Role Snapshot
The Re-enrollment Specialist conducts high-volume outbound outreach to stopped-out students at UNC System institutions, guiding them through readmission or re-entry pathways. The role directly supports student retention and degree completion for Project Kitty Hawk's campus partners.
Key Responsibilities: Make outbound calls, texts, and emails to stopped-out students, conduct discovery conversations, and guide them through readmission applications with warm handoffs to campus contacts. Maintain CRM pipeline data, track individual metrics, and share feedback with the REM on messaging, data quality, and student objections.
Skills & Tools: Strong outbound communication and discovery conversation skills, with comfort in high-volume calling and CRM management (Education Cloud). Requires working knowledge of readmission policies and the ability to analyze metrics, collaborate across teams, and set accurate expectations for students.
Qualifications: Bachelor's degree required, plus 1+ year of experience in higher education admissions, advising, re-enrollment, student recruitment, or high-volume outbound outreach or customer success. Preferred experience includes readmission or registrar processes, working with adult learners, or knowledge of the UNC System.
Location: Remote
Compensation: $32K–$45K/yr (estimated)
Job Description
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.
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.
Ensure the accuracy, completeness, and timeliness of all student records and CRM data in the RES’s personal pipeline.
What We Offer
Project Kitty Hawk offers a comprehensive benefits package that includes full medical/dental/vision coverage, a 401K with match, and a generous time-off policy with paid volunteer time. In addition, we are committed to providing competitive salaries with the potential for performance bonus and remote working flexibility.
Project Kitty Hawk is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws.
Project Kitty Hawk is dedicated to this policy concerning recruitment, hiring, placement, promotion, training, compensation, benefits, employee activities, and general treatment during employment. For individuals with disabilities who would like to request an accommodation, please contact Kelly Snow at klsnow@projectkittyhawk.com.