Charitable Advisors LLC
  • 18-Oct-2018 to 17-Nov-2018
  • - AYS, Inc.
  • Indianapolis, IN, USA
  • Full Time

Responsible for the leadership of the Customer Relations Team. Manages efficient, effective and customer friendly policies and procedures related to enrollment, billing, financial assistance programs, and customer communication. Responsible for program enrollment, effective payment collection system, auditing program attendance for accuracy and ensuring program payment goals  are met. Ensures that customer concerns are addressed in a timely manner. Oversees enrollment database and effectively leverages technology to improve customer satisfaction. Establishes protocols and processes for team members to carry out their individual roles while ensuring clear communication between department staff and other internal and external constituencies.
 
POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
ESSENTIAL FUNCTIONS
• Manages the Enrollment Coordinator and Financial Assistance Coordinator and oversees those functions ensuring effective policies, practices and procedures are in place for customer-friendly enrollment, effective payment system, reduction in late payments, and expansion of access to families in need of assistance.
• Tracks and analyzes enrollment numbers, attendance, customer calls, identifying trends and areas for improvement.
• Prepare registration/sales/enrollment/attendance reports and shares regularly with the Executive Team.
• Manages all customer billing and payment processing. Monitors account balances to ensure revenue goals are met.
• Oversees system for collecting and addressing parent and customer complaints. Ensures proper system for tracking, addressing, and communicating customer service issues.
• Manages customer materials including parent handbook and enrollment forms, ensures timely revisions, creates new materials as needed.
• Writes and edits promotional materials and business communications related to enrollment and other customer service initiatives. Works directly with the Marketing and Communications Manager to create content for monthly parent newsletters and other parent communications.
• Trains new Program Directors and other staff on enrollment process, payment collection, financial assistance programs, and registration software.
• Develops and implements effective strategies to ensure year-round enrollment, increase revenue, and build lasting customer relationships.
• Ensures effective staffing plan for day-to-day department operations as well as peak enrollment periods.
• Develops enrollment calendar in coordination with the organization's master program services calendar.
• Writes related policies for program operations and management manuals.
• Ensures confidentiality of all records; manages master student file system.
• Oversees implementation of any new registration and billing software.
 
SECONDARY RESPONSIBILITIES
• Process student enrollments and account changes
• Annually assess customer discount programs
• Serves on Pricing committee; advises on pricing packages
• Resolve customer questions, issues, and problems as they arise
• Maintains professional service-oriented relationship with internal and external contacts
• Performs all other duties as assigned
 
SUPERVISOR RESPONSIBILITIES
• Responsible for the supervision and evaluation of two team members: Enrollment Coordinator and Financial Assistance Coordinator
• Schedule and conduct weekly staff meetings
• Performs all other duties as assigned
 
EDUCATION AND/OR EXPERIENCE
To perform this job successfully, an individual must have the following education and/or experience.
• Bachelor's Degree in Business or related field. May substitute experience for education requirements.
• 3-5 years experience leading customer service, quality or business operations team.
 
KNOWLEDGE, SKILLS, AND ABILITIES
The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Customer Service/Communication – Provide prompt, attentive, and friendly customer service in-person and by phone; represents the organization well; maintains personal accountability and ownership for providing excellent customer service.  Communicates verbal and written ideas and thoughts clearly, accurately, and respectfully; seeks and responds to feedback from customers to improve service; seeks to understand the perspectives of others.
• Collaboration – Cooperates and works together with all co-workers; plan and complete job duties with minimal supervisory direction, including appropriate judgment; collaborates with and supports coworkers by helping out where needed; creates and maintains positive relationships with coworkers; asks for and listens to coworker feedback and incorporates feedback into revised processes; completes work on time and with proper quality; supports cross-training and shares learning with others.
• Adaptability – Willingness to take on new challenges and responsibilities; open to change and variety within the workplace; works hard to implement successful change in areas of responsibility; recommends and implements changes to improve processes and customer service.
• Technical – Proficiency in using computers and related software; experience with Microsoft Office and additional programs and systems.
• Critical Thinking – Ability to think about and solve complex problems
• Professionalism – Exhibits effective skills in priority management, professionalism and empathy
• Must have attention to detail to complete accurate and error-free work product
• Ability to plan and complete job duties with minimal supervisory direction, including appropriate judgment.
• with coworkers; asks for and listens to coworker feedback and incorporates feedback into revised processes
• Completes work on time and with proper quality
• Supports cross-training and shares learning with others
 
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Regularly required to sit and stand for extended periods of time
• Must be able to lift supplies and equipment up to 20lbs occasionally
• Able to move quickly to intervene in dangerous situations
• Problem solving abilities
• Able to make decisions without supervision
• Able to make sound decisions that affect other people, the financial resources, and/or the image and reputation of the organization
• Reliable transportation and valid driver's license is required.
 
CORE COMPETENCIES
• Collaboration/Team-Oriented
     o Demonstrates the ability to effectively communicate through all media
     o Works collaboratively and cooperatively with staff, school and parents
     o Is flexible
     o Demonstrates ability to ask for and receive feedback from others and works to make changes when needed.
• Integrity
     o Treats others with respect and dignity'encourages a climate of trust and openness
     o Handles issues and concerns with firmness and fairness
• Positive
     o Demonstrates positive attitude toward work and children
     o Is willing to take on new tasks and responsibilities
• Resilient/Tenacious
     o Demonstrates confidence
     o Participates in team meetings and is willing to implement suggestions to improve program quality
• Safety
     o Attends training sessions on program safety
 
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