Job Details

Core Tasks & 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

• Other duties as assigned

Qualifications:

• 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

• 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

• Must be willing to work shift work to support assigned time zones.

Competencies:

• Manages Complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems and successfully cultivate and nurture families in an enrollment pipeline with complex enrollment requirements.

• Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

• Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Resourcefulness - Securing and deploying resources effectively and efficiently.

• Nimble Learning - Actively learning through experimentation when tackling new problems, using both successes and failures are learning fodder

• Ensures Accountability - Holding self and others accountable to meet commitments.

• Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

• Customer Focus - Building strong relationships and delivering customer-centric solutions

1135048

Job: Enrollment Management

Job Family: CUSTOMER SERVICE

Organization: Virtual Learning

Schedule: FULL_TIME

Req ID: 19657

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