Harvard University
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Enrollment Services Specialist
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Harvard University
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Company Description By working at Harvard University, you join a vibrant community that advances Harvard's world‑changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.
Why join the Harvard Faculty of Arts and Sciences? The Faculty of Arts and Sciences (FAS) is the historic heart of Harvard University. It is the home of Harvard’s undergraduate program (Harvard College, founded in 1636) as well as all of Harvard’s Ph.D. programs (the Harvard Kenneth C. Griffin Graduate School of Arts and Sciences, founded in 1872), Harvard Athletics and the Division of Continuing Education. The 40 academic departments and 30+ centers of the FAS support a community unparalleled in its academic excellence across the broadest range of liberal arts and sciences disciplines. Together, the FAS seeks to foster an environment of ambition, curiosity and shared commitment to knowledge and truth that elicits excellence from all members of our community and prepares the next generation of leaders through a transformative educational experience.
Job Description 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 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
Serve as principal and first source of information regarding DCE programs and schools for prospective and current students.
Provide support to students through inquiry, registration, and admissions processes.
Assist 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.
Research individual student records, verify data, troubleshoot problems using DCE Banner student system and Harvard Midas system.
Resolve student login issues.
Compose personalized communications to students while utilizing template components and incorporating current marketing messages, as assigned.
Create and maintain email templates for office with refinements as needed.
Act as a liaison between students and other departments, including Admissions, Student Financial Services, Financial Aid, Academic Services, and the Registrar, among others. Often provide backup for these offices.
Provide valuable feedback, recommendations, and ideas for improving student services.
Provide support during Summer School Opening Weekends.
Support DCE projects and initiatives.
Other tasks as required.
Working Conditions
Specialists are logged into phones from 9am–5pm, Monday–Friday, unless 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.
Qualifications 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 the pressure of a busy customer service environment.
Knowledge of foreign languages and cultures highly desirable.
Familiarity with Harvard a plus.
Additional Information
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
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.
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Enrollment Services Specialist
role at
Harvard University
Get AI-powered advice on this job and more exclusive features.
Company Description By working at Harvard University, you join a vibrant community that advances Harvard's world‑changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.
Why join the Harvard Faculty of Arts and Sciences? The Faculty of Arts and Sciences (FAS) is the historic heart of Harvard University. It is the home of Harvard’s undergraduate program (Harvard College, founded in 1636) as well as all of Harvard’s Ph.D. programs (the Harvard Kenneth C. Griffin Graduate School of Arts and Sciences, founded in 1872), Harvard Athletics and the Division of Continuing Education. The 40 academic departments and 30+ centers of the FAS support a community unparalleled in its academic excellence across the broadest range of liberal arts and sciences disciplines. Together, the FAS seeks to foster an environment of ambition, curiosity and shared commitment to knowledge and truth that elicits excellence from all members of our community and prepares the next generation of leaders through a transformative educational experience.
Job Description 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 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
Serve as principal and first source of information regarding DCE programs and schools for prospective and current students.
Provide support to students through inquiry, registration, and admissions processes.
Assist 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.
Research individual student records, verify data, troubleshoot problems using DCE Banner student system and Harvard Midas system.
Resolve student login issues.
Compose personalized communications to students while utilizing template components and incorporating current marketing messages, as assigned.
Create and maintain email templates for office with refinements as needed.
Act as a liaison between students and other departments, including Admissions, Student Financial Services, Financial Aid, Academic Services, and the Registrar, among others. Often provide backup for these offices.
Provide valuable feedback, recommendations, and ideas for improving student services.
Provide support during Summer School Opening Weekends.
Support DCE projects and initiatives.
Other tasks as required.
Working Conditions
Specialists are logged into phones from 9am–5pm, Monday–Friday, unless 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.
Qualifications 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 the pressure of a busy customer service environment.
Knowledge of foreign languages and cultures highly desirable.
Familiarity with Harvard a plus.
Additional Information
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
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.
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