Job Description
SUMMARY: The Enrollment Representative, Universal, is a key member of our remote call/contact center team, focused on providing outstanding customer service to individuals navigating the application and enrollment processes for our public and private schools. This role involves supporting customers across multiple communication channels: primarily phone support. Enrolling families will rely on you to answer their questions, address their concerns, and assist them with one or more of our school products or services, including tuition costs, payment options, and available payment plans. In this role, you will routinely review account details, and guide families through the enrollment process with clarity, sensitivity, and professionalism. You will need to be comfortable navigating multiple computer systems while supporting family concerns, interpreting family accounts, and providing progressive updates throughout the enrollment process. Strong customer service skills are essential, including the ability to communicate effectively via phone, demonstrate empathy, build relationships, and handle financial conversations with discretion and care.
Key Responsibilities:
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.
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: Quality performance is evaluated through routine call monitoring, audits, and coaching, with a focus on continuous improvement, compliance, and delivering an exceptional family experience. Enrollment Representatives are expected to consistently meet or exceed established quality assurance benchmarks, which may include (but not limited to):
o Compliance with call handling and verification procedures
o Adherence to enrollment and tuition disclosure guidelines
o Accuracy of information provided regarding tuition, payment plans, and account details
o Proper documentation and account notes within required systems
o Professional communication standards, including tone, empathy, and clarity.
· 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.
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.
Remote Work and Flexibility: 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.
Supervisory Responsibilities: This position has no formal supervisory responsibilities.
MINIMUM REQUIRED QUALIFIC