Enrollment Counselor

If you're passionate about building a better future for individuals, communities, and our country—and you're committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Job Description

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

What you'll bring:

• 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

Minimum qualifications:

• 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.

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Position & Application Details

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.