Pearson Student Services Team Lead in Annapolis, Maryland
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.
Working remotely from a home office, The Student Services team serves as the primary support for continuing families attending a Connections Academy or Pearson Online Academy program. The Student Services Team Lead works as part of a support pod, reporting through a Supervisor and to the Manager of Student Services & Retention, working as part of the Enrollment and Customer Engagement team. The Students Services team supports the needs of the continuing student experience through two primary functions: customer-facing and back-office operations. The Student Services Team Lead has advanced knowledge about and experience with the the continuing student experience and an skilled on customer-facing and back-office operations so they can properly assist as the intermediary between the staff and the leadership team. All of the Student Services Team is accountable for ensuring that continuing students are successfully onboarded, prepared and confident to start the program year, and are responsible for ensuring that the continuing student retention target is met.
A successful Student Services Team Lead is someone who also has effective customer service skills and the ability to work in a fast-paced work environment.
Provides dedicated support to a group of regional enrollment schools, knowing intimately operational differences between the schools which drive operational processes.
Handles tier 2 issues and work collaborative towards resolution.
Assist the Student Services team with their daily workflow to ensure completeness and compliance to expected service levels. Works includes:
Assigning initial course placement schedules,
Making adjustments to a continuing student’s course schedule,
Enrolling or withdrawing the student from Supplemental Instructional Support programs and clubs,
Processing received academic documentation,
Supporting with continuing student’s success by reviewing student accounts holistically in order to speak to outstanding tasks or recommended actions,
Responding to inbound email and WebMail communications from families, and
Processing operational workflows, such as change of address.
Organize and complete assigned workflow to ensure effective time management, accurate data integrity, efficient communication, and student retention.
Assist with tier 2 inbound phone calls and conducting outbound phone calls to resolve customer interactions.
Maintain student accounts and records, documenting and logging information into the EMS accurately.
Interpret and analyze student data in order to proactively contact students and to achieve monthly productivity and retention goals.
Serves as a student advocate to assist students and families through navigating their enrolled experience.
Protects the privacy of student account information through compliance with federal student privacy law (Family Education Rights and Privacy Act (FERPA)).
Problem-solving attitude with an ability to achieve goal driven outcomes.
Excellent verbal and written communication skills.
Excellent time-management skills, with the ability to work independently.
Displays self-confidence, patience, empathy, and availability while connecting with students and families; understands and adapts quickly to multi-generational needs and characteristics.
Comfortable with a high level of inbound/outbound calls; proven ability to articulate clearly and persuasively yet professionally with students
Ability to handle troubleshoot escalated issues with a goal of deescalating the issue.
Flexible, adaptive to change and teachable; actively locates appropriate resources to assist with unfamiliar situations and is comfortable asking questions.
Proficiency in Microsoft Office (Word, Outlook, Excel, and PowerPoint).
Demonstrated understanding of FERPA guidelines and internal policies regarding student and employee privacy.
Bachelor's degree required.
Previous experience in Advising, Student Service, Customer Service, or related field, required.
Experience working in a phone queue, required.
Experience working in a fast-paced work environment with students and families, a plus.
Experience working in a virtual environment, a plus.
Prior experience working in multiple EMS/SIS/Enrollment platforms, a plus.
Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.
Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and 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 a sustainable environment and workplace where talent can learn, grow, and thrive.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided 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.
Job: CUSTOMER SERVICE
Organization: Virtual Learning
Req ID: 8572
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