Enrollment Representative - Universal

Stride, Inc. • US - VA - Remote, VA

1d • Remote

About The Position

The Enrollment Representative, Universal, is a key member of our remote call/contact center team, focused on providing outstanding customer service to individuals navigating the application and enrollment processes for our public and private schools. This role involves supporting customers across multiple communication channels, including phone, chat, email, and SMS. Representatives are expected to adapt to varying workloads and assist customers wherever demand is highest, which may include supporting different departments or handling diverse inquiries. A strong ability to manage high volumes of work with professionalism and efficiency is essential. This position offers an opportunity to contribute meaningfully to our mission of helping families access quality education while working in a dynamic and collaborative environment.

Requirements

• High School Diploma OR Currently pursuing a BS/BA or MS/MA degree) OR Equivalent combination of education and experience
• High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users.
• Ethernet connection is preferred.
• Sedentary work involving fluent typing, listening, speaking, extensive reading, repetitive motions, and prolonged computer use.
• Daily access to a smart device (e.g., phone, tablet) capable of downloading and using apps.
• Professional home office setup free from distractions during operational hours.
• Ability to attend virtual training sessions via webcam.
• Familiarity with home-based or public/private school education systems.
• Thorough knowledge of home-based connectivity support.
• Strong verbal and written communication skills.
• Excellent listening skills with a consultative approach to customer service.
• Proficient in telephone and email etiquette.
• Ability to communicate effectively through multiple channels, including phone, voicemail, email, and chat.
• Expertise in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, etc.) and PC/Internet applications.
• Proficiency in web-based applications.
• Knowledge of Microsoft Windows Operating Systems (7, 8, 10, and XP).
• Strong problem-solving and analytical skills with a solutions-oriented mindset.
• Resilient, detail-oriented, and accountable for high-quality work.
• Ability to manage high call volumes and maintain positive team morale.
• Ability to prioritize competing tasks effectively to deliver results.
• Independent and team-oriented work capabilities.
• Open to feedback and guidance, demonstrating adaptability and improvement.
• Resilient and positive contributor to team dynamics.

Nice To Haves

• Previous experience with Stride/K12
• Previous experience in working in a call center environment
• Salesforce experience is a plus
• Previous customer service or sales experience with proven record of achievement

Responsibilities

• Provide clear guidance on policies, procedures, and documentation requirements to ensure a seamless enrollment process.
• Act as a primary contact for families, staff, and internal departments, delivering supportive and effective communication.
• Assist families by interpreting account details, offering updates, and demonstrating exceptional customer service skills, including empathy and relationship-building.
• Maintain high accuracy, meet Quality Assurance standards, and contribute to enrollment goals.
• Deliver comprehensive support for K12 learning systems and business applications.
• Clearly explain product features, costs, and terms while coordinating secure sales/enrollment agreements and transactions.
• Handle high volumes of inbound and outbound customer interactions.
• Promptly resolve common issues to ensure family satisfaction and a positive enrollment experience.
• Efficiently navigate and switch between multiple systems while assisting families.
• Effectively manage competing priorities to meet role-specific Key Performance Indicators (KPIs) consistently.
• Build strong relationships with adult students, parents, or legal guardians.
• Ensure the timely collection of all required compliance documentation in line with departmental policies.
• Demonstrate excellent troubleshooting and research skills to resolve practical issues and support various schools and their policies.
• Handle a high volume of inbound calls while meeting outbound call expectations, such as follow-ups and enrollment updates.
• Accurately record call-related data in the Salesforce CRM tool within designated timeframes during and after calls.
• Address family concerns creatively and with integrity, provide feedback to teammates to improve processes, and focus on family retention.
• Adhere to corporate and departmental policies regarding attendance, schedule adherence, conduct, and data security, ensuring the protection of family and student information.
• Thrive in a quiet remote work environment with a high degree of autonomy while adhering to a defined shift schedule.
• Employees are expected to be fully present and give full attention to their work while on the clock.
• Flexibility is essential, as shifts may change based on business needs and may include weekends, holidays, and optional overtime.
• Ability to own and execute projects with minimal supervision.
• Capability to travel up to 10% of the time (e.g., team-building activities).
• Ability to clear required background check.

Benefits

• Stride, Inc. is an equal opportunity employer. Applicants receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other basis prohibited by federal, state, or local law.
• Stride, Inc. complies with all legally required affirmative action obligations.
• Applicants will not be discriminated against because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED