Bilingual Inbound/Outbound Enrollment Specialist

Anthology Inc in; Boca Raton (FL); Remote; USD 60 000 - 80 000; Full time

Job summary

An established industry player is seeking a Bilingual Inbound/Outbound Enrollment Specialist to join their dynamic team. This remote role focuses on providing exceptional customer support and assistance in the enrollment process for K12 learning systems. Ideal candidates will thrive in a fast-paced environment, showcasing their bilingual communication skills and commitment to customer service excellence. With flexible working hours and a commitment to professional growth, this position offers a unique opportunity to make a meaningful impact while working from home. If you are passionate about helping families and possess the skills to navigate complex systems, this role is perfect for you.

Qualifications

• High school diploma or equivalent required.
• Full bilingual proficiency in Spanish & English is essential.

Responsibilities

• Provide guidance on enrollment processes and policies.
• Handle high volumes of inbound and outbound customer interactions.

Skills

Bilingual proficiency in Spanish and English

Customer service skills

Communication skills

Problem-solving skills

Data management skills

Education

High School diploma

College degree or some college completed

Tools

Salesforce CRM

Job description

Bilingual Inbound/Outbound Enrollment Specialist (Finance)

Remote - US

Pay rate is $16/hour. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

The Opportunity:

Position responsibilities:

1. Customer-Focused Communicators:
   • Providing clear guidance on policies, procedures, and documentation requirements to ensure a seamless enrollment process
   • Acting as a primary contact for families, staff, and internal departments, delivering supportive and effective communication
2. Customer Service Excellence:
   • Assisting families by interpreting account details, offering updates, and demonstrating exceptional customer service skills, including empathy and relationship-building
   • Maintaining high accuracy, meeting Quality Assurance standards, and contributing to enrollment goals
3. Application Support:
   • Delivering comprehensive support for K12 learning systems and business applications
   • Clearly explaining product features, costs, and terms while coordinating secure sales/enrollment agreements and transactions
4. Enrollment Assistance Management:
   • Handling high volumes of inbound and outbound customer interactions
   • Promptly resolving common issues to ensure family satisfaction and a positive enrollment experience
5. System Proficiency and Multi-Tasking:
   • Efficiently navigating and switching between multiple systems while assisting families
6. Relationship Building and Documentation:
   • Building strong relationships with adult students, parents, or legal guardians
   • Ensuring the timely collection of all required compliance documentation in line with departmental policies
7. Problem-Solving and School Support:
   • Demonstrating excellent troubleshooting and research skills to resolve practical issues and support various schools and their policies
8. Call Management:
   • Handling a high volume of inbound calls while meeting outbound call expectations, such as follow-ups and enrollment updates
9. Data Management:
   • Accurately recording call-related data in the Salesforce CRM tool within designated timeframes during and after calls
10. Family-Focused Service:
    • Addressing family concerns creatively and with integrity, providing feedback to teammates to improve processes, and focusing on family retention
11. Policy Compliance:
    • Adhering to corporate and departmental policies regarding attendance, schedule adherence, conduct, and data security, ensuring the protection of family and student information
12. Remote Work and Flexibility:
    • Thriving 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

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.

The Candidate:

Required skills/qualifications:

• High School diploma or equivalent combination of education and experience
• Must be at least 18 years old
• Must reside in the United States
• Willing to accept a temporary assignment
• Must be able to work full time, 40 hours a week
• Must have a quiet, distraction-free work environment without conflicting responsibilities during scheduled work shift
• Ability to accurately type at least 25 wpm
• Full bilingual professional proficiency in written and spoken Spanish & English (equivalent to CEF C1 level or above)
• Excellent written and oral communication skills
• Computer knowledge and internet navigation skills
• Must reside within an approved state*
• Must be able to work from home with high-speed internet connection (Cable, Fiber, DSL): 30 Mbps download, 15 Mbps upload, 100ms ping or less, jitter 20ms or less. Wi-Fi connection is permitted.
• The employee will be responsible for maintaining the required service and stability, including using a wired connection if necessary.

Preferred skills/qualifications:

• College degree or some college completed
• One or more years of customer service experience

This job description is not exhaustive and management reserves the right to assign additional duties as needed.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.