Enrollment Administrator - Customer Support Learning and Development

Enrollment Administrator - Customer Support for Learning and Development

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: primarily phone support. 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.

• 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.

• Multitasking and System Proficiency: 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 time frames during and after calls.
• Family-Focused Service: Address family concerns creatively and with integrity, provide feedback to teammates to improve processes, and focus on family retention.
• Policy Compliance: Adhere to applicable policies related to attendance, schedule adherence, professional conduct, and data security, ensuring the protection of family and student information.
• Remote Work and Flexibility: Thrive in a quiet remote work environment with a high degree of autonomy while adhering to a defined shift schedule. Employees are expected to be fully present and give full attention to their work while on the clock. Flexibility is essential, as shifts may change based on business needs and may include weekends, holidays, and optional overtime.

• 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.

• Our work from home members are required to have and maintain high‑speed internet connection. At the minimum…