Enrollment Administrator

Upwork; Town of Florida (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

Upwork seeks an Enrollment Representative for their remote call/contact center team. The role entails providing exceptional customer service to families navigating enrollment processes for schools. Responsibilities include guiding customers on enrollment policies, assisting with account details, and managing high call volumes. Candidates need a High School Diploma and at least one year of relevant experience. This position requires excellent communication skills and the ability to work independently in a remote setting.

Qualifications

• Minimum of 1 year of experience in a similar call center role.
• All work must be performed within the United States.
• Ability to attend virtual training sessions.

Responsibilities

• Provide guidance on policies and procedures for a seamless enrollment process.
• Deliver comprehensive support for K12 learning systems and business applications.
• Handle high volumes of inbound and outbound customer interactions.

Skills

Customer service skills

Communication skills

Problem-solving abilities

Multitasking

Education

High School Diploma / GED

Tools

Salesforce

Microsoft Office Suite

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: 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.

nKey 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 FUNCTION

S:Reasonable accommodations may be made to enable individuals with disabilities to perform the essential dutie

• s.Multitasking and system proficiency: Efficiently navigate and switch between multiple systems while assisting famili
• esPrioritization and Results-Driven Performance: Effectively manage competing priorities to meet role-specific Key Performance Indicators (KPIs) consistentl
• y.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 policie
• s.Problem-Solving and School Support: Demonstrate excellent troubleshooting and research skills to resolve practical issues and support various schools and their policie
• s.Call Management: Handle a high volume of inbound calls while meeting outbound call expectations, such as follow-ups and enrollment update
• s.Data Management: Accurately record call-related data in the Salesforce CRM tool within designated timeframes during and after call
• s.Family-Focused Service: Address family concerns creatively and with integrity, provide feedback to teammates to improve processes, and focus on family retentio
• n.Policy Compliance: Adhere to applicable policies related to attendance, schedule adherence, professional conduct, and data security, ensuring the protection of family and student informatio
• n.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 overtim

e. Qualificati

onsREQUIRED QUALIFICATIO

• NS:High School Diploma / GED and relevant work experie
• nceMinimum of 1 year of experience in a similar call center r
• oleAll 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 employme

nt.System Requiremen

• ts:Our work from home members are required to have and maintain High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. Satellite, DSL, data plans, wireless or dial-up services are not compatib
• le.Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provid
• er.Ethernet connection is preferr

ed. OTHER REQUIRED QUALIFICATI

ONS:Physical and Technical Requireme

• nts: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 spea
• kingDaily access to a smart device (e.g., phone, tablet) capable of downloading and using a
• pps.Professional home office setup free from distractions during operational ho
• urs.Ability to attend virtual training sessions via web

cam.Education and Knowle

• dge:Thorough knowledge of home-based connectivity supp

ort.Communication Ski

• lls:Strong verbal and written communication ski
• lls.Excellent listening skills with a consultative approach to customer serv
• ice.Proficient in telephone and email etique
• tte.Ability to communicate effectively through multiple channels, including phone, voicemail, email, and c

hat.Technical Proficie

• ncy:Expertise in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, etc.) and PC/Internet applicati
• ons.Proficiency in web-based applications; Salesforce experience is a p
• lus.Knowledge of modern Windows operating sys

temsCustomer Service and Problem-Solv

• ing:Strong problem-solving and analytical skills with a solutions-oriented mind
• set.Resilient, detail-oriented, and accountable for high-quality w
• ork.Ability to manage high call volumes and maintain positive team mor

ale.Professional and Personal Qualit

• ies:Ability to prioritize competing tasks effectively to deliver resu
• lts.Independent and team-oriented work capabilit
• ies.Open to feedback and guidance, demonstrating adaptability and improvem
• ent.Resilient and positive contributor to team dynam

ics.Additional Requireme

• nts:Ability to clear required background ch

eck. DESIRED QUALIFICAT

• IONS:Previous experience with Education/Strid
• iencePrevious Customer Service or Sales experience with proven record of achiev