Family Enrollment Counselor - Pearson Online Academy

Pearson; City of Albany (NY); Remote; USD 10,000 - 60,000; Full time

Job summary

Join a forward-thinking organization that is reshaping K-12 education through innovative virtual learning experiences. As a Family Enrollment Counselor, you will play a pivotal role in guiding families through the enrollment journey, ensuring they understand the value and benefits of a virtual school environment. This position offers the chance to make a real impact on students' educational paths while working in a supportive and engaging remote environment. With a focus on relationship building and customer service, you will be a key player in fostering long-term retention and satisfaction among families. If you are passionate about education and dedicated to helping others succeed, this role is perfect for you.

Qualifications

• 1+ year direct selling experience and consultative sales skills required.
• Technologically proficient, especially with Microsoft Office 365.

Responsibilities

• Guide families through the enrollment process and provide exceptional customer experience.
• Communicate the value and benefits of Pearson Online Academy.

Skills

Consultative Sales

Customer Service

Communication Skills

Attention to Detail

Multitasking

Education

Bachelor's degree in communications, education, sales, or related field

Tools

Salesforce

Microsoft Office 365

Job description

Company description

At Pearson, our purpose is simple; to add life to a lifetime of learning. We envision a future where everyone can realize the life they imagine through learning. To achieve this, we create vibrant and enriching learning experiences designed for real-life impact.

For over 20 years, Pearson Virtual Schools has been reimagining K-12 education with full-time virtual schools for students who want a personalized, more flexible approach to learning. Our flagship products and services include Connections Academy, US-based online public charter schools; Pearson Online Academy, a global online private school; and Pearson Connexus, our comprehensive online school program for school districts nationwide.

About the role

The Pearson Online Academy Enrollment Department plays a crucial role in driving sales and student enrollment while fostering long-term retention through dedicated family support. From initial inquiry to graduation, the team guides families through the decision-making process, ensuring a strong fit and a seamless experience. They facilitate clear communication between families, the school, and Pearson staff, assist with tuition payments, and provide consistent engagement through relationship building, regular check-ins, and ongoing support.

Location - Remote

Contract - Full time, Permanent. You must be willing to work Monday – Friday, 9am – 6pm EST (1-hour lunch included).

Core tasks & responsibilities

The Family Enrollment Counselor is responsible for providing an exceptional customer experience by effectively communicating the value, features, and benefits of Pearson Online Academy. They ensure that parents have a clear understanding of the expectations of a virtual school environment. As the first point of contact in the enrollment journey, the counselor guides families in making informed decisions to support their child's educational success by:

1. 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.
2. Nurture leads interested in a virtual school and/or a private school education.
3. Securely process tuition payments, apply discounts, and create and update payment plans for enrolling families.
4. Create and maintain detailed, accurate customer records in Salesforce and Pearson Online Classroom.
5. Work in focused school-specific outbound task forces to drive pipeline enrollment goals.
6. Support interested families via inbound calls in a phone queue setting, assisting families through the enrollment process.
7. Make outbound calls to families interested in enrolling in Pearson Online Academy.
8. Serve as an enrollment subject matter expert to families during the enrollment process.
9. Act as an ambassador for the school in interactions with students and families.
10. Act as a liaison between local schools and enrollment to resolve issues that may impede enrollment.
11. Remain up to date with changes in enrollment policies and guidelines and communicate changes to families.
12. Communicate changes in school events, policies, and guidelines through interaction with school staff and parents.

Qualifications

1. Bachelor's degree in communications, education, sales, or a related field preferred.
2. Minimum 1-year direct selling experience.
3. Demonstrated consultative sales experience and high-volume call metrics.
4. Proven experience supporting families and schools with complex enrollment requirements and/or 2+ years of demonstrated phone remote, phone-based admissions experience.
5. Prior experience in a phone queue a plus.
6. Possess an assertive, professional entrepreneurial spirit.
7. Familiarity with Salesforce or other CRM solution preferred.
8. Delivers quality enrollment conversions from inbound and outbound communication.
9. Commitment to working overtime during peak season, July-September.
10. Excellent oral, written, and interpersonal communication skills.
11. Technologically proficient (especially with Microsoft Office 365: Teams, Excel, Word, SharePoint, PowerPoint, Outlook).
12. Possess a high degree of attention to detail and be able to multitask effectively.
13. Ability to follow explicit instructions consistently but is also able to exercise good judgment when making work-related decisions.
14. Must be able to work effectively as a part of a team and independently.
15. Must enjoy a challenging work environment that requires flexibility, self-direction, creativity, strong communication, and organizational skills.
16. Ability to manage stressful situations in a calm, courteous, and efficient manner.

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Maryland, New York State, New York City, Washington State, and Washington DC laws, the pay range for this position is as follows:

The full-time salary is paid at $19.23 per hour.

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [e-mail].

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Virtual Learning

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 18406