We empower students to become the most successful version of themselves with personalized college & career guidance.
Community Manager, Mandarin Speaking
Location
United States
Posted
10 days ago
Salary
$65K - $80K / year
Seniority
Mid Level
Job Description
Community Manager, Mandarin Speaking
Empowerly
• Assist families and students during their Empowerly journey to put their best foot forward in the college admissions process • Help families get started with counseling journey upon registration (onboarding call, ensuring good fit with counselor, sessions scheduled, questions answered, etc) • Respond and resolve all incoming customer communications within internal SLAs. Work cross-functionally with other internal groups to ensure customers have the best possible outcomes • Provide phone and email support using CRM tools • Support Head of Counselors in ensuring optimal performance of College Admissions Counselors • Serve as the resource for the community when questions arise from counselors and families and provide consistent, accurate information across different platforms (Slack, email, phone, video, team meetings, webinars, etc) • Create and improve processes to ensure quality counseling, regular meetings between students and counselors, clear instructions for new families and counselors, realistic expectations • Monitor satisfaction through routine surveys • Work with a team to manage Empowerly’s operations processes and contractor teams • Partner with teams in cross-functional, integrated setting • Help the Operations Team to scale by improving processes and solving complex problems • Represent Empowerly’s brand to current and prospective customers • Perform other duties as assigned • Business Travel as Needed for Team Building, Conferences, etc. • Work some evening and weekend hours (schedule may vary by week, “flex” schedule)
Job Requirements
- Fluent in both Mandarin and English
- Possess an undergraduate and/or graduate degree from a Top 100 undergraduate institution
- Have 1-2 years of experience in student support, customer service, or other customer experience role; bonus if within a college counseling firm
- Familiar with college preparation, application, and admission processes
- Able to establish and maintain effective working relationships with others
- Possess high standards of conduct and attitude, demonstrating empathy and patience when handling customer service issues
- Be a clear communicator with exceptional follow-up skills for closing communication loops
- Able to motivate others and convey information effectively and accurately
- Able to come up with unique or innovative ideas, and creative ways to solve problems
- Able to work in a fast-paced environment, and take on competing priorities and developing work streams
- Possess knowledge of customer experience satisfaction
- Able to work some weekend hours (schedule may vary by week, “flex” schedule)
- Savvy with Google Workspaces and other modern technologies
- Be a highly adaptive, self-motivated professional
- Be detailed-oriented
- Able to adapt evenings and weekends into work schedule
Benefits
- Health insurance
- 401(k)
- Flexible work arrangements
- Professional development
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