Company Summary:

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always reexamining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology—and each other to surpass these boundaries—we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Department Summary : Enrollment Experience Group

The Enrollment Experience group’s primary purpose is to provide the best possible experience for families enrolling in Connections Academy schools, Pearson Online Academy and Pearson District Partners. We are accountable for expediting enrollments and driving customer satisfaction of families, students, and partner schools. We provide:

• Lead follow-up and nurturing
• Dedicated contact center enrollment support for students and families in the enrollment process through phone, chat, and written communication
• Outreach to families during the process
• Senior-level relationship management support to partner schools for enrollment and academic placement, including collaboration on enrollment strategy

Position Summary:

Reporting to the Enrollment Processing Manager, the Enrollment Processing Team Lead will oversee the daily workflow and operations of both District Partnership and Pearson Online Academy. These two key parts of the Enrollment Processing provide customer service to Pearson Online Academy families and district partners working with Pearson. The team lead will work with the Enrollment Processing leadership team to coordinate expert support to assist prospective families and partners through the enrollment process. Enrollment Associates provide a critical link between POA and our families as well as our district partners and their students. This is done by facilitating professional, sensitive, informative, and responsive interactions that lead to positive and productive relationships. With responsibility for supporting two enrollment processes, the team lead will manage the performance of their team to optimize efficiency, quality, and outcomes. The Team Lead will maintain thorough knowledge of enrollment requirements for POA and District Partnership enrollment schools, with awareness of start/end dates, enrollment deadlines, required documentation, and special processes. The Team Lead is expected to support and lead a small group of enrollment associates with the primary focus of supporting POA and District Partnership enrollment needs. They will also coach this group to consistently exceed our internal and external client expectations. A successful candidate will demonstrate superior time management, delegation, and organizational skills, and must excel at coaching and developing employees as well as have an innovative approach to improving and evolving enrollment processes.

Primary Responsibilities :

• Assist in driving key performance indicators, enrollment goals, priority workflow for focused school-specific outbound task forces.
• Troubleshoot and take lead on coordinating problem solving efforts for complex enrollment, operations and program needs.
• Interact directly and frequently with internal and external clients to provide quality enrollment and post enrollment support for students and families.
• Ensure accurate processing of all enrollment activities for all programs and schools for end-to-end processes;
• Assist Enrollment Processing leadership in training of new employees and current employees on the POA and District Partnership enrollment tasks as well as be the first point of contact for enrollment issues.
• Manage the delegation of POA and District Partnership tasks and supervise completion as well as managing daily staffing needs by communicating daily workload to team leadership as well prioritizing department goals and projects
• Coordinate with team leadership, identifying and implementing training needs, data reporting needs and expectations, improving quality assurance & process documentation.
• Ownership and oversight of multiple assigned specialty programs that require direct communication with internal and external partners.
• Work with all other teams collaboratively to maintain and up-to-date resources, training materials and enrollment documents and ensure all year-over-year updates are made.
• Provide change and process updates to the team in a timely and consistent manner to ensure all processes are always followed correctly.
• Collaborate with Enrollment Solutions and Effectiveness team, identifying processes, process enhancements that reflect the specific needs of the client/schools.
• Other duties as assigned.

The following equipment will be provided to you by the company as a full-time employee

• Laptop and phone
• Headset

The following equipment will need to be provided by you, as the employee, when working from home:

• 2 nd monitor (required)
• Mouse (required)
• Keyboard (required)

Requirements :

• Prior school enrollment/registration experience a plus
• Four-year college degree preferred, however internal experience will be considered in lieu of degree
• Commitment to a schedule within the hours of 7am-6pm EST, during non-peak
• Commitment to working overtime and rotating weekends during peak season, July-September
• Proficient in Salesforce technology preferred
• Project management skills
• Excellent oral, written, and interpersonal communication skills
• Excellent data analysis skills.
• Strong customer service skills
• Technologically proficient (especially with Microsoft Office 365: Teams, Excel, Word, SharePoint, PowerPoint, Outlook)
• Highly organized with the ability to multi-task in a fast-paced environment
• Experience working with diverse populations
• Ability to pay close attention to detail is essential
• Ability to work as an effective mentor and group leader
• Ability to manage stressful situations in a calm, courteous, and efficient manner
• Flexibility and the ability to work in a fast-paced work environment.
• Willingness to adapt to consistent change

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, and New York City laws, the pay range for this position is as follows:

Minimum full-time salary range is between $18.00-21.00

This position is not bonus eligible, and information on benefits offered is here.

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.

Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.

Job: CUSTOMER SERVICE

Organization: Virtual Learning

Schedule: FULL\_TIME

Req ID: 10343

\#location