Note: The job is a remote job and is open to candidates in USA. Lifted, an Upwork Company, is seeking an Enrollment Administrator to join their remote call/contact center team. The role focuses on providing outstanding customer service to individuals navigating the application and enrollment processes for public and private schools, ensuring a seamless experience for families.
Responsibilities
- 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
- 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
- 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
- Handle high volumes of inbound and outbound customer interactions. Promptly resolve common issues to ensure family satisfaction and a positive enrollment experience
- Efficiently navigate and switch between multiple systems while assisting families
- Effectively manage competing priorities to meet role-specific Key Performance Indicators (KPIs) consistently
- Build strong relationships with adult students, parents, or legal guardians. Ensure the timely collection of all required compliance documentation in line with departmental policies
- Demonstrate excellent troubleshooting and research skills to resolve practical issues and support various schools and their policies
- Handle a high volume of inbound calls while meeting outbound call expectations, such as follow-ups and enrollment updates
- Accurately record call-related data in the Salesforce CRM tool within designated timeframes during and after calls
- Address family concerns creatively and with integrity, provide feedback to teammates to improve processes, and focus on family retention
- Adhere to applicable policies related to attendance, schedule adherence, professional conduct, and data security, ensuring the protection of family and student information
- 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
Skills
- High School Diploma / GED and relevant work experience
- Minimum of 1 year of experience in a similar call center role
- All 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 employment
- 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 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
- 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 speaking
- 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
- Thorough knowledge of home-based connectivity support
- 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
- 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 modern Windows operating systems
- 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
- 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
- Ability to clear required background check
- Previous experience with Education/Stride/K12
- Salesforce Experience
- Previous Customer Service or Sales experience with proven record of achievement
Company Overview