Assistant Director of Family Engagement

Sylvan Learning Center - Portsmouth, NH

Part-time - Entry Level

Portsmouth, NH

Educational Services

About the position

The Assistant Director of Family Engagement plays a crucial role in supporting the Director of Family & School Involvement at Sylvan Learning. This position focuses on enrolling new and returning students, managing leads from the Sylvan Contact Center, and enhancing the customer experience for families. The role requires a combination of organizational tasks and direct engagement with families, necessitating both remote work and in-person presence at local Sylvan centers.

Responsibilities

• Support the Director of Family & School Involvement in enrolling new and returning students.
• Liaise with the Sylvan Contact Center to manage leads and follow-up tasks for booked appointments.
• Update the CRM and Google Calendar daily to reflect available appointment slots for new families.
• Enter appointments booked through the center website and Contact Center into Google Calendar and Dynalist.
• Complete all welcome tasks for booked appointments, including texts, emails, and calls as needed.
• Follow up on assessments and conferences that need rescheduling.
• Conduct enrollment conferences, welcome conferences, and center visits.
• Prepare enrollment conference materials as requested.
• Listen to Contact Center recordings weekly and escalate service issues as necessary.
• Attend monthly Contact Center meetings.
• Make outbound care calls, including warm transfer care calls for leads that do not book.
• Monitor incoming text messages and emails, responding appropriately and creating action items as needed.

Requirements

• Four-year degree or equivalent required.
• One to two years of sales and/or customer service experience required.
• One to two years teaching experience preferred.
• Strong customer service, interpersonal, and communication skills; outgoing, people-oriented approach.
• Proven ability to manage multiple tasks and be flexible.
• Ability to work collaboratively; strong team player.
• Experience using Microsoft Office, G-Suite applications, Zoom, and other standard business applications.
• Knowledge of tablet computers preferred.
• Ability to occasionally lift and/or move up to 10 pounds (in-center only).

Nice-to-haves

• Teaching experience preferred.
• Knowledge of tablet computers preferred.

Benefits

• Flexible scheduling options for work hours.
• Opportunity to work remotely for some tasks.