Job Description
Title: Family Enrollment Counselor
Full Time
United States
Enrollment and Customer Engagement
Enrollment and Customer Engagement’s primary purpose is to enhance enrollment and retention by providing the best possible experience for families and students. With the services we provide to schools, students and families, we also support key accountabilities within marketing, sales, client relations and school services including:
- Enrollment and Retention
- Sales/Proposals
- Client and School Satisfaction
- Graduation Rate
Enrollment Experience Department
The Enrollment Experience Department is accountable for driving customer satisfaction and expediting enrollments, providing:
- Lead follow-up and nurturing
- Senior-level relationship management supports partner schools for enrollment and academic placement, including collaboration on enrollment strategy
- Escalated contact center/help desk enrollment and academic placement support for students and families in the enrollment process
- Outreach to families during the process
- Dedicated single-point-of-contact non-academic support for families in the Family Enrollment Counselor program from their initial interest in our program through enrollment.
Family Enrollment Counselors must be willing to work a 9-hour shift between 9am-6pm EST Monday – Friday (1-hour lunch included). Working from your home office, the Family Enrollment Counselor focuses on building and maintaining positive and productive relationships with families interested in enrolling in a Connections Academy school. The Family Enrollment Counselor is accountable for delivering a superior customer experience by communicating the value, features, and benefits of a Connections Academy school offering, while ensuring parents understand the expectations of a virtual school experience. The Family Enrollment Counselor helps families make the right enrollment decision for their child and is the first point of contact for parents as they begin their enrollment journey.
Primary Responsibilities :
- Work in focused school-specific outbound task forces to drive pipeline enrollment goals
- Support interested families via inbound calls in a phone queue setting, assisting families through the enrollment process
- Make outbound calls to families interested in enrolling in Connections Academy schools
- Serve as an enrollment subject matter expert to families during the enrollment process
- Act as an ambassador for the school in interactions with students and families
- Act as a liaison between local schools and enrollment to resolve issues that may impede enrollment
- Remain up to date with changes in enrollment policies and guidelines and communicate changes to families
- Communicate changes in school events, policies, and guidelines through interaction with school staff and parents
- And other duties as assigned
Pearson Virtual Schools is focused on providing a flexible work environment to its employees, including the ability to work from home on a regular basis in most positions. We believe that flexibility in work/life balance is a critical part of our culture and employee satisfaction, and we are proud to provide to our employees the ability to work from anywhere, anytime. In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards and expectations.
Requirements :
- Demonstrated consultative sales experience and high-volume call metrics required
- Proven experience supporting families and schools with complex enrollment requirements and/or 2+ years of demonstrated phone remote, phone-based admissions experience
- Delivers quality enrollment conversions from inbound and outbound communication.
- Bachelor’s degree in Communications, Education, Sales, or a related field preferred
- Commitment to a schedule within the hours from 8am to 10pm EST Monday-Friday, during non-peak
- Commitment to working overtime during peak season, July-September
- Excellent oral, written, and interpersonal communication skills
- Prior customer service experience preferred
- Prior experience in a phone queue a plus
- Technologically proficient (especially with Microsoft Office 365: Teams, Excel, Word, SharePoint, PowerPoint, Outlook)
- Possess a high degree of attention to detail and be able to multitask effectively
- Ability to follow explicit instructions consistently but is also able to exercise good judgment when making work-related decisions
- Must be able to work effectively as a part of a team and independently
- Must enjoy a challenging work environment that requires flexibility, self-direction, creativity, strong communication, and organizational skills
- Ability to manage stressful situations in a calm, courteous, and efficient manner