Enrollment Services Department

The Enrollment Services Department is comprised of an Enrollment Director, SL.com & Academy Team Leads, SL.com & Academy Enrollment and an Academy Senior Enrollment Specialist. This department is responsible for answering questions and concerns about getting started with StraighterLine and the Academy programs. We are responsible for providing prospective students an in-depth understanding of over 60+ online courses and over 150 partner colleges in order to ensure students are selecting the appropriate courses for their degree program.

What makes us different from other departments?

• • Our department is the first point of contact most people ever have with Straighterline. As such, we have a unique opportunity to create a positive perception in students’ minds.
    

What do we do?

• • Our job is to take student from the point of initial inquiry to the process of starting a course. It's our job to take each prospective student from their curiosity about our course to the point of realizing Straighterline can meet their education needs in a variety of ways.

Goals

1. Effectively inform prospective students of StraighterLine products and course transferability through verbal and written communication

2. During and after initial contact with prospective students, use consultative sales initiatives to drive enrollments

3. Counsel prospective students on SL course expectations in order to ensure student success

4. Help prospective students determine if StraighterLine is a good fit given their educational goals and situations, and to help those students enroll.

5. Provide prospective students with StraighterLine features and benefits and how those can help them achieve their goals.

6. Help prospective students understand the credit transfer process and specifically help them confirm if their school will accept StraighterLine course for credit transfer

Job Function Overview

• Provide excellent customer service to all prospective students

• Answer 100% inbound calls to aid students with enrollment inquiries and issues

• Field incoming phone, email and chat questions from prospective students

• Assess potential needs of students to determine what courses are most appropriate for their degree plan

• Complete outbound calls using contact strategy in order to meet SL goals and expectations

• Redirect current student callers to the Student Support team

• Have engaging conversations with potential students

• Help students meet their educational goals.

• Effectively communicate with prospective students via inbound and outbound calls, live chat, SMS, and email.

• Work with prospective students to address their concerns by actively listening and identifying how StraighterLine is able to meet their needs

• Use knowledge of StraighterLine partnerships, credit transfer process, and courses in order to assess if StraighterLine is the right fit for prospective student

• Utilize CRM to create and maintain accurate contact history and necessary updates to manage prospective student pipeline

• Meet weekly and monthly performance goals