Enrollment Administrator - Customer Support for Learning and Development

Job Description

• 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.

Qualifications

• REQUIRED QUALIFICATIONS:
• A High School Diploma / GED and relevant work experience
• A 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.
• SYS REQUIREMENTS:
• A high-speed internet connection is required. 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.
• The Session Initiation Protocol (SIP) Application Layer Gateway (ALG) must be disabled by the provider.
• An Ethernet connection is preferred.
• OTHER REQUIRED QUALIFICATIONS:
• 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.
• A professional home office setup free from distractions during operational hours.
• The ability to attend virtual training sessions via webcam.
• Educational and Knowledge Requirements:
• A 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-solving and analytical skills with a solutions-oriented mindset.
• Resilient, detail-oriented, and accountable for high-quality work.
• Ability to manage high call volumes and maintain positive team morale.
• Professional and Personal Qualities:
• Ability to prioritize competing tasks effectively to deliver results.
• Independent and team-oriented work capabilities.
• Open to feedback and guidance, demonstrating adaptability and improvement.
• Resilient and positive contributor to team dynamics.
• Additional Requirements:
• The ability to clear required background check.