Family Connections Coordinator

Fusion title: Enrollment Management Administrator

**Location: Remote**

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.

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 2017, 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

+ Sales/Proposals

+ Client and School Satisfaction

+ Graduation Rate

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.

Position Summary:
Family Connections Coordinators must be located within theEastern/Pacific Time Zone. Working from your home office, the Family Connections Coordinator focuses on building and maintaining positive and productive relationships with families and caretakers. The Family Connections Coordinator serves as a point of contact for families, working to ensure the success of the students enrolled in Connections Academy through a personalized approach to customer service. The Family Connections Coordinator functions as part of an inbound phone queue that families can utilize to ask questions and receive assistance throughout the enrollment and post-enrolled processes. Acting as a liaison between families and schools, the Family Connections Coordinator lessens the need for families to contact teachers for issues not related to school work, opening up teachers to focus on what’s most important, teaching and preparing students for success!

Primary Responsibilities:
Handle inbound calls in a phone queue setting, assisting families through the enrollment process and beyond

Lead nurturing through both outbound and inbound calls

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

Assist with initial enrollment and onboarding through Learning Coach support groups, onboarding calls, and the development of relationships with parents and local school staff

Monitor student participation and engagement through monthly check-in calls during the school year

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

And other 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.


Bachelor’s degree in Communications, Education, or a related field

Experience in an educational setting/ school, preferably as an Enrollment Specialist, Registrar, or Teaching Assistant preferred

Commitment to a regular schedule with hours from 9:00 am – 6:00 pmin the Eastern/Pacific Time Zonefollowing break protocols as outlined by the employee handbook

Excellent oral, written, and interpersonal communication skills

Prior customer service experience required

Prior experience in a phone queue a plus

Technologically proficient (especially with Microsoft Office and Google programs)

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

Engage in potential school site visits annually

Key Capabilities:
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.

Delivering Financial Results– A strong track record of delivering against budgets and commitments.

Communications- A great communicator who engages teams and stakeholders with thoughtful delivery and messages that resonate.

Building a strong team- Creates strong morale and inclusive spirit within the team, Proactively addresses team performance and communication challenges and blends new people into teams when needed. Has a track record of hiring and quickly and effectively onboarding great talent. Demonstrated success in developing and promoting talent.

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.

**Primary Location: ** US-RE-Remote

**Work Locations: ** US-Remote Remote

**Job: ** Customer Service

**Organization: ** North America Connections

**Employee Status: ** Regular Employee

**Job Type: ** Standard

**Shift: ** Day Job

**Job Posting: ** Jul 10, 2019

**Job Unposting: ** Ongoing

**Schedule: ** Full-time Regular

**Req ID: ** 1908926

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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