Lead Qualification Coach I, EMS

Title: EMS Lead Qualification Coach I (LQ Coach I) 

Reports To: EMS Manager

Department:  Enrollment Management Services Contact Center

Location: Remote

Position Summary:

EducationDynamics is a marketing and enrollment management services and technology company dedicated to getting students to the right program at the right school at the right time. We are the premier provider of qualified prospective students for colleges and universities, and our services cover the key stages of the student lifecycle, from initial inquiry through program enrollment.

The LQ Coach I is an entry level position responsible for managing outreach to prospective students of EducationDynamics’ client institutions. Once contacted, the LQ Coach I is responsible for confirming the prospective student’s interest in a specific program and qualifying them for that program. This process involves a short conversation of 3-5 minutes. Once qualified, the LQ Coach I will transfer the prospective student to the client institution and move on to the next call.

The typical coach will handle 200 + calls per day and qualify prospective students for 6-8 client institutions. Providing accurate and compliant program information is critical

What You Will do:

• Manage outbound and inbound calls across multiple client institutions, averaging 200+ calls per day
• Enthusiastically engage with prospective students to build excitement about speaking with a client institution
• Follow conversation outlines to ensure compliance and accurate product information is communicated to the prospective student
• Work quickly across multiple accounts, with various programs, in a typical day
• Escalate unique prospective student concerns to Team Lead or Manager as needed
• Use email to communicate and qualify prospective students, as needed
• Consistently implement coaching and performance feedback provided through a variety of channels including manager coaching sessions, peer development groups, and client feedback
• Maintain all compliance expectations in communicating program information and documenting student interactions

The Successful Candidate Profile:

• You have previous experience in a high-volume contact center that put you in direct communication with customers daily
• You thrive in a busy environment with a lot of change
• You learn detailed process and system information quickly and enjoy sharing your best practices with your team members
• You are a people-person and enjoy interacting with people from diverse backgrounds in person and over the phone
• You are detailed oriented and pride yourself on executing specific processes flawlessly
• You are comfortable speaking over the phone in a heavily scripted environment

Physical Factors:

Physical demands and work environment:  The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear.  The employee must occasionally lift and/or move up to 15 pounds.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Work environment:  While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time.  The noise level in the work environment is usually minimal.