Job description

The Enrollment Production Support Specialist is responsible for providing customer support to students and families of our client school district. The Enrollment Production Support Specialist will be a main point of contact on-site and over the phone to help solve student and parent issues and direct them to resolutions. A key component to this role is to provide the highest level of customer service to the client user community, while attempting to achieve first call resolution. This support position is vital to ensure all parents and students have a positive interaction with our client administration.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

• Provide customer support in-person, email and over the phone to client end-users on enrollment related issues.
• Resolve or escalate issues, while communicating the resolution process and timelines to end-users.
• Log, escalate, and report tickets and resolutions using client online systems.
• Provide excellent customer service by providing helpful, accurate and concise information to client end-user issues in a polite, patient and professional manner.
• Manage and report time spent on all calls and work activities.
• Stay up to date on the enrollment office processes, procedures, and best practices.
• Responsible for understanding Worldgate’s values and behaviors (The Worldgate Way)
• Ensure daily interactions with Worldgate internal and external parties align to Worldgate’s values and behaviors.

KEY COMPETENCIES:

• Customer/Client Focus
• Communication

EDUCATION, EXPERIENCE, & CERTIFICATIONS:

• Bachelor's Degree Required
• 1+ Years of customer support experience

SPECIFIC KNOWLEDGE, SKILLS, & ABILITIES:

• Strong communication and customer services skills
• Punctual and dependable
• Ability to communicate in a positive, patient and professional manner

Worldgate provides equal employment opportunities to all employees and applicants.

Job Type: Full-time

Pay: $41,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Philadelphia, PA 19130: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Customer service: 2 years (Required)
• Data entry: 1 year (Required)

Work Location: In person

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