Family Enrollment Counselor - Pearson Online Academy
About the position Pearson Online Academy Family Enrollment Counselors must be willing to work a Monday – Friday 9am – 6pm EST (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 Pearson’s private school, Pearson Online Academy. The Family Enrollment Counselor is accountable for delivering a superior customer experience by communicating the value, features, and benefits of Pearson Online Academy, 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. Responsibilities • Clearly and thoroughly explain our programs, services, tuition/course costs, and full-time, part-time, and summer school courses to determine if there is an appropriate educational opportunity that matches their interests and needs • Nurture leads interested in a virtual school and/or a private school education • Securely process tuition payments, apply discounts, and create and update payment plans for enrolling families • Create and maintain detailed, accurate customer records in Salesforce and Pearson Online Classroom • 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 Pearson Online Academy • 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 Requirements • Bachelor's degree in communications, education, sales, or a related field preferred • Minimum 1-year direct selling experience • 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 • Possess an assertive, professional entrepreneurial spirit • Familiarity with Salesforce or other CRM solution preferred • Delivers quality enrollment conversions from inbound and outbound communication. • Commitment to a schedule within the hours from 9am to 6pm EST Monday-Friday • Commitment to working overtime during peak season, July-September • Excellent oral, written, and interpersonal communication skills • 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 Nice-to-haves • Prior experience in a phone queue a plus Apply tot his job