[Hiring] Enrollment Advisor @Big Blue Marble Academy

Role Description

The Enrollment Advisor at Big Blue Marble Academy plays a vital role in managing new inquiries through email, SMS, incoming and outgoing calls. This position is responsible for providing exceptional support to prospective and current families by offering accurate, comprehensive information and ensuring clarity and satisfaction throughout the inquiry process. Acting as a liaison, the Enrollment Advisor assists families interested in our programs, guiding them from the initial inquiry to tour scheduling.

• Respond promptly to all incoming phone calls and Intellikid leads as assigned.
• Conduct follow-up with each lead consistently, contacting them at least three times over two weeks.
• Accurately track all follow-up actions and communications in Intellikid on a daily basis.
• Employ a customer-centric approach to craft effective and engaging phone calls, emails, and SMS messages.
• Coordinate closely with center directors to maintain up-to-date records of classroom availability for each assigned school.
• Schedule tours and facilitate clear communication with each school to ensure a seamless experience for families.
• Conduct daily and weekly outbound calls to previous leads to secure tour appointments and increase engagement.
• Participate in Regional Directors' Huddle calls as needed to review lead and tour status, as well as classroom availability.
• Be available for occasional evening and weekend hours to support school initiatives such as Open House events and other special activities.
• Assist in training new employees, providing guidance on customer management policies and procedures.
• Collaborate with BBMA team members to enhance the customer experience.
• Compile and report on customer feedback to inform continuous improvement efforts.
• Skillfully de-escalate situations with dissatisfied families, gathering pertinent information and relaying it to the supervisor.

Qualifications

• Strong verbal and written communication abilities, ensuring clear, concise, and professional interactions across all mediums.
• Demonstrated empathy to build and maintain strong rapport with both internal and external customers.
• Strong active listening and problem-solving skills to understand and address customer needs effectively.
• Ability to quickly adapt to the unique needs of each customer during interactions, providing tailored solutions.
• Expertise in identifying customer needs, fostering curiosity, and ensuring overall customer satisfaction.
• Customer-focused communication skills with a commitment to engaging effectively and professionally with clients.
• Proficient in probing politely and effectively for information while delivering accurate details about products or services.
• Active listening abilities to recognize and resolve potential concerns proactively.
• Proven ability to build customer trust through persuasive language, a positive attitude, and consistent support.
• Proficiency in basic computer skills, with a willingness to learn and master new database programs.
• Strong dedication to maintaining high standards in lead follow-up, ensuring consistency, quality, and meticulous attention to detail.

Benefits

• Competitive Wages
• Discounted childcare, 50% off
• Paid Parental leave
• Medical, dental and vision insurance
• Company paid life insurance
• 401K
• Access your wages in real time
• Voluntary life and disability insurance
• Health savings account
• Industry leading pay
• Generous referral bonus program
• CDA Scholarship
• Career advancement opportunities
• Family feel environment

Company Description

Big Blue Marble Academy (BBMA), founded in 2012, offers premier early childhood education. The company provides children, newborns to 5-year-olds, opportunities to develop qualities to prepare them for an increasingly interconnected world. Big Blue Marble Academy takes a unique approach to early childhood education through three key pillars: Global Citizenship, Language Immersion, and Service Learning. Big Blue Marble Academy’s proprietary curriculum pairs Science, Technology, Engineering & Mathematics (STEM) with exposure to a second language and other cultures, while also instilling the importance of giving back to our communities both locally and globally.