Pre-College Customer Engagement Associate

Requisition Number: SALES
002655

• Posted :
  October 6, 2026
• Full-Time

Showing 1 location

Position:
Pre-College Customer Engagement Associate
Locations:
Bryn Mawr, PA (On-Site);
University of Pennsylvania (On-Site)
Status:
Full-Time, Year-Round

Position Overview:

The Pre-College Customer Engagement Associate is one of the first points of contact for students, families, and campus partners across ESF's Pre-College programs. This person guides each student through every stage of the journey: program interest, application completion, enrollment, and pre-arrival forms.

The Associate manages customer engagement across multiple Pre-College programs simultaneously. Day-to-day, that means responding to inquiries, managing program inboxes, answering phone calls, and keeping each student moving toward a confident, well-prepared arrival on campus.

The Associate works closely with and is supported by Pre-College Program Directors, who provide program-specific guidance, academic and residential details, and escalation support. The role suits a warm, organized communicator who enjoys helping high school students and their families take an exciting step toward the college experience.

Inquiry Response & Communication Management

• Manage multiple Pre-College program inboxes, ensuring every email is acknowledged, routed, and resolved within established response-time standards.
• Answer inbound phone calls and return voicemails promptly, providing accurate, friendly information about programs, dates, costs, housing, and policies.
• Respond to web inquiries, chat, and SMS messages, logging all interactions in the CRM (Hub Spot and/or Sales Force).
• Maintain a library of approved responses, FAQs, and templates for each program, updating them with Program Directors as details change.
• Escalate academic, residential, health, financial, or sensitive concerns to the appropriate Program Director or manager.

Lead Management & Nurture

• Follow up with new leads from inquiry forms, college fairs, school partners, and marketing campaigns, matching students to the program that best fits their interests, age, and goals.
• Track lead status in Hub Spot and support nurture outreach by email, phone, and SMS during key enrollment windows.
• Support virtual information sessions, open houses, and recruitment events as needed.

Application Completion

• Guide students and families through the application process, explaining requirements such as essays, transcripts, letters of recommendation, and deadlines.
• Monitor incomplete applications and conduct proactive outreach to help students finish on time.
• Coordinate application review handoffs with Program Directors and communicate decisions and next steps to families.
• Process enrollments, deposits, payment plans, session changes, transfers, waitlists, and cancellations in the enrollment system according to ESF policy.
• Answer billing questions and coordinate with Finance on payments, refunds, and outstanding balances.
• Welcome newly enrolled students and families with clear onboarding communications and timelines.

Pre-Arrival Readiness

• Distribute, track, and follow up on required pre-arrival forms, including health forms, medical and medication information, waivers, housing and roommate forms, travel and arrival details, and code-of-conduct agreements.
• Run regular completion reports and conduct outreach to families with missing or incomplete forms ahead of deadlines.
• Share accurate, complete student rosters and form data with Program Directors and campus partners before arrival.
• Communicate arrival logistics, including check-in times, packing lists, travel and airport transfers, and move-in details.
• Serve as a reliable liaison between families, Program Directors, and campus partners (housing, dining, residential life, conference services, and academic departments).
• Relay special accommodation requests, dietary needs, and accessibility needs to the appropriate partners under the Program Director’s guidance.
• Participate in planning meetings to stay current on each program's schedule, policies, and changes.
• Keep CRM and enrollment records accurate and complete for every student-family interaction.
• Generate weekly reports on inquiry volume, application status, enrollment, and pre-arrival form completion for each program.
• Share recurring family questions and pain points with the Program Director to improve communications and processes.
• Assist with testing registration and application forms before each program's…