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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.
Pearson’s Online & Blended Learning K-12 group provides high-quality, highly accountable online education solutions to schools, school districts and students in grades K-12. It serves families and schools with a variety of digital learning and online school solutions including Connections Academy, International Connections Academy, and Pearson Connexus. In 2020, it will deliver online learning to over 400,000 students in the U.S. and 48 countries. The group, formerly known as Connections Education, is based in Columbia, Maryland and has been named a “Top Workplace” by the Baltimore Sun for three consecutive years and a “Best Place to Work” by Baltimore magazine. Recognized for its outstanding curriculum, high-quality teachers and leadership, Pearson Online & Blended Learning is committed to expanding quality education through technology, and helping students achieve both academic and personal success.
Group and Department Summary:
Family Support Group
Family Support’s primary purpose is to enhance enrollment and retention by providing the best possible experience for families and students. With the services we provide to schools, students and families, we also support key accountabilities within marketing, sales, client relations and school services including:
Enrollment and Retention
Client and School Satisfaction
Enrollment Services Department
The Enrollment Services Department is accountable for driving customer satisfaction and expediting enrollments, providing:
Lead follow-up and nurturing
Senior-level relationship management support to partner schools for enrollment and academic placement, including collaboration on enrollment strategy
Escalated contact center/help desk enrollment and academic placement support for students and families in the enrollment process
Outreach to families during the process
Initial course placement for students
White-glove dedicated enrollment/academic success support for designated families.
Dedicated single-point-of-contact non-academic support for families in the Family Connections Coordinator program from their initial interest in our program through to graduation.
Reporting to the Manager of Enrollment Services, the Enrollment Advisor I‘s primary responsibility is to assist families through the Connections Academy enrollment process. The Enrollment Advisor I will function as part of an escalated contact center/help desk providing enrollment support for students and families in the enrollment process. The Advisor will become an expert in the regulatory and eligibility requirements for each program and act as an advocate to our families as they complete the enrollment process. It is essential the Enrollment Advisor I facilitates professional, sensitive, informative and responsive interactions that turn potential students into long-time members of the Connections Academy family.
Deliver an exceptional customer experience and delight our families
Participate in process improvement initiatives and provide feedback on enrollment processes and customer experiences
Meet service level expectations and enrollment support deliverables for our school customers
Serving as a primary and direct communication line between the schools and enrolling families to resolve issues that may impede enrollment.
Remain up-to-date with changes in policies and guidelines and communicate these changes to families when applicable.
Communicate specific enrollment procedures to families, review state and federal guidelines, and find solutions to issues that may impede enrollment.
Assist in outbound calling campaigns designed to identify families who need additional help with the enrollment process.
Provide additional support to schools and families after the enrollment process concludes by tracking the reception of required documentation and assisting with re-enrollment.
Requesting learning materials and/or equipment for enrolled families as necessary.
Maintain and improve quality results by adhering to standards and guidelines during communications with families.
Handle inbound calls in a phone queue setting, assisting families through the Connections Academy enrollment process.
Communicate with enrolling and enrolled families via electronic correspondence.
Others duties as assigned
Pearson Online & Blended Learning is focused on providing a flexible work environment to its employees, including the ability to work from home on a regular basis in most positions. We believe that flexibility in work/life balance is a critical part of our culture and employee satisfaction, and we are proud to provide to our employees the ability to work from anywhere, anytime. In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards and expectations.
The following equipment will be provided to you by the company as a full-time employee:
Laptop and phone
The following equipment will need to be provided by you, as the employee, when working from home:
Bachelor’s Degree preferred
Excellent Customer Service Skills and the ability to drive customer satisfaction
Ability to work in an ever-changing, highly structured environment
Proficient in Microsoft Office and Google suite
Ability to relate prior experiences to solve new problems
Excellent written and verbal communicator
Highly organized, self-motivated, committed to quality work
Must be able to learn quickly and multi-task
Ability to pay close attention to detail
Ability to manage stressful situations in a calm, courteous and efficient manner
Bilingual (Spanish/English) preferred
Available on late shifts (starting on 7/6/20 and will go through 9/30/20)
Customer Centric – Acts with a strong customer mindset (both internal and external) and is a visible advocate for the customer. Builds strong relationships with customers and uses those to improve their experience and outcomes.
Communications - A great communicator who engages teams and stakeholders with thoughtful delivery and messages that resonate.
Works well in a matrix - Models collaboration, solves problems with peers, builds trust and support.
Takes personal responsibility – Can be relied on to complete tasks timely and well, demonstrates “ownership” regardless of the outcome, proactive in exploring and exploiting new opportunities.
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
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