Enrollment Resolution Specialist

Job Description The Enrollment Resolution Specialist is a high-performing professional responsible for providing “tier 4” support for escalated customer service issues by researching, analyzing, and reconciling the concerns of families, team members, and school personnel. Reporting to the Enrollment Services Supervisor, this position ensures issues are resolved efficiently and in a timely manner. This requires the ability to thrive in a fast-paced environment and utilize data to drive decisions and identify trends. This position is for an immediate hire within our contact center and is a work from home position. Certificates and Licenses: None required. ESSENTIAL FUNCTIONS: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

• Receives, investigates, and resolves escalations from customers, team members and school staff;

• Identifies trends of issues and escalate to upper management appropriately with potential solutions;

• Ensures the Knowledge Base/Salesforce contains correct and accurate data by assisting with submission of tickets and quality assurance testing of system;

• Practices continual autonomous decision-making based on knowledge and understanding of state regulations and school practices and policies;

• Facilitates independent actions to assure families, schools, and team members are aware of the outcome of the situation.

• Records all communication and contact data on a timely basis with accuracy including detailed notes;

• Keeps up-to-date with the policy and procedure changes of schools and the Enrollment Center;

• Serves as a representative of the Regional ESM (Enrollment Services Manager) to schools and within the Enrollment Center as well as other internal departments

Supervisory Responsibilities: This position has no formal supervisory responsibilities. MINIMUM REQUIRED QUALIFICATIONS:

• Bachelors degree AND

• Three (3) years of tele-sales or telephone-based customer service experience OR

• Equivalent combination of education and experience

Certificates and Licenses: None required. SYSTEM REQUIREMENTS:

• Our work from home members are required to have and maintain High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. For the sake of call quality, satellite, DSL, data plans, wireless or dial-up services are not compatible.

• Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provider.

• Ethernet connection is preferred.

OTHER REQUIRED QUALIFICATIONS:

• Able to prioritize, multitask, and use critical thinking skills to problem solve and research solutions

• Excellent written and oral communication skills

• Ability to work independently as well as part of a team

• Proficient in Salesforce and Total View Enrollment

• Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage.

• Ability to maintain a professional home office without distraction during our hours of operation

• Attend virtual training via web cam

• Own or have daily access to a smart device where Apps can be downloaded/accessed (i.e., phone, tablet)

• Proficiency with Microsoft Office Outlook, Word, Excel; Web proficiency

• Ability to clear required background check

DESIRED QUALIFICATIONS:

• K12 Enrollment Center experience

Compensation & Benefits: Stride, Inc. considers a persons education, experience, and qualifications, as well as the positions work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employees salary level. Salaries will differ based on these factors, the positions level and expected contribution, and the employees benefits elections. Offers will typically be in the bottom half of the range.

• We anticipate the salary range to be 50,996.25 - 66,295.13 annually. Eligible employees may receive a bonus. This salary is not guaranteed, as an individuals compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This is a remote, work from home position.

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works. It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. Job Type Regular The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works. It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you can request the appropriate accommodation by contacting stridecareers@k12.com. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities Stride, Inc. is an equal opportunity employer. Applicants receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other basis prohibited by federal, state, or local law. Stride, Inc. complies with all legally required affirmative action obligations. Applicants will not be discriminated against because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.