Enrollment Representative - Universal

Job Description

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, including phone, chat, email, and SMS. Representatives are expected to adapt to varying workloads and assist customers wherever demand is highest, which may include supporting different departments or handling diverse inquiries. A strong ability to manage high volumes of work with professionalism and efficiency is essential. This position offers an opportunity to contribute meaningfully to our mission of helping families access quality education while working in a dynamic and collaborative environment.

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.

• This is a temporary/contractor role that offers a 40-hour week at $15.75 hourly.
• We are hiring for cohorts in June – July.
• This is a Remote Worker position for U.S. residents of the 50 states, and D.C.

Certificates and Licenses: None required.

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, including phone, chat, email, and SMS. Representatives are expected to adapt to varying workloads and assist customers wherever demand is highest, which may include supporting different departments or handling diverse inquiries. A strong ability to manage high volumes of work with professionalism and efficiency is essential. This position offers an opportunity to contribute meaningfully to our mission of helping families access quality education while working in a dynamic and collaborative environment.

• This is a temporary/contractor role that offers a 40-hour week at $15.75 hourly.

• We are hiring for cohorts in June – July.

• This is a Remote Worker position for U.S. residents of the 50 states, and D.C.

Certificates and Licenses: None required.

Key Responsibilities:

• 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.

 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 accommodation may be made to enable individuals with disabilities to perform the essential duties.

• System Proficiency and Multi-Tasking: 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: A