Enrollment Administrator - Customer Support for Learning and Development

Responsibilities

• Customer-Focused Communicators: Provide clear guidance on policies, procedures, and documentation requirements to ensure a seamless enrollment process. Act as a primary contact for families, staff, and internal departments, delivering supportive and effective communication.
• Customer Service Excellence: Assist families by interpreting account details, offering updates, and demonstrating exceptional customer service skills, including empathy and relationship-building. Maintain high accuracy, meet Quality Assurance standards, and contribute to enrollment goals.
• Application Support: Deliver comprehensive support for K12 learning systems and business applications. Clearly explain product features, costs, and terms while coordinating secure sales/enrollment agreements and transactions.
• Enrollment Assistance Management: Handle high volumes of inbound and outbound customer interactions. Promptly resolve common issues to ensure family satisfaction and a positive enrollment experience.
• This role is ideal for individuals who thrive in a dynamic call center environment and are passionate about providing top-notch support and customer service.
• ESSENTIAL FUNCTIONS:
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
• Multitasking and system proficiency: Efficiently navigate and switch between multiple systems while assisting families
• Prioritization and Results-Driven Performance: Effectively manage competing priorities to meet role-specific Key Performance Indicators (KPIs) consistently.
• Relationship Building and Documentation: Build strong relationships with adult students, parents, or legal guardians. Ensure the timely collection of all required compliance documentation in line with departmental policies.
• Problem-Solving and School Support: Demonstrate excellent troubleshooting and research skills to resolve practical issues and support various schools and their policies.
• Call Management: Handle a high volume of inbound calls while meeting outbound call expectations, such as follow-ups and enrollment updates.
• Data Management: Accurately record call-related data in the Salesforce CRM tool within designated timeframes during and after calls.
• Family-Focused Service: Address family concerns creatively and with integrity, provide feedback to teammates to improve processes, and focus on family retention.
• Policy Compliance: Adhere to applicable policies related to attendance, schedule adherence, professional conduct, and data security, ensuring the protection of family and student information.
• REQUIRED QUALIFICATIONS:
• High School Diploma / GED and relevant work experience
• Minimum of 1 year of experience in a similar call center role
• All work must be performed within the United States. Candidates must reside in and be authorized to work from the U.S. for the duration of employment.
• System Requirements:
• Our work from home members are required to have and maintain High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. Satellite, DSL, data plans, wireless or dial-up services are not compatible.
• Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provider.
• Ethernet connection is preferred.
• OTHER REQUIRED QUALIFICATIONS:
• Physical and Technical Requirements:
• This role requires remaining at a designated workstation for the duration of scheduled shifts (excluding provided breaks and/or meal periods, as applicable), with continuous computer use, typing, reading, listening, and speaking
• Daily access to a smart device (e.g., phone, tablet) capable of downloading and using apps.
• Professional home office setup free from distractions during operational hours.
• Ability to attend virtual training sessions via webcam.
• Education and Knowledge:
• Thorough knowledge of home-based connectivity support.
• Communication Skills:
• Strong verbal and written communication skills.
• Excellent listening skills with a consultative approach to customer service.
• Proficient in telephone and email etiquette.
• Ability to communicate effectively through multiple channels, including phone, voicemail, email, and chat.
• Technical Proficiency:
• Expertise in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, etc.) and PC/Internet applications.
• Proficiency in web-based applications; Salesforce experience is a plus.
• Knowledge of modern Windows operating systems
• Customer Service and Problem-Solving:
• Strong problem

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