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Bilingual Enrollment Specialist (Contract)



United States · Remote
Posted on Saturday, January 7, 2023
The Organization
EducationSuperHighway (ESH) works to bridge the digital divide by bringing free internet access to households in America's most unconnected communities. We believe that broadband is one of the most transformative technologies of our generation and can provide all Americans with equal access to education, healthcare, and economic opportunities. But every household needs high-speed broadband to make that opportunity a reality.
ESH was founded with the mission of upgrading the Internet access in every public school classroom in America. The pandemic has made it clear that home Internet is essential not only for education. We now have a historic opportunity to connect the 18 million homes that cannot afford high-speed broadband. ESH is an essential catalyst in that effort, building public-private partnerships to identify and connect the unconnected. We are a highly collaborative, entrepreneurial team. We are driven to accomplish our mission with urgency.
Equity is more than a commitment at ESH, it is the foundation of our mission. We are fully dedicated to having a staff who come from communities that are most impacted by the digital divide. We especially encourage people of color, LGBQ people, transgender and gender non-conforming people, and people with disabilities to apply. As an ESH team member you must understand the unique responsibilities and accountabilities of a diversity, equity, and inclusion focused organization.
The Role
As an Enrollment Specialist, you will play a key role in driving one of our organization’s top priorities. Through our partnerships with Community Based Organizations and other local leaders, we are driving awareness of the Affordable Connectivity Program (ACP). Community members who want to participate in this benefit program reach out to ESH for enrollment support, as the process is lengthy and difficult for many people. You will be the point of contact for those who want more information or need assistance signing up for the ACP, and ultimately facilitating their enrollment in the program. You are comfortable communicating via phone call, text message, and email. You will use empathy, patience, and digital literacy skills to provide comprehensive support including walking applicants through the process step-by-step and helping them apply their ACP benefit to an Internet Service Provider. You will troubleshoot any issues that arise, which may include calling the USAC hotline or Internet Service Providers.

Key Responsibilities:

  • Communicate with eligible community members recipients via telephone, text, chat, and email
  • Assist eligible community members through web navigation, answering questions, and processes
  • Identify issues with the processes and report them to the Broadband Adoption team
  • Update records of the possible ACP recipients
  • Follow up as necessary with each person until the process is complete
  • Assist eligible community members with speaking with their ISPs to get credit applied to their bill
  • Identify local ISPs for ACP applicants as needed
  • Troubleshoot issues that arise in enrollment, including calling the federal benefit hotline or Internet Service Providers

About You:

  • Experience working with people over the phone
  • Comfortable and familiar with technology and digital devices, including the ability to guide people through processes such as clearing caches and uploading files
  • Ability to multi-task through various web-based systems, including outreach platform and CRM
  • Takes initiative to solve problems and use resources to provide assistance and work towards a one-contact resolution
  • Ability to work independently
  • Strong written and verbal communication skills
  • Have a flexible schedule that may include weekends
  • Fluent in Spanish
  • Have a passion for our mission to close the digital divide
Job Location: Remote (Must provide own equipment)
Employment Type: Contract
Pay: $22/hour
Reports to: Call Center Manager
The salary for this position depends on your prior work experience. You will have an opportunity to discuss salary in more detail after you begin the application process. We believe in compensating staff members fairly in relation to each other, their qualifications, and their impact on behalf of the organization and take internal equity seriously. Staff who are meeting expectations generally receive an annual merit increase. ESH conducts regular benchmarking; based on this external data, some salaries may also receive market adjustments to keep pace with relevant competition in similar roles.
ESH offers generous benefits, including comprehensive health, dental, and vision insurance, a flexible time away policy, remote work benefits, parental leave, and pre-tax deductions enabled for a variety of needs, including a 403(b) plan for retirement savings, health and dependent care, and commuting costs.
We believe in the creativity, connection, and collaboration that happens when people work together face-to-face and we believe in giving people flexibility to focus and balance personal priorities. Although we work remotely, ESH sponsors travel to gather together 3-4 times a year in a US-based city.
To apply, please submit a resume detailing your experience.
EducationSuperHighway is an Equal Opportunity Employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic. Studies have shown that women and people of color are less likely to apply for jobs unless they believe they check all the boxes listed in a job description. We are most interested in finding the best candidate for the job, and that candidate may come from a less traditional background. We encourage you to apply, even if you don't believe you meet every one of our qualifications described.