Job purpose
The Enrollment Resource Supervisor is the call center point of contact and oversees the Enrollment Resource Officers (ERO) whose primary responsibilities are onboarding families and students interested in enrolling at educational institutions managed by Career Prep High Schools through our call center. The ER Supervisor understands state governing standards and demonstrates an understanding of the needs of students and their families. The ER Supervisor will act as liaison between students, parents, faculty, and administrators. The ER Supervisor provides prospective families and their new students with the information necessary to make an informed decision about enrollment, reviews documents as necessary, and communicates enrollment procedures. The ER Supervisor formulates a successful strategy regarding follow-up with prospective and new families and makes decisions as to where, when, and if to follow-up with prospective and new families regarding enrollment into our educational institutions.
Duties and responsibilities
Specific duties include, but are not limited to the following:
- Point of contact for all officers in the enrollment department
- Ensures metrics are met by providing coaching to Enrollment Resource Officers
- Provide superior customer service and support to current and prospective families
- Respond to inquiry calls and requests for information using the processes, guides and materials provided by Career Prep Schools using a variety of communication which include phone, email, and text
- Make outgoing phone calls to contact interested students/parents daily. Outbound calls are a key task of this role.
- Speak with prospective student/parents via phone/video to identify educational needs, determine goodness of fit between student and institution, and uncover potential challenges of attending the institution
- Schedule appointments for prospective families to tour the schools
- Provide prospective and newly enrolled families with accurate and up-to-date information regarding registration requirements, school programs, and enrollment information
- Document all interactions with students in the appropriate CRM system
- Fully understands and utilizes the customer relationship management and student recruitment software to guide prospective families through the application and enrollment process
- Reviews, secures, and ensures the quality of all data collected and utilized in the enrollment process
- Manage school-wide phone, email, and in-person communications
- Provide excellent service phone etiquette answering phones
- Support student enrollment goal and retention processes
- Produce mailers and other marketing materials as directed
- Achieve compliance with all federal, state, local and school student record-keeping requirements
- Perform all other job duties as assigned
