Requisition Number 18-3811
Title Enrollment Operations Specialist
City Herndon State VA

Description
SUMMARY: The Enrollment Operations Specialist (EOS) supports Customer Care & Experience Operations through a variety of projects. The EOS develops, implements and provides project management for key initiatives designed to operations optimization. While directly reporting to the VP of Customer Care & User Experience, the EOS also provides dotted line support to many others in the department on key projects. The EOS wears many hats, is confident, self-motivated and flexible to learn many aspects of K12.

ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Generates expense reports through OracleEBS, and ensures all appropriate receipts/charges are accurately reflected for reimbursement;
• Coordinate projects related to activities impacting the Knowledge Base, EC, CCTS, and Reclamations Team:
 Maintains vacation schedules;
 Assists corporate escalations routing to appropriate team through closure. Escalates more complex issues with proprietary systems to corporate engineering team; escalates more complex hardware equipment issues to manufacturer;
 Coordinates meetings and ensures appropriate conference rooms, lunch, and tools are available for successful and productive meetings;
 Ad hoc projects as needed throughout the organization;
 Supports CCTS/Reclamations Training by assisting with training updates that need to be made following adjustments within the KB;
• Provides project support for the implementation of new strategies and technologies;
• Advises / educates customers within procedural guidelines to ensure a complete solution to their technical or service questions. Opens necessary engineering tickets, tracks and proactively follows up to resolution;
• Maintains current knowledge of K12's proprietary systems, various hardware product lines, industry products and technologies.

OTHER DUTIES & RESPONSIBILITIES: The below State ments are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities and/or duties required; other duties may be assigned.
• Serves as a key point of contact for internal teams and external vendors who are providing support on related initiatives;
• Assists in the preparation of presentations to share strategies and findings with senior leadership;
• Participates in regularly scheduled meetings related to projects and document discussion points and action items.
Requirements
MINIMUM REQUIRED QUALIFICATIONS:
• Bachelor's Degree OR
• Two (2) years of contact center experience OR
• Equivalent combination of education and experience
• Must be able to work from the corporate office in Herndon, VA

OTHER REQUIRED QUALIFICATIONS:
• Microsoft Office Outlook, Word, Excel, and PowerPoint; Web proficiency.
• Knowledge of relevant sales and marketing tools and techniques
• Self-starter with leadership skills and entrepreneurial spirit, driven by challenge and responsibility
• Individuality and creativity with enthusiasm for working in a team environment
• Detail-oriented with strong prioritization skills in a deadline-driven environment
• Quick learner capable of applying new tools and techniques
• Excellent written, oral communication and presentation skills
• Ability to pass required background check

DESIRED QUALIFICATIONS:
• System (TotalView, SAMS) proficiency
• Experience with Salesforce CRM tool