Customer Success & Enrollment Coordinator (NYC)

Kids in the Game•New York, NY

5d•Onsite

About The Position

Kids in the Game is a Certified B Corporation that provides sports and enrichment programs to children across New York City, aiming to inspire youth through positive experiences, healthy lifestyles, and integrity. The organization focuses on enhancing emotional intelligence, developing a positive sense of self, building NYC into a talent hub, integrating communities, and narrowing income inequality gaps. This role is crucial for overseeing the customer success and registration/enrollment processes for their numerous programs, managing data for over 1,000 students and 2,500 campers annually. The coordinator will also act as a team leader for a distributed customer service team, guiding families through enrollment and ensuring high-quality customer care.

Requirements

Bachelor's degree in education, recreation, business administration, or previous experience in camp administration or enrollment management, preferably within summer camps or after school programs.
Exceptional organizational and administrative skills, with excellent attention to detail.
Excellent interpersonal and communication skills, with the ability to interact effectively with parents, camp staff, and external stakeholders.
Proficiency in using computer applications, including Microsoft Office Suite, G Suite, camp management software, and project management software.
Knowledge of enrollment processes, camper databases, and registration systems.
Ability to work independently and collaboratively in a fast-paced, deadline-driven environment.
Flexibility to work evenings or weekends as needed for camp events, registration days, and enrollment activities.
Ability to communicate effectively with families from diverse backgrounds, including non-English speaking customers.
Interest and curiosity for sports and youth development.
Diverse customer service experiences, with the ability to provide empathy, critical support, and guidance.
Experience working independently on data management and customer success projects, managing & analyzing large data sets, and organizing and auditing print and digital records.
Comfortable learning and using new technology and platforms.
Ability to pick up tech systems quickly, learn key features, and teach others.
Ability to tap into creative ideas to improve internal processes and enhance the customer experience.
Experience in a vibrant office space and collaborating with others.
Ability to relate to the experiences of diverse communities across NYC and care deeply about advancing diversity, equity, and inclusion.

Nice To Haves

Spanish proficiency is highly desirable.
2+ years of relevant experience in customer service leadership roles.
Experience using CRM and youth program registration tools (e.g. SalesForce, Hubspot, Zendesk, LineLeader, UltraCamp).
Advanced proficiency in Excel/Google Sheets.

Responsibilities

Oversee the customer success and registration/enrollment processes for after school programs, sports classes, and summer camps.
Manage registration data for over 1,000 students and 2,500 campers annually.
Guide new and returning families through the enrollment process.
Manage the participant registration process and related databases.
Analyze enrollment data and provide reports.
Assist families throughout the enrollment process and support the scholarship application process.
Represent Kids in the Game at recruiting/registration events.
Provide customized support and assistance for registered families.
Act as the team leader and operational anchor for a distributed customer service team.
Direct, support, and mentor a distributed customer service team.
Delegate incoming inquiries and manage daily shift schedules for the customer service team.
Onboard, train, and continuously coach customer service representatives.
Conduct regular quality check-ins and performance reviews for the customer service team.
Act as the primary escalation point for complex or sensitive customer service issues.
Engage directly with prospective and returning families via website chat, phone calls, emails, and marketing events.
Maintain up-to-date program information, internal reference guides, and website FAQs.
Build and maintain registration platforms (Lineleader, UltraCamp).
Track account balances and manage payment collection.
Coordinate and maintain accurate participant records, including forms, waivers, and emergency contacts.
Monitor enrollment numbers, track trends, and provide reports.
Manage employer-sponsored benefit registrations and generate reports.
Conduct audits, review attendance, and monitor payments and account balances.
Communicate enrollment updates, payment reminders, and policy changes to parents.
Collaborate with the finance department for billing, refunds, and accurate fee collection.
Manage waitlists and communicate enrollment status promptly.
Capture customer data for future marketing campaigns and mass communications.
Collaborate with internal departments to develop and implement enrollment policies and procedures.
Ensure proper collection and storage of participant medical information.
Demonstrate curiosity, ambition, and accountability in resolving issues and improving internal processes.
Work collaboratively with in-person team members and bridge the gap with remote support staff.
Manage assigned projects, seek feedback, and meet deadlines.
Support in-person events led by the marketing and development team.