When they say you "wear many hats," that is an understatement. You are essentially every department in this position: billing, admissions, incoming/new lead calls, outgoing new lead calls, crisis management, etc..
You're on the phones almost all day and expected to tell the entire team when you need to use the restroom, when you clock in, when you are leaving for an appointment, when you go to lunch, when you are back from lunch, and any other time you may need to step away from your computer.
The micromanagement is out of this world, and the expectations are impossible to meet with the amount of work expected from you. You think you are going to be making a difference in the students' lives, but you have no time to make those personal connections, and things fall through the cracks ALL THE TIME.
This specific team does not work with marketing or legal often. If something needs to be changed on a LEGAL document, they do it themselves; there are mistakes made because of this constantly, which leads to very upset parents.
Speaking of upset parents...do not expect management to take any escalated calls, even if it is something you literally have zero idea how to handle. For example, I personally had a family threatening to sue us, and I was still expected to tell them that our management was unavailable. I had a previous teammate who had a child mention harming himself, and iatthe moment, management told her to handle it. WE ARE NOT TRAINED IN CRISIS MANAGEMENT OR ARE WE MENTAL HEALTH COUNSELORS. This was pushed off as "not our problem" until the entire team brought our concerns to our supervisor.
Management uses titles that are not true to make the parents feel better, especially when they are in frustrated states. For example, they will use (and ask the team to use) the terms "principal" and "assistant principal" when management is, in fact, NOT that nor are they qualified to have those titles.
These are children's livelihoods and school careers and high school diplomas on the line here, and many times we were told "This can wait until tomorrow." There is no way this place is working legally, and parents are constantly saying the same thing. Some students have been turned down for colleges, because the team in unable to get official transcripts and diplomas to them before school start dates or application deadlines.
As far as the environment goes, one word: toxic. Responses to your questions are condescending more than half of the time or not answered in a timely manner, meaning you are unable to help families in real-time. We were told once by the "principal" that we should know answers to "common knowledge" questions rather than asking those questions.
Additionally, things change here all the time with no notice, and the "principal" is able to change tuition, app fees, senior fees, etc. on a whim. You're expected to relay this info and deal with the repercussions (angry parents) yourself with no explanation.
I'm telling you, this place is not worth it. Your mental health is more important than this job.
