Description:
This is a full-time, on-site position focused primarily on handling inbound calls, chats, emails, and inquiries from prospective and current students.
You will be the first point of contact for many students who are exploring our programs. Your role will be to understand what the student is looking for, provide accurate information, answer questions, recommend appropriate program options based on their needs, and guide qualified prospects through the enrollment process.
This position combines customer service, admissions support, and inbound sales.
Key Responsibilities
- Handle inbound calls, chats, emails, and student inquiries professionally and promptly.
- Understand each student's educational, licensing, certification, and career objectives.
- Provide accurate information about programs, tuition, schedules, course formats, payment options, scholarships, and enrollment requirements.
- Respond to questions and concerns and provide clear solutions.
- Identify qualified enrollment opportunities from inbound inquiries.
- Guide prospective students through the registration and enrollment process.
- Convert qualified inbound inquiries into enrollments.
- Follow up with prospects who have contacted Fortune Academy but have not yet completed enrollment.
- Maintain accurate and detailed student information in the CRM.
- Coordinate with Admissions, Student Support, Education, and other internal departments when necessary.
- Provide excellent customer service before, during, and after enrollment.
- Handle customer concerns professionally and escalate issues when appropriate.
- Maintain a high standard of communication, accuracy, professionalism, and responsiveness.
- Meet performance goals related to response time, call quality, customer service, follow-up, lead conversion, and enrollments.
- Participate in ongoing product, program, sales, and customer-service training.
What We Are Looking For
The ideal candidate is someone who enjoys talking to people, solving problems, providing excellent customer service, and helping customers make informed decisions.
Qualifications
- Previous experience in customer service, call center operations, inbound sales, inside sales, admissions, or a similar role is preferred.
- Strong customer service and communication skills.
- Excellent spoken and written English.
- Confident and professional telephone communication skills.
- Ability to listen carefully, understand customer needs, and provide appropriate solutions.
- Ability to explain information clearly and professionally.
- Strong ability to build rapport and establish customer trust.
- Sales ability with a customer-focused approach.
- Comfortable identifying opportunities and converting qualified inquiries into enrollments.
- Ability to handle customer objections and questions professionally.
- Experience using CRM systems, call center software, ticketing systems, or lead management platforms is preferred.
- Strong computer skills, including Microsoft Office, Google Workspace, email, and web-based applications.
- Excellent organizational and multitasking abilities.
- Strong attention to detail.
- Ability to work independently while contributing effectively to a team.
- Professional attitude, reliability, punctuality, and a strong work ethic.
- Previous experience in education, healthcare, training, real estate, or professional services is an advantage.
- High school diploma or equivalent is required.
- A Bachelor's degree in Business, Marketing, Communications, or a related field is preferred but not required.