Re-enrollment Specialist

What you'll do:

- Execute high-volume outbound contact (call, text, email) to stopped-out students, prioritizing campaign responders and assigned segments in alignment with established cadences and content guidelines.

- Conduct discovery conversations to understand each student’s reasons for stopping out, current goals, and barriers to return.

- Guide students through their next step, from selecting a pathway to starting the readmission or re-entry application, and confirm a warm handoff to the appropriate campus contact.

- Manage a personal pipeline in the CRM (Education Cloud), maintaining accurate dispositions, campus of origin and destination, and next actions.

- Monitor individual metrics, including contact rate, conversations, application starts, and campus handoffs, and take corrective action to improve results.

- Conduct long-term nurturing follow-up to student completers to gather information on student experience, success, and retention

- Develop and maintain working knowledge of the readmission policies, processes, and deadlines of each participating UNC System institution, including readmission versus new-application rules, time-away thresholds, academic standing and suspension requirements, holds, and transfer-credit considerations.

- Use the Re-Enrollment campus knowledge base to identify the correct pathway for each student’s situation and set accurate expectations about requirements and timelines.

- Apply System and campus operating rules on where a student may return (e.g., home-campus-first) and escalate exceptions or unclear cases to the REM.

- Capture structured, consistent data on stop-out reasons, barriers, and outcomes so the program can segment, prioritize, and report accurately.

- Share regular feedback with the REM on messaging performance, list and data quality, and recurring student objections to inform campaign and cadence adjustments.

- Flag policy changes, process friction, and discrepancies between published campus policy and student experience, and contribute updates to the knowledge base and team playbooks.

- Close the loop with campus partners on handoffs, confirming receipt and tracking returned outcomes to identify where students stall after reconnection.

- Partner with the REM and campus re-enrollment, registrar, and admissions contacts to resolve student questions and smooth the path back.

- Collaborate with PKH Marketing, Operations, and Analytics teams on campaign timing, list updates, and reporting.

- Ensure the accuracy, completeness, and timeliness of all student records and CRM data in the RES’s personal pipeline.

What you bring:

- Bachelor’s degree required.

- 1+ years of experience in higher education admissions, advising, re-enrollment, or student recruitment, OR equivalent experience in high-volume outbound outreach or customer success.

- Preferred: Experience with readmission or registrar processes, adult and “some college, no credential” learners, or the UNC System.

- Comfort and consistency with high-volume outbound calling, including persistence and resilience with cold and re-engagement outreach.

- Ability to learn, compare, and accurately apply differing policies and processes across multiple institutions.

- Strong discovery and listening skills, with the ability to build trust quickly with students who may feel uncertain about returning.

- Knowledge of the challenges and needs specific to adult and returning learners.

- Knowledge of and experience with CRM platforms (Salesforce/Education Cloud preferred) and outbound dialer or texting tools.

- Attention to detail and discipline in documentation and data entry; comfort sharing data-informed feedback.

- Knowledge of the Family Educational Rights and Privacy Act of 1974 (FERPA).

- Ability to exercise discretion, professionalism, and good judgment and maintain confidentiality.

- Ability to work in a fast-paced, newly launched program with evolving processes.

- Exercise sound judgment, concentrate, think, communicate, interact with others, manage multiple tasks, and cope with stressful situations and deadlines.

- Ability to perform sedentary physical activity of an administrative nature, including extended periods of phone and computer use.

Funding Note: This is a regular, full-time position supporting a newly launched re-enrollment initiative in partnership with the UNC System. Continuation of the position is contingent on ongoing program funding and partnership renewal. Employment with Project Kitty Hawk remains at-will.