StraighterLine Enrollment Counselor

Position Summary

StraighterLine, a young and thriving online education company located in Baltimore’s flourishing start-up community, is looking for a motivated, high-energy Enrollment Counselor (EC). As the first point of contact for most students, it is critical that the Enrollment Counselor have outstanding customer service skills. In this role, the EC will work directly with prospective students, guiding them through the enrollment process and answering questions about the student life cycle. Enrollment counselors will have an in-depth understanding of over 60+ online courses and nearly 100 partner colleges in order to ensure students are selecting the appropriate courses for their degree program.

Duties & Responsibilities

  • Reach out proactively, via phone and e-mail, to prospective students per their interest with online education
  • 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
  • Maintain a full knowledge of all partnerships, programs and marketing material to provide on-demand answers and support to all student inquires
  • Build a rapport and provide assistance to students in course selection in accordance with partner college requirements and specified degree program
  • Counsel student concerns and needs through active listening
  • Ensure all students understand StraighterLine requirements and policies prior to enrollment to drive student success
  • Provide continuous, proactive outreach with all prospective leads to meet and exceed individual and company student enrollment goals
  • Utilize professional communication to address incoming student concerns, hindrances, and challenges to student enrollment success
  • Provide a positive and seamless student experience
  • Demonstrate strong team relationships by working collaboratively with direct team members and other departments
  • Maintain and help gather a high knowledge base of company products, processes, policies and industry competitive intelligence
  • Identify and communicate trends and improvements that could help drive business goals

Required Skills

  • Excellent verbal, written and interpersonal communication skills
  • Love of working directly with customers via phone and e-mail
  • Self- motivated and able to work effectively in a team environment
  • High level of understanding of products and courses offered to students
  • Able to adapt to change and work in a fast-paced environment
  • Great retention of knowledge
  • Detail oriented
  • Goal driven
  • Excellent time management and prioritization skills
  • Comfortable reading reports and data driven analysis of personal and team service
  • Superior work ethic that is not confined to working within the limits of office hours
  • Ability to complete multiple tasks with a high degree of attention to detail while handling frequent interruptions
  • Ability to prioritize constantly changing tasks
  • Adapt quickly to change
  • Positive disposition to ensure pleasant experience with employees throughout the day


  • Minimum 1-3 years of customer service or relationship building experience.
  • Some college experience required, Bachelor’s degree preferred
  • Prior online education experience preferred
  • Prior knowledge of higher education, credit transfer, and accreditation preferred

Additional Information

  • Department: Enrollment
  • Shift: M-F 11:30-8:00pm with some night, weekend and holiday availability
  • Manager: Manager of Student Support
  • Work Location: Baltimore - HQ
  • Job Type: Entry Level
About StraighterLine:

Recognized by Fast Company as one of the “10 Most Innovative Companies in Education,” the New York Times, Inside Higher Ed and more, StraighterLine's innovative courses and relationships with colleges makes higher education affordable again. StraighterLine is backed by leading venture capital firms like FirstMark Capital -- a New YorkCity-based venture capital firm with a history of successful investments in online, consumer-focused and education businesses -- Chrysalis Ventures, and three of the best known education-focused investors City Light Capital, ReThink Education and New Market Ventures.

Interested candidates can e-mail their resume and cover letter to [email protected] with the subject "StraighterLine Enrollment Counselor".