Responsibilities
- 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.
- 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.
- 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.
- Handle high volumes of inbound and outbound customer interactions.
- Promptly resolve common issues to ensure family satisfaction and a positive enrollment experience.
- Efficiently navigate and switch between multiple systems while assisting families.
- Effectively manage competing priorities to meet role-specific Key Performance Indicators (KPIs) consistently.
- Build strong relationships with adult students, parents, or legal guardians.
- Ensure the timely collection of all required compliance documentation in line with departmental policies.
- Demonstrate excellent troubleshooting and research skills to resolve practical issues and support various schools and their policies.
- Handle a high volume of inbound calls while meeting outbound call expectations, such as follow-ups and enrollment updates.
- Accurately record call-related data in the Salesforce CRM tool within designated timeframes during and after calls.
- Address family concerns creatively and with integrity, provide feedback to teammates to improve processes, and focus on family retention.
- Adhere to applicable policies related to attendance, schedule adherence, professional conduct, and data security, ensuring the protection of family and student information.
- Thrive in a quiet remote work environment with a high degree of autonomy while adhering to a defined shift schedule.
- Employees are expected to be fully present and give full attention to their work while on the clock.
- Flexibility is essential, as shifts may change based on business needs and may include weekends, holidays, and optional overtime.
Requirements
- Efficiently navigate and switch between multiple systems while assisting families
- Effectively manage competing priorities to meet role-specific Key Performance Indicators (KPIs) consistently
- Build strong relationships with adult students, parents, or legal guardians
- Ensure the timely collection of all required compliance documentation in line with departmental policies
- Demonstrate excellent troubleshooting and research skills to resolve practical issues and support various schools and their policies
- Handle a high volume of inbound calls while meeting outbound call expectations, such as follow-ups and enrollment updates
- Accurately record call-related data in the Salesforce CRM tool within designated timeframes during and after calls
- Address family concerns creatively and with integrity, provide feedback to teammates to improve processes, and focus on family retention
- Adhere to applicable policies related to attendance, schedule adherence, professional conduct, and data security, ensuring the protection of family and student information
- Thrive in a quiet remote work environment with a high degree of autonomy while adhering to a defined shift schedule
- Employees are expected to be fully present and give full attention to their work while on the clock
- Flexibility is essential, as shifts may change based on business needs and may include weekends, holidays, and optional overtime
Work Arrangement
Remote (Worldwide)
Additional Information
- Shifts may include weekends, holidays, and optional overtime
- Employees must work in a quiet remote work environment
- Employees are expected to be fully present and give full attention to their work while on the clock
