Enrollment Success Coach (Remote)

At Pearson, our purpose is simple; to add life to a lifetime of learning. We envision a future where everyone can realize the life they imagine through learning. To achieve this, we create vibrant and enriching learning experiences designed for real-life impact.

For over 20 years, Pearson Virtual Schools has been reimagining K-12 education with full-time virtual schools for students who want a personalized, more flexible approach to learning. Our flagship products and services include Connections Academy, US-based online public charter schools; Pearson Online Academy, a global online private school; and Pearson Connexus, our comprehensive online school program for school districts nationwide.

The following description is intended to describe the general nature of the job that may include other duties as assumed or assigned; it is not intended to be all-inclusive or limit the duties of the position.

Purpose of the position

Reports to the Manager of Enrollment Coaching for our virtual K-12 schools. The Enrollment Coach supports operational success by ensuring consultative sales tools and practice sessions are available and effective for front-line staff and their leaders. This position is responsible for conducting quality monitors for inbound, outbound within the Family Support group. The Enrollment Coach also performs quality audits on evaluations conducted by outsourced call centers.

Core tasks and responsibilities

• Review current consultative sales and coaching material; execute established learning outcomes and operational deliverables; execute improvements with coaching tools and resources for customer-facing staff.
• Identify consultative sales needs and provide feedback for staff development opportunities.
• Lead consultative sales coaching sessions for effective adoption and establish measurements of success.
• Organize scheduling of coaching sessions and ensure cadence for initial and ongoing learning opportunities.
• Use multiple streams of communication to engage participants and the Enrollment Experience department.
• Understand the enrollment process, customer journey, and seasonality of the enrollment cycle.
• Create quality measurements to track improvement in products.
• Ensure services meet customer expectations and demand.
• Work closely with the Enrollment teams to improve existing services.
• Maintain standards for reliability and performance of production.
• Recommend and implement actions to ensure that quality assurance standards are achieved.
• Compile and analyze statistical data.
• Investigate customer complaints and product issues.
• Ensure ongoing compliance with quality and industry regulatory requirements.

Qualifications

• Bachelor's Degree, or equivalent experience
• At least six (6) months enrollment counselor experience with solid understanding of operations and technologies
• Comprehensive (expert) skills in all areas of Pearson Online Classroom (preferred)
• Comprehensive knowledge of call types of call handling procedures and requirements
• Demonstrated ability to provide oversight, and comprehensively research, issues at every touch point with our families and contacts, including WebMails, emails, IssueAware tickets, calls, chats, and document verification
• Excellent PC hardware and software skills
• Flexibility and the ability to work in a fast-paced work environment
• Highly organized, self-motivated, hard worker
• Must be able to learn quickly and multi-task
• Ability to pay close attention to detail is essential
• Ability to work as an effective mentor and group leader

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 $19.23-21.00/hr

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: 9702

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