Description

Position Summary:

This position capitalizes upon existing and develops new opportunities to achieve enrollments goals; builds positive relationships with parents, community, and business networks; develops creative resolutions in areas of opportunity and tracks outcomes; and continuously provides relationship services that exemplify the CELEBREE vision, mission, and values.

Qualifications:

This position requires excellent customer service and relationship-building skills. This position requires strong analytical skills, innovative thinking, effective organizational skills, flexibility, excellent written and verbal communication skills, strong initiative and proven problem solving skills. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required.

Essential Functions:

TALENT

• Easily, effectively and genuinely builds appropriate rapport with potentials to determine how Celebree can meet their needs.
• Follows-up with potentials in a timely manner; committed to reaching enrollment goals.
• Promotes teamwork and enthusiasm; fosters commitment to Celebree mission, vision, and values—protect, educate, nurture.
• Documents effectively; consistent use of company performance management tools/processes.

BRAND

• Conducts calls in a professional, genuine and engaged manner to determine potentials needs, concerns, etc.
• Ensures call center staff presents a professional image and upholds Celebree dress code.

• Ensures exceptional customer service experiences, e.g., timely returned calls; pleasant & professional communication; staff scheduling to ensure maximum call capture & possible conversion; concerns addressed in a timely manner.
• Supports and leads new company initiatives; ensures adaptation of new programs, policies and procedures.
• Demonstrates and guarantees that all communication from the call center with prospective parents and centers is in alignment with the Celebree mission and values.

OPERATIONS

• Manage sales process of potential client base generated from website and center based inquiries
• Manages inside sales touch point process with new potential families to successfully achieve enrollment goals
• Complies and analyzes daily and weekly reporting of traffic and enrollment outcomes
• Assesses successes and areas of opportunity for driving enrollments and initiates plans to capitalize opportunities where available
• Conducts follow up calls to families who have recently toured Celebree Schools but not enrolled to solicit feedback. Provides actionable plans for improvement to field organization.
• Develops and implements a new family loyalty program
• Creates and implements the semi-annual parent survey program ; analyzes and disseminates information
• Handles parent calls to discuss issues (positive & negative), bringing them to a successful resolution

Qualifications

Education/Experience:

• BA degree in Marketing, Business Administration or a minimum of 4 years experience in customer service and sales
• A thorough understanding of the human-business model and its implications on business success
• The ability to be self-motivated, to work independently, and to be self-directed once given the target goal for accomplishment

Specific Skills:

• Strong functional computer knowledge including Microsoft Office, Outlook, Excel, Power Point.
• Must possess excellent problem solving, communication (both verbal & written), innovative/creative thought, attention to detail, and computer skills