Virtual Enrolment & Customer Success Specialist

NRG Studios Allstars Virtual Enrolment & Customer Success Specialist About NRG Studios At NRG Studios Allstars, we believe every child deserves a place where they feel they belong. For over 20 years we've been helping children across the Illawarra build confidence, resilience and friendships through dance and cheerleading. We're known for combining exceptional coaching with genuine kindness, creating an environment where children are encouraged to become the very best version of themselves. We're looking for someone who loves helping people and genuinely enjoys talking with families. You'll often be the very first person a new family talks to, so you'll play an incredibly important role in helping them feel excited and welcomed into our community. This isn't just another VA position. We're looking for someone who wants to become a long-term member of our team. About the Role Your mission is simple: Make sure every family feels cared for from their very first enquiry until they become a happy member of NRG. You'll manage our entire enquiries pipeline, ensuring every lead is responded to quickly, every follow-up happens on time, and every family receives an outstanding experience. Our goal is that no enquiry is ever forgotten. Key Responsibilities Lead Management • Respond to all new enquiries within 5 minutes during rostered hours. • Reply via SMS, and email through our CRM software - Enrollio. • Book trial classes. • Answer questions about classes, pricing and timetables. • Guide families through the enrolment process. • Follow our proven sales scripts while still sounding warm and natural. Follow Up • Own the follow-up process from first enquiry to enrolment. • Send trial reminders. • Follow up after trial classes. • Re-engage families who have stopped responding. • Contact families who have stopped attending. • Ensure every lead receives multiple follow-ups before being marked inactive. CRM Management • Maintain accurate records inside Enrollio. • Update notes after every interaction and communicate with staff about trials. • Move leads through the pipeline. • Keep customer records organised. • Generate weekly reports on enquiries and conversions. • Experience with Enrollio, Go High Level or similar CRM software is highly desirable. Customer Service • Answer parent questions. • Resolve simple customer enquiries. • Escalate complex issues to management. • Maintain a warm, professional and positive tone. Administrative Support • Support studio administration as required. We're Looking For Someone Who... • Has exceptional written English. • Excellent spoken English is a bonus. • Loves helping people. • Enjoys sales without being 'salesy'. • Can build genuine relationships through messages. • Is highly organised with excellent attention to detail. • Can manage multiple conversations at once. • Is proactive and follows systems. • Wants a long-term position. Essential Skills • Outstanding written English • Excellent customer service • Fast typing • Strong organisational skills • Reliable internet connection • Ability to work independently • Excellent time management Highly Desirable Experience • Go High Level • Enrollio • Canva • Google Workspace • Slack • Monday.com • Meta Business Suite Hours Approximately 20–25 hours per week, Monday to Friday. Applicants should be available during Australian business hours (AEST/AEDT). Some flexibility is available for the right candidate. Key Performance Indicators • Response time to new enquiries • Trial bookings • Enrolment conversion rate • Customer satisfaction • Accuracy of CRM records • Follow-up completion • Lead pipeline health Why You'll Love Working With Us • Long-term position • Friendly and supportive team • Ongoing training • Opportunity to grow with the business • Make a genuine difference in children's lives How to Apply • Send your resume. • Include a short introduction about yourself. • Tell us your expected hourly rate. • Share examples of previous customer service or sales experience. • Highlight any experience using Go High Level, Enrollio or similar CRM software. • Include the word 'shine' somewhere in your application.