Enrollment Representative - Universal

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, including phone, chat, email, and SMS. 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.

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.

• This is a temporary/contractor role that offers a 40-hour week at $15.75 hourly.
• We are hiring for our July cohort.
• This is a Remote Worker position for U.S. residents of the 50 states, and D.C.

Certificates and Licenses: None required.

SUMMARY: 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, including phone, chat, email, and SMS. 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.

• This is a temporary/contractor role that offers a 40-hour week at $15.75 hourly.

• We are hiring for our July cohort.

• This is a Remote Worker position for U.S. residents of the 50 states, and D.C.

Certificates and Licenses: None required.

Key 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 FUNCTIONS:   Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

• System Proficiency and Multi-Tasking: 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 timeframes 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 corporate and departmental policies regarding attendance, schedule adherence, 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.

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

MINIMUM REQUIRED QUALIFICATIONS:   

• High School Diploma / GED and relevant work experience, OR

• Minimum of 2 years’ experience in a similar call center role

System Requirements:  

• 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. For the sake of call quality, satellite, DSL, data plans, wireless or dial-up services are not compatible. 

• 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 provider.

• Ethernet connection is preferred.

OTHER REQUIRED QUALIFICATIONS: 

 Physical and Technical Requirements:

• Sedentary work involves fluent typing, listening, speaking, extensive reading, repetitive motions, and prolonged computer use.

• Daily access to a smart device (e.g., phone, tablet) capable of downloading and using apps.

• Professional home office setup free from distractions during operational hours.

• Ability to attend virtual training sessions via webcam.

Education and Knowledge:

• Familiarity with home-based or public/private school education systems.

• Thorough knowledge of home-based connectivity support.

Communication Skills:

• Strong verbal and written communication skills.

• Excellent listening skills with a consultative approach to customer service.

• Proficient in telephone and email etiquette.

• Ability to communicate effectively through multiple channels, including phone, voicemail, email, and chat.

Technical Proficiency:

• Expertise in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, etc.) and PC/Internet applications.

• Proficiency in web-based applications; Salesforce experience is a plus.

• Knowledge of Microsoft Windows Operating Systems (7, 8, 10, and XP).

Customer Service and Problem-Solving:

• Strong problem-solving and analytical skills with a solutions-oriented mindset.

• Resilient, detail-oriented, and accountable for high-quality work.

• Ability to manage high call volumes and maintain positive team morale.

Professional and Personal Qualities:

• Ability to prioritize competing tasks effectively to deliver results.

• Independent and team-oriented work capabilities.

• Open to feedback and guidance, demonstrating adaptability and improvement.

• Resilient and positive contributor to team dynamics.

 Additional Requirements:

• Ability to own and execute projects with minimal supervision.

• Capability to travel up to 10% of the time (e.g., team-building activities).

• Ability to clear required background check.

DESIRED QUALIFICATIONS:  

• Previous experience with Stride/K12

• Salesforce Experience

• Previous customer service or sales experience with proven record of achievement  

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• This is a work-from-home (WFH) position and open to residents of the U.S. 50 states and D.C.

Compensation & Benefits: Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level. Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefit elections.

• Offers will typically be in the bottom half of the range. We anticipate this position will pay $15.75 per hour. This is a temporary/contractor role, and you will be an employee of Randstad. This salary is not guaranteed, as an individual’s compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Randstad offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works. It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

Job Type

Contractor