Customer Service and Engagement Specialist

Description

The Pennsylvania Leadership Charter School is a state-wide, public (tuition-free) K-12 online charter school with a substantial number of students. Our teachers are part of an educational team whose innovative approach to education is providing a dynamic learning experience for students across the state of Pennsylvania through cyber education. All teachers and staff report to work on a hybrid schedule to our West Chester or Western PA locations.

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Summary:

In today’s competitive educational landscape, the Customer Service and Engagement Specialist serves as a cornerstone for fostering connections and strengthening relationships with prospective families. This role emphasizes responsive communication, targeted outreach, and community-driven initiatives to elevate the school’s profile and drive enrollment. By providing personalized and consistent follow-up through multiple channels, this position ensures a seamless and engaging experience for prospective families and other key audiences.

Essential Duties and Responsibilities:

• Serve as the primary point of contact for public inquiries, ensuring timely and professional responses via email, CRM, phone, and other communication platforms.
• Develop and execute follow-up strategies to nurture leads from school events, information sessions, and other recruitment events.
• Maintain and update our CRM system to ensure accurate tracking and effective follow-up of all active leads.
• Collaborate with related Student Services teams to align engagement efforts with recruitment goals and campaigns , including supporting event planning efforts for major school-wide functions such as Graduation.
• Represent the school at community events, fairs, and outreach programs to build rapport and strengthen ties with local organizations, while also coordinating and planning school-wide events such as the State of the Union conference, Back to School celebrations, and other institutional initiatives.
• Engage with targeted groups, such as homeschool organizations, community centers, and local influencers, to expand the school’s reach and visibility.
• Create and deliver personalized communication plans for prospective families to guide them into the admissions process.
• Actively gather feedback from prospective families to identify areas for improvement in the engagement process.
• Develop training materials and provide guidance to staff on best practices for family engagement.
• Analyze engagement metrics to assess the effectiveness of outreach efforts and recommend improvements.
• Plan, coordinate, and execute multiple monthly Information Sessions featuring an open-floor Q&A format that fosters dynamic engagement with prospective families. Ensure sessions include academic administration and key support staff to provide comprehensive insights into the school’s curriculum, student support services, and overall experience. Collaborate with CPFA and USP to create a cohesive, school-wide approach to Info Sessions, aligning messaging and structure across all divisions for a seamless and consistent prospective family experience.

• Lead logistical planning for recruitment and engagement events, including securing venues (virtual and in-person), coordinating internal and external stakeholders, managing promotional efforts, and ensuring seamless execution.
• Represent the school at events to enhance its presence and reputation within the community.
• Establish and maintain a proactive follow-up system for prospective families preceding and following Info Sessions and outreach events, leveraging CRM tools and targeted communication strategies to guide them through the admissions funnel. 
• Expand the school’s visibility and outreach efforts by cultivating relationships with community organizations, homeschool groups, educational networks, and other key partners to attract and retain students.
• Manage school-wide events, including Back-to-School Celebrations and State of the Union Conferences, while contributing to major institutional events such as Graduation; oversee logistical planning, coordinate internal teams, secure venues if needed, manage vendors, and execute event communications to maximize participation and impact.
• Collaborate with internal teams to ensure consistency and alignment in messaging and engagement efforts.

Qualifications

Education, Certification (if applicable), Experience, Knowledge, Skills and Abilities

• Bachelor’s degree in communications, marketing, education, or a related field.
• Experience in customer service, community engagement, or admissions-related roles.
• Demonstrated success in building and managing relationships with diverse audiences.
• Experience organizing and representing institutions at community events and outreach programs.
• Familiarity with customer relationship management (CRM) systems and data management tools.
• Understanding of the educational landscape, including trends in online and community-based recruiting.
• Commitment to fostering an inclusive and welcoming environment for all audiences.
• Proficiency in using digital communication tools and platforms for outreach and engagement.
• Awareness of the unique needs and preferences of diverse prospective families.
• Exceptional interpersonal and communication skills, both verbal and written.
• Strong organizational skills with the ability to manage multiple tasks and priorities effectively.
• Ability to build trust and rapport with prospective families through genuine and empathetic interactions.
• Adaptability to shifting priorities and the evolving needs of prospective families.

Physical/Mental/Environmental Demands:

• Physical: Normal vision, speech, hearing, walking, sitting, standing, lifting, stooping, bending, grasping, keyboarding, and filing ability
• Mental: Positive Attitude, analyzing, problem solving, decision making, and writing.
• Environmental: Online, office, blended school environment
• Travel: Travel as required for positional and/or organizational need
• Hybrid Work Eligibility: Yes - as determined by departmental parameters

All PA Leadership Charter School  applicants and employees will need to provide Pennsylvania Clearances: Act 34, 114, and 151 upon employment, as well as every five years from the date the previous clearance was obtained.    

To Apply:

Please apply at the link provided. Please note that we will only contact you in the event that we wish to schedule an interview. Review of applications will continue until the position is filled.

PA Leadership Charter School is an Equal Opportunity Employer.

Salary : $25