Student Services Associate - Remote Customer Engagement & Retention Specialist for Pearson Virtual Schools

Join Pearson Virtual Schools: Revolutionizing K-12 Education with Personalized Learning At Pearson, we're on a mission to add life to a lifetime of learning. For over 20 years, Pearson Virtual Schools has been at the forefront of reimagining K-12 education, providing full-time virtual schools that offer a personalized and flexible approach to learning. Our flagship products and services include Connections Academy, US-based online public charter schools, and Pearson Online Academy, a global online private school. We're committed to creating vibrant and enriching learning experiences that have a real-life impact. About the Role: Student Services Associate We're seeking a dedicated and compassionate Student Services Associate to join our Customer Engagement & Retention Department as a remote team member. As a primary point of contact for families enrolled in our programs, you'll play a vital role in ensuring student success and satisfaction. Reporting to the Supervisor of Student Services, you'll be an integral part of our team, working collaboratively to deliver exceptional customer support and drive retention goals. Key Responsibilities: Act as a student advocate, assisting families through an inbound phone queue with questions and account updates, and providing personalized support to ensure a seamless learning experience. Review student accounts holistically to identify outstanding tasks or recommended actions, ensuring continuing student success and retention. Organize and complete assigned workflow to ensure effective time management, accurate data integrity, efficient communication, and student retention. Maintain student accounts and records, documenting and logging information into online systems accurately, and protecting student account information through compliance with federal student privacy law (FERPA). Participate in outbound call campaigns to assist with onboarding and retention, building strong relationships with families and driving program satisfaction. Troubleshoot escalated issues with a goal of deescalating the issue, demonstrating a problem-solving attitude and achieving goal-driven outcomes. Perform other duties as assigned, demonstrating flexibility and a commitment to delivering exceptional customer support. Essential Qualifications and Skills: Excellent verbal and written communication skills, with the ability to connect with students and families across multiple generations. Self-confidence, patience, empathy, and availability, with a demonstrated understanding of multi-generational needs and characteristics. Proficiency in Microsoft Office (Word, Outlook, Excel, and PowerPoint), with the ability to quickly adapt to new systems and technologies. Demonstrated understanding of FERPA guidelines and internal policies regarding student and employee privacy. Call center and customer service experience preferred, with a proven track record of delivering exceptional customer support. Experience working in a fast-paced work environment with students and families, with a demonstrated ability to multitask and prioritize tasks. Experience working in a virtual environment, with the ability to work independently and collaboratively as part of a remote team. Prior experience working with multiple EMS/SIS/Enrollment platforms, with a demonstrated ability to quickly adapt to new systems. Preferred Qualifications: Bachelor's degree, with a focus on education, customer service, or a related field. Previous experience in a virtual school or online education setting, with a demonstrated understanding of the unique challenges and opportunities in this environment. What We Offer: Career Growth, Learning Benefits, and a Collaborative Culture At Pearson, we're committed to supporting the growth and development of our team members. As a Student Services Associate, you'll have access to a range of career growth opportunities, including professional development training and mentorship programs. You'll also be part of a collaborative and inclusive culture that values diversity, equity, and inclusion. Compensation and Benefits: We offer a competitive salary, with a full-time salary range of $21.63/HR ($44,990.40). While this position is not bonus eligible, we provide a comprehensive benefits package that includes access to a range of perks and benefits. Our commitment to diversity, equity, and inclusion is reflected in our hiring practices, and we're proud to be an Affirmative Action and Equal Opportunity Employer. Why Join Pearson Virtual Schools? By joining our team, you'll be part of a pioneering organization that's redefining K-12 education. You'll have the opportunity to make a real difference in the lives of students and families, supporting their educational journey and helping them achieve their goals. Our remote work environment offers flexibility and autonomy, with the ability to work from anywhere. If you're passionate about education, customer service, and making a positive impact, we encourage you to apply for this exciting opportunity. Take the Next Step: Are you ready to join our team and make a difference in the lives of students and families? Apply now and let's discuss how you can become a vital part of our success story. Apply for this job