• Accountable for inbound and/or outbound phone-based customer service. • Provides first call and/or email resolution. • De-escalate calls and provides caller education through clear and accurate exchange of information. • Follow-up, resolve and document issues in a timely manner. • Route inquiries needing further investigation to the appropriate department. • Conduct routine research as needed.

• Schedule classes and coordinate related logistics • Manage and organize email communications • Handle client intake and gather new client information • Maintain accurate records within Tutor Cruncher • Communicate with tutors regarding scheduling and operational needs • Update and manage information using Monday.com and Google Drive • Provide exceptional customer service to prospective and existing clients • Ensure timely follow up on inquiries and requests • Support daily administrative operations and maintain organized workflows • Answer incoming phone calls and text messages promptly

• Answer inbound calls and assist members with questions related to AAA memberships • Deliver personalized, proactive solutions and recommend valuable products and services • Engage with members using strong communication and a friendly, problem-solving mindset • Think quickly and critically to resolve issues—this is not a scripted environment • Navigate multiple systems and tools while actively listening and multitasking • Maintain a positive, can-do attitude in a fast-paced and evolving environment • Participate in ongoing coaching and development to continually enhance your performance

• Vetting & Match Coordination • Identify high-quality tutors via system database searches, email blasts, and incoming responses. • Thoroughly vet prospective tutor profiles, backgrounds, and availability against unique student requirements, ensuring strict compliance with geographical restrictions (maintaining an optimal 5–8 mile travel radius). • Conduct proactive tutor outreach via phone and email utilizing established vetting scripts to confirm program alignment and secure formal attestation statements. • Enforce pay rate standardizations and policy compliance, ensuring pay raises or tiered compensation requests route accurately through management approval systems. • Proactively support tutors with onboarding steps and follow up with them to make sure they are good to go before sending them out to families. • Client & Stakeholder Communication • Serve as a bridge of communication between tutors and client families to propose scheduling matches, capture feedback, and verify program starts. • Coordinate with cross-functional partners (e.g., translation specialists for Spanish-speaking accounts) to deliver accessible service introductions. • Draft and deliver precise automated notifications, customized tutor bios, and educational milestones via SMS and email templates. • Database Administration & Pipeline Management • Own end-to-end data accuracy across core platforms including Oases, Close CRM, and internal Master Tracking sheets. • Track and transition student opportunity pipeline steps fluidly through specific cycle statuses (e.g., Open, Pending, Awaiting PC, Closed). • Manually link student and tutor digital accounts, configure exact regional permissions, and ensure active authorized tutoring hours match system records perfectly. • Audit, package, and attach digital Learning Plans (LPs) and Progress Reports (PRs) directly into official family onboarding confirmations. • Schedule Engineering & Compliance Tracking • Oversee the systemic setup of recurring tutoring calendars in Oases within 7 days of match finalization. • Program multi-session timelines (1 to 2 months out) to train tutors on independent navigation while carefully enforcing regional contract guidelines (e.g., minimum session lengths). • Actively monitor tutor check-in compliance; execute the "3-pronged communication approach" to troubleshoot unresponsive profiles or escalate issues to the Support Log. • Reassignments & Transition Support • Execute immediate course-corrections for student- or tutor-requested reassignments (RA), substitute coverage (ST), or extra assistance (AT). • Document formal resignation requests and closely partner with HR and Payroll teams to ensure all unsubmitted sessions are closed out prior to profile deactivation. • Execute the Job Abandonment & Ghosting Protocol if a tutor misses a session without notice; assess successful session counts to accurately delegate responsibilities between Matching Directors and Case Managers.