Now Hiring - Education Call Center Specialist - Childcare in Indianapolis, IN

JOB SUMMARY
The Call Center Specialist (internally known as Family Success Specialist) is responsible for handling family inquiries via call, email and chat, and is responsible for qualifying and developing leads into active enrollments in support of organizational targets and metrics. The role will engage with a variety of internal stakeholders including marketing, center leadership and finance to support lead generation efforts, manage current and projected openings, and ensure families are supported through the enrollment process and their continued customer journeys.

ESSENTIAL RESPONSIBILITIES

• Provide world class customer service through responsive communication channels, delivering timely and accurate information in response to inbound calls, chats and emails for Day Early Learning and other Early Learning Indiana initiatives
• Handles current and prospective Day Early Learning customer inquiries related to general interest, enrollments and tours, tuition and payment, as well as other topics, engaging other departments as necessary
• Manage all current and projected openings within centers utilizing Day Early Learning’s customer relationship management system and maintain up-to-date listings on all marketing channels
• Work demand pipeline for Day Early Learning centers, including Early Head Start enrollments, by prospecting, qualifying and building relationships with new families aligned with enrollment goals and targets
• Support interested families through the enrollment process including: exploring family needs and preferences, liaising between families and centers to facilitate tours, addressing questions and facilitating all activities required for conversion to an active enrollment
• Partner with the Finance team to manage and administer the Tuition Assistance Program (TAP)
• Conduct follow-up with lost opportunities and dis-enrollments to recover and/or identify opportunities for improvement
• Analyze data to provide routine updates to leadership on pipeline health and projections, lead quality and conversions, ensuring a seamless process for families and centers
• Other duties as assigned to advance the mission of Early Learning Indiana

EDUCATION, EXPERIENCE, & OTHER REQUIREMENTS
An individual must have the following education and/or experience.

• High school diploma or equivalent required. Associate’s or Bachelor’s degree in a relevant major preferred
• 2-5 years of experience in early childhood or youth programs preferred
• 2-5 years of customer service, sales or administrative experience preferred
• Experience with Zendesk and/or Salesforce systems a plus
• Bilingual in Spanish and English is a plus

COMPETENCIES & SKILLS
The successful team member will demonstrate individual competency in the following areas:

• Proficient in the practices and principles of customer service
• Able to adapt engagement and communication style to varying family audiences and stakeholders
• Proficient at multitasking, balancing data entry while listening and conversing via phone
• Strong organizational skills and high attention to detail
• Proficient technical skills and working knowledge of CRM and dashboard/analytic tools
• Ability to communicate and construct timely, accurate and useful reports and information to functional leaders and other stakeholders
• Track record of success and outcomes in a high-paced, results-oriented environment

WORK CONTEXT
The requirements described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The team member frequently is required to:
  • Stand, walk, sit
  • Use hands and fingers to handle books, paper, technology
  • Use computer and other electronic equipment and technology
  • See and read
  • Verbally communicate with various audiences ie customers, families etc.
  • Reach with hands and arms
• Legally able to work in the United States for any employer

The statements contained herein describe the scope of the responsibility and essential functions of this position but should not be considered an all-inclusive list of work requirements.

Employment with Early Learning Indiana is contingent upon satisfactorily completing pre-employment requirements. Pre-employment screenings include, but are not limited to, criminal background and drug screenings. Employment with Early Learning Indiana is at-will.

ABOUT EARLY LEARNING INDIANA
Early Learning Indiana is a nonprofit organization on a mission to ensure children are empowered with essential skills to thrive in kindergarten and beyond. We practice what we teach by operating a network of premier, community-based schools – called Day Early Learning centers – where we advance the science of early education, invest in a new generation of teaching, and instill essential skills in over 1,000 children each day. Building on more than a century of experience, Early Learning Indiana also serves as a leading voice and advocate for the transformation of Indiana’s early learning landscape by addressing systemic barriers to access, affordability, and quality. Learn more about us at [please apply online] Early Learning Indiana is an Equal Opportunity Employer. We provide Equal Employment Opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, age, disability, genetic information, sex, citizenship status, military status, marital status, amnesty, or other status protected by law.