Enrollment Support Specialist

Duties and Responsibilities:

• Guide families through the enrollment process, including identifying the best Mastery school for their child, answering questions, and assisting with applications.
• Provide customer service via phone, text, email, and LiveChat to respond to inquiries from parents, staff, and community partners.
• Manage lead cultivation in HubSpot, contacting interested families daily and meeting weekly conversion and outreach goals.
• Transition enrolled families to school-based operations teams for registration completion.
• Conduct outreach efforts such as referral calls, emails, canvassing, phone banking, and event support to drive student enrollment.
• Support school-based enrollment initiatives and events to increase student recruitment and retention.
• Build and maintain relationships with local community centers, daycares, and pre-K programs (especially in Camden) to promote Mastery Schools.
• Maintain accurate records in multiple software systems, ensuring confidentiality.
• Communicate professionally and effectively, including drafting written correspondence, brochures, and flyers.
• Collaborate with other ESS team members and school-based operations teams as needed.
• Attend all required meetings and training sessions. 

Qualifications:

• Excellence in customer service.
• Highly motivated with strong organizational skills; able to manage multiple tasks simultaneously.
• Strong telephone and interpersonal communication skills.
• Demonstrated ability to establish and maintain positive working relationships with students, parents, staff, coworkers and the public, as well as collaborate effectively.
• Creative thinker and problem solver.
• Self-aware, culturally competent, and committed to an anti-racist mindset.
• Proficiency with Google Sheets and Outlook.
• Spanish language fluency required for Camden-based ESS (preferred for Philadelphia-based ESS).

Education and Experience:

• High School Diploma or GED required.
• At least one (1) year prior experience in a high-paced customer support role (retail, call center, reception/front desk operations, etc).
• Experience working with families and individuals from diverse ethnic, racial, and socio-economic backgrounds.
• Community-based canvassing experience is a plus.

Other Requirements:

• Ability to physically perform the essential duties of the role as outlined above, and to work in the environmental conditions required, such as traveling to network campuses, monitoring and interacting with students, in-person facilitation of trainings, etc.
• This role may require frequent travel between multiple locations. Reliable transportation is essential to fulfill job responsibilities.

Salary and Bonus Information:

• External candidates hired for this role are eligible for a $500 signing bonus!
• New enrollment coordinators start at an hourly rate of $22.84 with Mastery offering up to $25.28, based on education and experience. Hourly rates range from $22.84 to $28.42, with growth opportunities as your career progresses. Each offer is made in alignment with Mastery’s compensation philosophy and commitment to pay equity, ensuring fairness and consistency across our team.
• This is a part-time role where you will work a total of 29 hours/week, Monday-Friday.