Job Description
Enrollment Chat Specialist
Remote – US
Student Success is hiring for remote, work from home opportunities with immediate availability.
Student Success brings virtualized support and technology enabled solutions to the world’s most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better educational experience for everyone by extending institutional resources to meet the growing demands of learners.
The Enrollment Chat Specialist will work with/assist potential customers to inform them of available product offerings, consult with them on the best product for their situation, assist with enrollment questions, and provide solutions for the customer.
Position responsibilities:
Providing information and support for individuals navigating the application, decision, and enrollment processes into Stride public and private schools
Providing routine advice and guidance to prospective and current students regarding applicable policies and procedures, document requirements and resolves typical process problems as they occur to ensure family satisfaction
Managing high chat/SMS volume of both inbound and outbound messages, meet Quality Assurance targets and help achieve Enrollment targets with a high standard of accuracy and excellent communication skills
Discussing product features, costs, terms and coordinate sales agreements and transactions with internal team members, with high integrity, through secure online processes
Utilizing 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
Acting as an initial and ongoing contact point for enrolling families, staff, and internal departments
Answering prospective and enrolling families’ questions and concerns with one or more of Stride’s school products or services
Resolving end user inquiries by utilizing multiple technologies including chat and web-based inquiries
Providing complete and accurate information to customers on every live chat interaction by researching account activity and notes promptly and efficiently
Assisting management with special projects relating to customer service
Responding to all inbound chats and assisting management for the entire shift with exception of assigned break times
Assisting customers who have requested information and sharing details about various online schooling options
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
Explaining the enrollment processes, and next steps based on the product chosen
Meeting key performance indicators for employee attendance, quality assurance, customer satisfaction, customer loyalty, and schedule adherence
Requirements:
Must be able to work from home
Able to sit and work at a desk and on the computer for extended periods of time
Able to maintain a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled shift
Able to pass a typing speed test and type 50 WPM
Must have previous chat experience
Solutions-oriented
Ability to identify customer educational needs and find appropriate solutions
Computer knowledge and internet navigation skills
Ability to handle multiple job tasks at one time and escalate issues in a timely manner
Effective oral and written communication skills
Must have either an ISP provided modem that allows a third party VOIP, or a personal modem and personal router without restrictions
Must be able to wire company hardware directly into router which may not be more than 100 feet from the computer
Minimum Internet Requirement
Highspeed Internet Connection (Cable, Fiber, DSL)
20 Mbps Download
10 Mbps Upload
100ms Ping or less
Jitter: 40 MS or less
Hardwired Connection
Wired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridges
Qualifications:
Must be at least 18 years old
High School diploma or equivalent combination of education and experience
Preferred skills/qualifications:
College degree or some college completed
1+ year of customer service experience