Enrollment Coordinator

Description

Summary:

The Enrollment Coordinator is responsible for ensuring student and parent satisfaction with Laurel Springs School’s enrollments and services.  As the primary point of contact for parents to re-enroll their students, the Enrollment Coordinator directs and controls the re-enrollment process, fields parent and student inquiries, and resolves enrollment concerns. The Enrollment Coordinator contributes to overall retention rates and works collaboratively with sales, student services, and educational staff.

Responsibilities:

• Serves as primary contact for parents to re-enroll students and to deliver an exceptional service experience.
• Proactively manages customer service issues by independently researching and resolving issues quickly and efficiently.
• Works with parents to gather enrollment preferences and collaborates with the counseling department for enrollment options.
• Assists in responding to customers in the Student Services Virtual Office via emails and phone calls.
• Assists with enrollment processing and payment processing for enrollment orders.
• Determines customer service requirements by maintaining contact with customers and benchmarking best practices.
• Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.
• Works closely with admissions and education to identify service issues, develops and implements solutions, and ensures business and operational requirements for customers are satisfactorily met.
• Contributes to overall retention strategy by working with parents to understand additional service opportunities, general higher utilization of existing services, and support continue re-enrollments.
• Maintains outstanding lines of communication with all customers including meeting notes and regular project status updates.
• Acts as a client advocate, providing client feedback on changing needs, trends, expectations and satisfaction; keeps clients informed of significant issues that may impact them.
• Creates and maintains detailed, accurate customer records in student database.
• Maintains outstanding lines of communication with all clients including meeting notes and regular project status updates.
• Performs other duties as assigned.

Experience & Credentials:

• Bachelor’s degree required.
• Minimum of 3 years prior customer service experience in a call center or face to face environment.
• Consultative sales experience a plus.

Communication & Interpersonal Skills:

• Strong verbal and written communication skills and the ability to work well within a team environment.
• Exceptional organizational skills and the ability to prioritize tasks.
• Flexibility to work extended hours to resolve client needs after hours, on weekends, and on holidays.
• Proficient in Microsoft Office and experience with customer management systems.
• Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
• Must have ability to conceptualize features and functionality from idea stage to implementation.
• Must have the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Must have strong leadership skills and a keen understanding of the requirements of a for-profit business.
• Must have a successful track record of collaborative leadership.

Physical Requirements:

• Frequent speaking and listening (over 75%). Must be proficient in speaking, writing and reading English to include reading and comprehending policies and procedures, and being able to correspond in English.
• Frequent repetitive or fine hand movements (over 75%). 
• Frequent use of computer keyboard and mouse (over 75%).
• Travel required (10-25%).
• Occasional walking and standing (I0-25%).
• Limited bending, squatting, stooping, and kneeling (
• Limited carrying and lifting (
• Employee is regularly required to speak, hear, and use clear vision with or without correction. This may include viewing small numbers.
• Environmental exposures: heat, cold, dust, noise, chemicals, moistness, dryness, blood borne pathogens, germs.
• TRAVEL: Must be able to travel by air, rail, or motor vehicle to required training and development.

Work Environment & Additional Requirements:

The noise level in the work environment is usually moderate. This position is sedentary, and the incumbent is required to work a minimum of 40 hours per work week. Position is year-round.