At Pearson, our purpose is simple; to add life to a lifetime of learning. We envision a future where everyone can realize the life they imagine through learning. To achieve this, we create vibrant and enriching learning experiences designed for real-life impact.
For over 20 years, Pearson Virtual Schools has been reimagining K-12 education with full-time virtual schools for students who want a personalized, more flexible approach to learning. Our flagship products and services include Connections Academy, US-based online public charter schools; Pearson Online Academy, a global online private school; and Pearson Connexus, our comprehensive online school program for school districts nationwide.
The following description is intended to describe the general nature of the job that may include other duties as assumed or assigned; it is not intended to be all-inclusive or limit the position's duties.
**Position Summary: **
Working remotely from a home office, the Student Onboarding & Retention Associate will act as a primary point of contact for families newly enrolled in a Connections Academy or Pearson Online Academy program. This position will report to the Supervisor of Student Services as a part of the Customer Engagement & Retention Department.
The Customer Engagement & Retention Department provides customer support, onboarding support, and academic placement support for both new and continuing students. They are accountable for delivering the right messages to the right people at the right time to grow and achieve retention goals.
This position is intended to support families in Eastern Standard Time or Central Standard Time. The standard work hours for this position are Monday – Friday 9 am to 6 pm EST.
Primary Responsibilities:
Providing Outbound Support for Newly Enrolled Families
Conduct proactive onboarding calls to welcome families, introduce them to the platform, and ensure they understand the key steps to starting their learning journey.
Answer questions about enrollment, technology setup, curriculum, and available resources to ensure families are equipped for a successful school year.
Build rapport with families to foster trust and confidence in the virtual school model.
Student Advocacy
Act as a central advocate for students and families by providing personalized guidance and support during their enrolled experience.
Address concerns, identify potential barriers to success, and connect families to appropriate resources or departments when needed.
Serve as a liaison between families and school staff, ensuring clear communication and resolution of issues.
Holistic Student Account Review
Regularly assess student accounts to identify incomplete tasks, outstanding documents, or recommended actions to support academic progress.
Provide tailored recommendations to families based on account reviews, ensuring timely completion of onboarding and academic placement requirements.
Time and Workflow Management
Plan and execute daily workflows to balance multiple priorities, such as outbound calls, email communication, and data updates.
Maintain a high level of accuracy and efficiency in managing student data and records.
Utilize organizational tools and best practices to meet deadlines, support retention initiatives, and achieve departmental goals.
Record Maintenance and Data Accuracy
Update and maintain student records in enrollment and student information systems with precision, ensuring compliance with federal and internal privacy standards (e.g., FERPA).
Log all interactions and resolutions to provide a comprehensive history of family support and communications.
Compliance with FERPA and Privacy Standards
Ensure all communications and data-handling procedures adhere to the Family Education Rights and Privacy Act (FERPA) guidelines, maintaining the confidentiality of student information.
Participate in regular training on privacy policies and adjust practices as needed to remain compliant.
Issue Resolution and Escalation Management
Triage escalated issues from families or internal stakeholders, providing calm and effective solutions to deescalate situations.
Collaborate with other departments as necessary to resolve technical, academic, or enrollment-related issues promptly.
Support for Retention Goals
Contribute to achieving retention targets by delivering clear and effective messaging to families, ensuring they feel supported and confident in their decision to enroll.
Monitor retention trends and provide feedback on areas for improvement in onboarding and family engagement processes.
Other Duties as Assigned
Participate in department initiatives, including team meetings, training sessions, and special projects to support continuous improvement in customer engagement and retention.
Adapt to evolving responsibilities as the needs of the department or organization change.
**Required Skills: **
Problem-solving attitude with an ability to achieve goal driven outcomes.
Excellent verbal and written communication skills.
Displays self-confidence, patience, empathy, and availability while connecting with students and families; understands and adapts quickly to multi-generational needs and characteristics.
Ability to handle troubleshoot escalated issues with a goal of deescalating the issue.
Proficiency in Microsoft Office (Word, Outlook, Excel, and PowerPoint).
Demonstrated understanding of FERPA guidelines and internal policies regarding student and employee privacy.
**Qualifications: **
Call center and customer service experience preferred.
Experience working in a fast-paced work environment with students and families.
Experience working in a virtual environment.
Prior experience working with multiple EMS/SIS/Enrollment platforms.
Bachelor's degree is a plus, but not required.
Applications will be accepted through 17th September 2025. This window may be extended depending on business needs.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.
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