Pre-College Customer Engagement Associate

ESF Camps; Bryn Mawr (PA); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Professional development support

Complimentary camp enrollment for员工家庭

Job summary

ESF Camps seeks a Pre-College Customer Engagement Associate in Bryn Mawr, PA. You will guide students and families through inquiries, applications, and arrival readiness, coordinating with Program Directors and campus partners to ensure accurate, timely communications.

Ideal candidates bring 1–2 years of customer-facing experience, strong organizational skills, and CRM proficiency to support enrollment, information sessions, and events.

Qualifications

• Bachelor's degree or equivalent experience required.
• 1–2 years in customer service, admissions, enrollment, or front-desk roles preferred.
• Excellent written and verbal communication in every interaction.
• Strong organization and ability to manage multiple tasks and deadlines.
• Experience with CRM systems and Microsoft Office tools.

Responsibilities

• Respond to inquiries via email, phone, chat, and SMS within set response times.
• Manage program inboxes and route/escalate issues to Program Directors.
• Track leads in CRM; support outreach during enrollment windows.
• Guide applicants through the application process and deadlines.
• Coordinate pre-arrival forms, housing details, and student readiness with campus partners.
• Maintain onboarding communications and provide timely status updates to families.

Skills

Customer service

Communication

Organization

CRM proficiency

MS Office / Excel

Education

Bachelor's degree

Tools

HubSpot

Salesforce

Microsoft Office

Job description

Pre-College Customer Engagement Associate

Requisition Number: SALES002655

• Posted : October 6, 2026
• Full-Time

Locations

Showing 1 location

Description

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 (HubSpot and/or SalesForce).
• 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 HubSpot 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 enrollment launch.

Other

• Exhibit ESF Core Values and Virtues at all times and adhere to all company policies.
• Other duties as assigned by the Director of Residential Programs and Program Director.

Qualifications:

Required:

• Bachelor's degree, or equivalent combination of education and experience.
• 1–2 years of customer service, admissions, enrollment, or front-desk experience, ideally in education, youth programming, or hospitality.
• Excellent written and verbal communication skills, with clear, concise, and grammatically correct language in every interaction.
• Strong organizational skills and the ability to manage multiple inboxes, programs, and deadlines at once.
• Comfort with CRM and online enrollment systems, and proficiency in Microsoft Office, including intermediate Excel skills.
• Professional, patient, and empathetic approach when working with students, parents, and partners.
• Ability to handle confidential student information, including health and personal data, with discretion.

Preferred:

• Experience with pre-college, summer, camp, or college admissions programs, or in a residential life or student services office.
• Hands-on experience with HubSpot and an online registration platform such as Survey Monkey or Salesforce.
• Familiarity with the college admissions landscape/ summer programs, and the questions high school students and families commonly ask.
• Experience coordinating with external partners.

Competencies for Success

• Understands and supports the mission of ESF and its Pre-College programs.
• Responsive and reliable: follows through on every inquiry until it is resolved.
• Detail-oriented, especially with forms, deadlines, and student records.
• Calm and solution-focused during high-volume periods and with escalated concerns.
• Collaborative team player who works well at every level of the organization and with external partners.
• Positive attitude, showing patience, respect, kindness, care, and empathy.
• Flexible and adaptive in a fast-paced, seasonal environment.

Reporting Relationships & Collaboration:

• Reports directly to and takes direction from an assigned Program Director.
• Supported by all Pre-College Program Directors, who provide program-specific guidance and handle escalations.
• Collaborates with Marketing, Finance, Operations, and campus partners as needed.

Working Conditions and Physical Requirements:

• Ability to work on the phone and computer for extended periods, up to 4–6 hours per day during peak enrollment and pre-arrival periods.
• Some evening and weekend hours required during peak periods, information sessions, and program arrival days.
• Occasional travel to partner campuses, including support for check-in and arrival days.

ESF Pre-College Programs offers a competitive compensation package commensurate with experience.

• health insurance
• paid time off
• professional development support
• complimentary camp enrollment for employee families

*This position description is subject to change at any time.

ESF Pre-College Programs, part of ESF Camps & Experiences, is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and the families we serve.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.