Inquiry Response Representative I

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us — and helped us grow a team that now serves over 180,000 learners worldwide.

Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.

Make an impact — from near or far

At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.

We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.

The opportunity

Inquiry Response Representative I is responsible for prospecting, qualifying, and transferring new students to Admission Counselors. You will communicate with new student prospects by phone through multiple sources including inbound and outbound marketing leads, prospect lists, discovery, and individual research. An agile communicator with a desire to problem solve is important. You will report to an Inquiry Response Team Lead, and this is a fully remote role. "#LI-Remote"

What you'll do:

• Be the first point of contact and provide top tier customer service.
• Embrace the university core values by positively impacting and providing world-class support to internal and external customers
• Maintain university key performance indicators measured daily, weekly, monthly and year over year
• Upholds all SNHU policies, procedures, with integrity and ethics
• Manage and protect sensitive and critical client information.
• Maintain good product knowledge and provide accurate information.
• Other duties and responsibilities as assigned.
• Job duties and responsibilities can change at any time, with or without notice.

What we're looking for:

• High school diploma or GED
• 1+ year of relevant experience in customer service, sales, contact center, or a comparable customer-facing environment that includes regular phone-based customer interactions and managing multiple priorities in a high volume, fast-paced setting
• 1+ year of experience using Microsoft Windows and web-based applications or computer systems to access, enter, or maintain customer information while navigating multiple systems simultaneously
• Strong interpersonal and communication skills that foster genuine, professional, and customer-focused interactions
• Sound judgment and problem-solving skills to identify customer needs and determine appropriate next steps within established guidelines
• Aptitude for learning and retaining product, program, or service information and communicating it accurately to customers
• Training Schedule: Monday - Friday, 8:30am-5:00pm Eastern for the first 3 weeks of employment
• Permanent Work Schedule beginning week 4 of employment and forward: Tuesday-Saturday, 11:30am-8:00pm Eastern
• This position pays a fixed hourly rate - $18.77 per hour.

We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.

Compensation

Exceptional benefits (because you’re exceptional)

You’re the whole package. Your benefits should be, too. As a full-time employee at SNHU, you’ll get:

• High-quality, low-deductible medical insurance

• Low to no-cost dental and vision plans

• 5 weeks of paid time off (plus almost a dozen paid holidays)

• Employer-funded retirement

• Free tuition program

• Parental leave

• Mental health and wellbeing resources