Enrollment Administrator - Customer Support for Learning and Development

Key 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.

ESSENTIAL FUNCTIONS

• Efficiently navigate and switch between multiple systems while assisting families.
• Prioritize and 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.

Qualifications

• High School Diploma / GED and relevant work experience.
• 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.
• System Requirements: High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. Ethernet connection is preferred.

OTHER REQUIRED QUALIFICATIONS

• Physical and Technical Requirements: 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. Professional home office setup free from distractions during operational hours.
• Ability to attend virtual training sessions via webcam.
• Education and Knowledge: 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.
• 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.

DESIRABLE QUALIFICATIONS

• Previous experience with Education/Stride/K12.
• Salesforce Experience.
• Previous Customer Service or Sales experience with proven record of achievement.