Company description

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

Pearson Online Academy Family Enrollment Counselors must be willing to work a Monday – Friday 9am – 6pm EST (1-hour lunch included). Working from your home office, the Family Enrollment Counselor focuses on building and maintaining positive and productive relationships with families interested in enrolling in Pearson’s private school, Pearson Online Academy. The Family Enrollment Counselor is accountable for delivering a superior customer experience by communicating the value, features, and benefits of Pearson Online Academy, while ensuring parents understand the expectations of a virtual school experience. The Family Enrollment Counselor helps families make the right enrollment decision for their child and is the first point of contact for parents as they begin their enrollment journey.

Pearson Online Academy Enrollment Department

The POA Enrollment department is accountable for driving sales and student enrollment, and enhancing student retention through dedicated family support from initial interest through to graduation.

• Lead-nurturing, assisting the family in the decision-making process, ensuring fit

• Facilitating communications with the school and Pearson staff as appropriate

• Facilitating tuition payments

• Relationship building, regular check-ins, and ongoing communications

Core tasks & responsibilities

• Clearly and thoroughly explain our programs, services, tuition/course costs, and full-time, part-time, and summer school courses to determine if there is an appropriate educational opportunity that matches their interests and needs

• Nurture leads interested in a virtual school and/or a private school education

• Securely process tuition payments, apply discounts, and create and update payment plans for enrolling families

• Create and maintain detailed, accurate customer records in Salesforce and Pearson Online Classroom

• Work in focused school-specific outbound task forces to drive pipeline enrollment goals

• Support interested families via inbound calls in a phone queue setting, assisting families through the enrollment process

• Make outbound calls to families interested in enrolling in Pearson Online Academy

• Serve as an enrollment subject matter expert to families during the enrollment process

• Act as an ambassador for the school in interactions with students and families

• Act as a liaison between local schools and enrollment to resolve issues that may impede enrollment

• Remain up to date with changes in enrollment policies and guidelines and communicate changes to families

• Communicate changes in school events, policies, and guidelines through interaction with school staff and parents

• Other duties as assigned

Qualifications

• Bachelor's degree in communications, education, sales, or a related field preferred

• Minimum 1-year direct selling experience

• Demonstrated consultative sales experience and high-volume call metrics required

• Proven experience supporting families and schools with complex enrollment requirements and/or 2+ years of demonstrated phone remote, phone-based admissions experience

• Prior experience in a phone queue a plus

• Possess an assertive, professional entrepreneurial spirit

• Familiarity with Salesforce or other CRM solution preferred

• Delivers quality enrollment conversions from inbound and outbound communication.

• Commitment to a schedule within the hours from 9am to 6pm EST Monday-Friday

• Commitment to working overtime during peak season, July-September

• Excellent oral, written, and interpersonal communication skills

• Technologically proficient (especially with Microsoft Office 365: Teams, Excel, Word, SharePoint, PowerPoint, Outlook)

• Possess a high degree of attention to detail and be able to multitask effectively

• Ability to follow explicit instructions consistently but is also able to exercise good judgment when making work-related decisions

• Must be able to work effectively as a part of a team and independently

• Must enjoy a challenging work environment that requires flexibility, self-direction, creativity, strong communication, and organizational skills

• Ability to manage stressful situations in a calm, courteous, and efficient manner

Competencies

• Manages Complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems and successfully cultivate and nurture families in an enrollment pipeline with complex enrollment requirements.

• Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

• Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Resourcefulness - Securing and deploying resources effectively and efficiently.

• Nimble Learning - Actively learning through experimentation when tackling new problems, using both successes and failures are learning fodder.

• Ensures Accountability - Holding self and others accountable to meet commitments.

• Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

• Customer Focus - Building strong relationships and delivering customer-centric solutions

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, New York State and New York City laws, the pay range for this position is as follows:

Minimum full-time salary is $19.23/hr.

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

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also 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 building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are 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. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Virtual Learning

Schedule: FULL_TIME

Req ID: 14351