[Hiring] Enrollment Counselor @Western Governors University

Role Description

At WGU, we believe education should be within reach for everyone. As an Enrollment Counselor, you'll guide prospective students from their first question to their first day. Some will be returning to school after years away, some will be balancing work and family, and many will be the first in their family to earn a degree. Your job is to listen, understand what each person needs, and help them take the next step with confidence.

This role blends human connection with modern technology. Students increasingly start their journey with AI agents and self-service tools, and you'll step in with the personal guidance and encouragement that only a person can give.

Schedule and time zone:

• We're hiring Enrollment Counselors across all U.S. time zones (ET, CT, MT, and PT).
• You'll be expected to work within your time zone, with a schedule that falls between 8 a.m. and 7 p.m. local time.

What you'll do:

• Guide prospective students through enrollment with empathy and personalized support, meeting each person where they are.
• Support students who are using AI agents and self-service tools, adding human connection and one-on-one guidance when they need it.
• Build genuine relationships through active listening and encouragement.
• Explain WGU programs, enrollment steps, and requirements in clear, everyday language.
• Help students set realistic expectations about the WGU experience and culture.
• Partner with students to match their academic and career goals to the right program.
• Answer questions and resolve concerns with patience, escalating complex issues when appropriate.
• Stay current on WGU programs, policies, and processes so your guidance is always accurate.
• Keep accurate records of student interactions and progress across multiple systems, including our CRM.
• Follow all WGU and U.S. Department of Education standards and policies.
• Share feedback and ideas that improve the student experience.
• Support your team through collaboration, a positive attitude, and a commitment to continuous improvement.
• Travel to 1–2 work events per year.

Qualifications

• Excellent verbal and written communication, with real care for the people you help.
• Strong active listening and the ability to build trust with students from all backgrounds.
• Comfort moving between calls, chat, text, IM, and email throughout the day without losing quality.
• Experience with CRM systems such as Salesforce, and eagerness to learn new tools, including AI-enhanced ones.
• Problem-solving skills, comfort with ambiguity, and good judgment about when to escalate.
• A flexible communication style that adapts to each student.
• Self-motivation, attention to detail, and follow-through on your commitments.
• Openness to coaching and a drive to keep improving.
• Energy for a fast-moving, tech-enabled environment where change is constant.
• A commitment to living the WGU Leadership Principles.

Requirements

• Bachelor's degree.
• 2+ years of customer service or consultative sales experience.
• Demonstrated ability to multitask across communication channels and software, including phone, email, text, chat, and Microsoft Office.

Preferred Qualifications

• Experience working in higher education, ideally at an online institution.
• Contact center experience, including managing high volumes of calls, chats, and texts.
• Experience in lieu of education: Equivalent relevant experience can substitute for the degree requirement, generally 1 year of experience for each year of education, at the hiring manager's discretion.

Benefits

• Eligible for bonuses.
• Medical, dental, vision, telehealth and mental healthcare.
• Health savings account and flexible spending account.
• Basic and voluntary life insurance.
• Disability coverage.
• Accident, critical illness and hospital indemnity supplemental coverages.
• Legal and identity theft coverage.
• Retirement savings plan.
• Wellbeing program.
• Discounted WGU tuition.
• Flexible paid time off for rest and relaxation with no need for accrual.
• Flexible paid sick time with no need for accrual.
• 11 paid holidays.
• Other paid leaves, including up to 12 weeks of parental leave.

How to Apply

If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

• Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.
• Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [email protected].
• Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.