Job Description

CLASSIFICATION

Salaried 1.0 FTE; weekends, some evenings

LOCATIONS

West Portland Office (1235 SW 16th Ave) Central Portland Office (975 SE Sandy Blvd)

WORKING HOURS

To be determined; combination of opening, closing, and weekend shifts between 8am and 8pm

SUPERVISION & COLLABORATION

• Reports to Operations and Student Services Manager

• Collaborates with Tutors for client services tasks

• Collaborates with Engagement Manager to attract new clients

DAY-TO-DAY RESPONSIBILITIES

Client Services (approximately 55% of role)

• Communicate succinctly and effectively by phone, email, and in person with current and prospective clients.

• Demonstrate a thorough knowledge of our services, Tutor qualifications, tutoring methods/approach, tutoring plan options, payment options, and policies.

• Speak empathetically and confidently about cancellation policies and client misunderstandings. Escalate client concerns to Operations Manager for policy questions and to Engagement Manager for student performance questions.

• Work with Student Services Team to onboard new students, schedule sessions using online calendar management software, and help Tutors prepare teaching materials when requested.

• Maintain accurate payment records and tasks, and collect cash or check payments when necessary.

• Provide support for planning/staffing events when needed, including managing changing/seasonal calendars for tutors and company.

• Provide support to Academic Development Manager for curriculum development/copy-editing/formatting/copying materials.

• Maintain data across multiple platforms in a way that is innovative, efficient, and minimizes errors. Update data regarding student profiles, student progress, tutor schedules, and event participation.

Administrative (approximately 15% of role)

• Manage inventory for physical and online resources.

• Contribute to the development of administrative procedures and performance measures.

• Facilitate on-site and off-site meetings for Director and Academic Development Manager.

• Maintain up-to-date processes for normal office organization.

• Perform shared office maintenance tasks such as cleaning and ordering supplies.

Engagement Support (approximately 15% of role)

• Prepare all social media images/captions and make all event pages. Be the point person for events management (school-based tests, webinars, internal presentations)

• Process registrations and troubleshoot webinar issues.

• Pursue client acquisition goals and report on sales metrics.

• Reward referrals by maintaining a thank-you system with clients and industry partners.

Practice Test Administration (approximately 15% of role)

• Maintain practice test registrations through scheduling, billing, and monitoring student package balances.

• Prepare and set up testing materials in digital and physical formats.

• Score tests with high degree of accuracy and prepare test analysis reports for distribution to clients and Tutors.

• Maintain and report on test results data.

JOB-SPECIFIC EXPERIENCE, EDUCATION, & SKILLS REQUIRED

• This role requires strong computer skills and the ability to learn new programs with moderate training.

• Comfort using Microsoft Office and Google Drive programs at an intermediate level to produce polished documents and spreadsheets.

• Comfort using and learning to use online task and data management software

• Nuanced interpersonal skills to effectively understand conversational tone and respond with appropriate actions.

• Ability to work in a fast-paced environment that is often noisy and active in the afternoon and weekend hours.

• Ability to maintain focus on a single project for several hours at a time and also maintain progress on days when there are frequent interruptions.

• Ability to manage multiple projects/tasks simultaneously while using good judgement to determine and adjust priorities.

• Clear verbal and written communication with excellent grammar and spelling.

• Comfort with working alongside all levels of staff and confidence when interacting with parents and youth aged 9-18.

• Sensitive handling of confidential materials and conversations.

• Bachelor’s degree (or on track to complete)

TRAINING & PROFESSIONAL DEVELOPMENT

Training and professional development will be provided on an as-needed basis. Required training will be fully funded by North Avenue and compensated at the usual hourly rate.

Company Description

Founded in 2013, North Avenue is a Portland-based tutoring company specializing in individuated test preparation and academic tutoring. We believe every student can be prepared for a vibrant future. A holistic approach to pedagogy guides our team of accomplished tutors and intuitive support staff to ensure an exceptional experience for every student. Our rigorous programs and proven methods empower students to take charge of their learning, cultivating curiosity and a yearning for knowledge that will last a lifetime.