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Customer Success & Enrollment Coordinator (NYC)

hace 22 días

New York

Job Description Join Our Movement to Inspire the Next Generation! Kids in the Game sport and enrichment-based programs can be found in schools and communities across New York City, serving thousands of children every year. Our goal is to provide positive experiences and opportunities through sports and creative play. We inspire kids to embrace new experiences, adopt a healthy lifestyle, and build integrity. Our work is focused on achieving five ultimate impacts: • Enhancing emotional intelligence, • Creating a positive sense of self, • Developing NYC into the nation’s top talent hub, • Integrating our communities, • Narrowing the income inequality gaps We believe that what sets us apart is who we are and how we connect with people. We are a Certified B Corporation and we’re committed to doing business for good. We are striving every day to have a positive impact in the lives of our youth, and we believe that it all starts with being the best part of their day. To learn more about our programs and our team, visit www.kidsinthegame.com What We’re Looking For We’re looking for a Customer Success & Enrollment Coordinator to oversee the customer success and registration/enrollment processes for our after school programs, sports classes, and summer camps, which total 30-40+ programs each year. This includes managing registration data for 1,000+ students attending after school and sports programs every school year, as well as 2,500+ campers attending our 13+ summer camp locations. The ideal candidate has a background in customer service (phones, emails), program registration, document management, implementing registration and communication systems, Excel/Google Sheets data entry and analysis, and the ability to learn new registration tools quickly and build reporting processes in order to teach others. The Customer Success & Enrollment Coordinator will work with both new and returning families, guiding them through the enrollment process, ensuring that families are registering for the programs and services they need. This role involves managing the participant registration process and related databases, analyzing enrollment data, assisting families throughout the enrollment process, supporting the scholarship application process, representing Kids in the Game at recruiting / registration events, and providing customized support and assistance for registered families. In addition to driving enrollment operations, the Customer Success & Enrollment Coordinator acts as the team leader and operational anchor for a distributed customer service team. The Customer Success & Enrollment Coordinator will guide families through the enrollment process while directly managing, training, and empowering remote support staff to deliver high-quality, empathetic customer care across all communication channels. This is a full-time OT non-exempt role based in New York City and requires in-person work at least 4 days per week. Our regular schedule is Monday - Friday from 9am - 5pm. Evening and weekend work may be required to meet project deadlines as well as complete professional development requirements. Customer Success & Team Leadership: • Direct, support, and mentor a distributed customer service team (handling phone, email, chat, and data entry) to maintain high standards of responsiveness and quality service., • Delegate incoming inquiries, manage daily shift schedules, and oversee the customer service Slack channel to ensure prompt, smooth communication across the distributed team., • Onboard, train, and continuously coach customer service representatives on program details, communication tone, and system tools. Conduct regular quality check-ins and performance reviews., • Act as the primary escalation point for complex or sensitive customer service issues, stepping in to resolve escalated family concerns and supporting representatives and other team members with challenging scenarios., • Engage directly with prospective and returning families via website chat, phone calls, emails, and marketing events to build relationships and support registration., • Maintain up-to-date program information, internal reference guides, and website FAQs so the support team and families always have accurate information. School Year & Summer Camp Enrollment: • Oversee registration and enrollment for school year programs and summer camps., • Build and maintain registration platforms (Lineleader, UltraCamp), track account balances, and manage payment collection., • Serve as the main point of contact for parents and guardians, addressing inquiries and providing program information., • Coordinate and maintain accurate participant records, including forms, waivers, and emergency contacts., • Monitor enrollment numbers, track trends, and provide reports to inform decision-making., • Manage employer-sponsored benefit registrations and generate reports on filled slots., • Conduct audits, review attendance, and monitor payments and account balances., • Communicate enrollment updates, payment reminders, and policy changes to parents., • Collaborate with the finance department for billing, refunds, and accurate fee collection., • Manage waitlists and communicate enrollment status promptly., • Capture customer data for future marketing campaigns and mass communications., • Collaborate with internal departments to develop and implement enrollment policies and procedures., • Ensure proper collection and storage of participant medical information. Team-Wide Responsibilities: • Demonstrate curiosity, ambition, and accountability in resolving issues and improving internal processes., • Work collaboratively with in-person team members and bridge the gap with remote support staff., • Manage assigned projects, seek feedback, and meet deadlines., • Support in-person events led by the marketing and development team. Salary Range: • $50,000-$60,000 base salary (commensurate with prior experience) + annual bonuses, • Kids in the Game provides pay equity to employees performing the same or similar work to ensure that internal and external team members are compensated equally, regardless of factors like gender, race, or other demographic characteristics., • To qualify for a salary offer above $55,000, you must have 2+ years of relevant experience in customer service leadership roles, experience using CRM and youth program registration tools (e.g. SalesForce, Hubspot, Zendesk, LineLeader, UltraCamp), and advanced proficiency in Excel/Google Sheets. What You’ll Love About Us • We are a youthful, passionate, and committed team of individuals who care about our youth and city., • We work hard and we take pride in executing programs at a high level., • We support each other personally and professionally by encouraging a growth mindset and shared sense of purpose., • We use games & team building exercises to maintain a robust team culture., • We regularly participate in company social leagues, workout classes, and sporting events., • We value work/life balance and personal autonomy when it comes to managing your time and schedule., • We host semi-annual leadership retreats to build team cohesion and promote collaborative strategic planning., • We provide a total rewards package including:, • Health / dental / vision / life insurance benefits, • 401K with employer matching contributions, • Commuter benefits, • Gym membership / health & wellness reimbursement, • Free summer camp for eligible relatives (if applicable) Our Commitment to You We are an Equal Opportunity Employer and we believe strongly in the value of incorporating diversity, equity, and inclusion in our workplace. We accept applications from all interested candidates, regardless of race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. You can expect to be welcomed into an engaging and spirited environment that emphasizes the importance of teamwork, open communication, and collaboration. We are proud to foster an inclusive environment where our team members feel respected by and connected to one another. We celebrate the unique experiences, perspectives, and passions of our employees, and we look forward to adding dynamic personalities to our team. Requirements What We’ll Love About You • Bachelor's degree in education, recreation, business administration, or previous experience in camp administration or enrollment management, preferably within summer camps or after school programs., • Exceptional organizational and administrative skills, with excellent attention to detail. Excellent interpersonal and communication skills, with the ability to interact effectively with parents, camp staff, and external stakeholders., • Proficiency in using computer applications, including Microsoft Office Suite, G Suite, camp management software, and project management software., • Knowledge of enrollment processes, camper databases, and registration systems., • Ability to work independently and collaboratively in a fast-paced, deadline-driven environment. Flexibility to work evenings or weekends as needed for camp events, registration days, and enrollment activities., • Ability to communicate effectively with families from diverse backgrounds, including non-English speaking customers (Spanish proficiency is highly desirable). Why This Role Might be Right For You • You have an interest and curiosity for all things sports and youth development - you care deeply about creating positive experiences for kids of all ages!, • You've had diverse customer service experiences, and you know what it takes to provide empathy, critical support, and guidance to team members, families, partners, and frontline staff., • You’ve worked independently on data management and customer success projects, managing & analyzing large data sets, and organizing and auditing print and digital records., • You're comfortable learning and using new technology and platforms. You're able to pick up tech systems quickly, learn the key features, and teach others., • You can tap into creative ideas from different team members and other organizations to improve internal processes and enhance the customer experience for registered families., • You love the experience of being in a vibrant office space and collaborating with others., • You have the ability to relate to the experiences of diverse communities across NYC and care deeply about advancing diversity, equity, and inclusion.

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