Inbound/Outbound Enrollment Specialist

Job Description

Job Description

Role Overview

As a Inbound/Outbound Enrollment Specialist, you'll guide prospective families through K–12 online schooling options through a blend of inbound and outbound calls. You'll serve as a trusted advisor by assessing family needs, recommending best-fit programs, and supporting families through the enrollment process, including documentation, school requirements, and deadlines, while delivering an exceptional experience and meeting performance goals.

A Day in the Life

• Making outbound calls and taking inbound calls from families interested in enrolling, determining best options, sharing details about various online schooling options.
• Developing relationships with parents as an educational advisor and consultant generating and enhancing interest in the various client products and services
• Requesting and closing the sale of parents/primary caregivers relative to the best solution for their situation
• Meeting key performance indicators for employee attendance, phone productivity, enrollments, call quality, customer satisfaction, customer loyalty, and schedule adherence
• Escalating issues in a timely manner
• Assessing family needs, recommending the best-fit program, and driving enrollment by effectively communicating value and next steps.
• Closes sales while delivering exceptional experience and meeting key performance goals.

About You

• Excellent English in written and oral communication proficiency (equivalent to CEF C1 level or above).
• Computer knowledge and multi-tasking with internet navigation skills
• 18 years or older with a High School diploma or equivalent combination of education and experience
• Willing to accept Full time, 40 hours a week
• Must reside within approved state*
• Able to work from home with Home Internet that meets the following requirements:

• 30 Mbps download

• 15 Mbps upload

• 100ms ping or less

• Cable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point)

• WiFi is allowed; wired connection required if WiFi becomes unstable

• Successful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening process

• CLEAR™ Candidate FAQ

• Must be able to enroll in and use Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator for secure access to company systems.

Preferred skills

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

What Makes This Opportunity

• Receive paid training and ongoing support
• Full Benefits Full time

• Gain hands-on experience in customer experience and tech-enabled services

• Support a mission-driven environment serving students and educators

• Strengthen core skills like communication, customer service, and multitasking

Our Training Approach

During your paid 2 week training you will learn:

• Understanding differences between public and private charter schools, home schooling, and other product offerings with the ability to describe the differences to potential customers
• Providing recommendations to parents/primary caregivers on which school solution is the best for their situation
• You will learn about our Knowledge Base to keep up to date with frequent changes to schools and their enrollment policies and procedures, messaging these appropriately to parents/primary caregivers

Pay rate is $13/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.

*This position is available for candidates residing in the following states:

Alabama, Arkansas, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Montana, Nevada, New Hampshire, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, West Virgina, Wisconsin

This job description outlines primary responsibilities but may not list every duty. Responsibilities may shift based on business needs.

Encoura is an equal opportunity/affirmative action employer. We consider all qualified applicants for employment regardless of race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, veteran status, or other protected categories.

About Us

Encoura's mission is to empower students and institutions to create meaningful connections so everyone can make the most informed decisions to achieve their goals. Since 1972, the Company has evolved its products and services to better represent the link between students and higher education institutions and to create the highest probability of student success. 

Encoura's expertise now spans enrollment, research, marketing, student success, and advancement and provides an unmatched combination of higher education experience and innovative solutions for colleges and universities. The Company also offers Encourage® — the nation's largest free college and career planning program used by millions of high school students and educators nationwide. 

It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. All applicants must be eligible to work in the U.S. 

Encoura endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require reasonable accommodation to complete any part of the application process or are limited in the ability and need an alternative method for applying, please contact the Talent Team. 

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