Assistant Director of Family Engagement

GENERAL SUMMARY

The Assistant Director of Family Engagement supports the Director of Family & School Involvement in enrolling new and returning Sylvan students. The Assistant Director also liaises with the Sylvan Contact Center to manage leads, complete follow-up tasks for booked appointments, and offer feedback to the Contact Center team to improve the customer experience for new families. The Assistant Director also carries out organizational tasks for the Sylvan Learning centers owned and operated by Unlocked Learning LLC. While some tasks may be completed remotely, the Assistant Director must work at their nearest Sylvan center in Weymouth, MA; Brookline, MA; Portsmouth, NH; or Salem, NH for at least one scheduled day each week.

ESSENTIAL ASSISTANT DIRECTOR JOB FUNCTIONS

• Updates the CRM and Google Calendar daily to show available appointment slots for new families.
• Enters appointments booked through the center website and Contact Center into Google Calendar and Dynalist. As needed, closes redundant appointment slots to avoid double booking.
• Completes all “welcome” tasks for booked appointments, including texts, emails, and, as needed, calls.
• Follows up on assessments and conferences that need rescheduling.
• Conducts enrollment conferences, welcome conferences, and center visits.
• Prepares enrollment conference materials as requested.
• Listens to Contact Center recordings on a weekly basis. Escalates service or other issues to the Sylvan Contact Center team.
• Attends monthly Contact Center meetings.
• Makes outbound care calls, including “warm transfer” care calls for leads that do not book.
• Monitors the centers’ incoming text messages and emails and responds appropriately. Creates and assigns action items as needed.

KNOWLEDGE AND SKILLS REQUIRED

• Four-year degree or equivalent required.
• One to two years of sales and/or customer service experience required.
• One to two years teaching experience preferred.
• Strong customer service, interpersonal, and communication skills; outgoing, people-oriented approach.
• Proven ability to manage multiple tasks and be flexible.
• Ability to work collaboratively; strong team player.
• Experience using Microsoft Office, G-Suite applications, Zoom, and other standard business applications used by the Center.
• Knowledge of tablet computers preferred.
• Ability to occasionally lift and/or move up to 10 pounds (in-center only).

SCHEDULE: 25-30 hours/week. Suggested schedule below.

• Mondays-Thursdays): 9:30am-2:30pm OR 2:30-7:30pm (combination of early and late days)
• One weekend day: Saturdays 9:00am-1:00pm OR Sundays 11:30am-3:30pm

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be a complete list of all job responsibilities or skills, knowledge, and abilities required.