improvement, including web/communications edits and suggestions.
● Support enrollment management by triaging processing of withdrawals and refund requests with assistance of seasonal staff.
● Maintain up-to-date knowledge of Summer Programs business operations, policies, and practices to appropriately advocate for departmental needs to non-Summer Programs stakeholders.
● Support on-the-ground programming as needed, including staffing program check-in events. Some evenings, early mornings, and weekends may be required, usually on select dates in June, July, and August for program-related events.
Required Qualifications:
● Strong written and oral communication skills with ability to clearly and concisely explain programming, policies, and procedures in person, by phone, virtually, and by email.
● Customer service-oriented attitude. Ability to maintain professional composure and represent the department in a friendly, helpful manner, especially for sensitive cases that have been escalated from the customer service team.
● Strong team management skills and ability to adequately provide professional support and mentorship to customer service team members.
● Strong organizational, administrative, and analytical skills that require meticulous attention to detail.
● Excellent time management skills and ability to multitask in a fast-paced setting with frequent interruptions.
● Comfortable using standard office hardware and software, e.g. Apple OSX, Google Suite (Google Docs, Sheets, Drive, etc.), Word, and Excel.
Preferred Qualifications:
● Salesforce CRM experience.
● Familiarity with music or other performing arts. ● Knowledge of a language other than English.
This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.
Diversity, Equity, Inclusion & Equal Employment Opportunity at Berklee:
We support an inclusive workplace where everyone excels based on personal merit, qualifications, experience, ability, and job performance. Berklee affirms that inequality is detrimental to our faculty, staff, students, and the communities we serve. Our goal is to make lasting change through our actions. Berklee is committed to providing fair and equitable consideration of all employees and applicants without regard to race, color, religion, ancestry, age, national origin, place of birth, gender, sexual orientation, gender identity or expression, disability, genetic information, or status as a member of the armed forces or veteran of the armed forces, or any other category protected by federal, state, or local law.
As part of this commitment, Berklee will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Team at hroperations@Berklee.edu or call 617-747-2375.
Berklee is committed to increasing the diversity of our institution, community, and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.
*Currently enrolled Berklee students are not permitted to apply for staff or faculty positions.*
Employee Type:
Staff
