Family Engagement Administrator - Sylvan Learning of Portsmouth

GENERAL SUMMARY

The Family Engagement Administrator position supports the Director of Family & School Involvement in managing the schedules and parent contact for our multi-center operations and helping to enroll new and returning Sylvan students. The administrator also liaises with the Sylvan Contact Center to manage leads, complete follow-up tasks for booked appointments, and offer feedback to the Contact Center team to improve the customer experience for new families. The Assistant Director also carries out organizational tasks for the Sylvan Learning centers owned and operated by Unlocked Learning LLC. While some tasks may be completed remotely, the Assistant Director must work at their nearest Sylvan center in Weymouth, MA; Brookline, MA; Portsmouth, NH; or Salem, NH for at least one scheduled day each week.

ESSENTIAL ADMINISTRATOR JOB FUNCTIONS

• Help director staff and other administrators with scheduling tasks and manage tutoring schedules.
• Oversee phone lines and text message accounts to update staff on notices from families and teachers regarding scheduling issues.
• Monitors the centers’ incoming text messages and emails and responds appropriately. Creates and assigns action items as needed.
• Updates the CRM and Google Calendar daily to show available appointment slots for new families.
• Completes all “welcome” tasks for booked appointments, including texts, emails, and, as needed, calls.
• Enters appointments booked through the center website and Contact Center into Google Calendar and Dynalist. As needed, closes redundant appointment slots to avoid double booking.
• Follows up on assessments and conferences that need rescheduling.
• Conducts enrollment conferences, welcome conferences, and center visits.
• Prepares enrollment conference materials as requested.
• Listens to Contact Center recordings on a weekly basis. Escalates service or other issues to the Sylvan Contact Center team.
• Attends monthly Contact Center meetings.
• Makes outbound care calls, including “warm transfer” care calls for leads that do not book.

KNOWLEDGE AND SKILLS REQUIRED

• One to two years of sales and/or customer service experience required.
• Four-year degree or equivalent preferred.
• 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 used by the Center.
• Knowledge of tablet computers preferred.
• Ability to occasionally lift and/or move up to 10 pounds (in-center only).

SCHEDULE: 25-30 hours/week. Suggested schedule below.

• Mondays-Thursdays): 9:30am-2:30pm OR 2:30-7:30pm (combination of early and late days)
• One weekend day: Saturdays 9:00am-1:00pm OR Sundays 11:30am-3:30pm

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be a complete list of all job responsibilities or skills, knowledge, and abilities required.