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January 15, 2021

Call Center Mentor


Reports To: 
Admissions Team Lead

Primary Objective: This position is responsible for Admissions operations, creating memorable experiences for prospective students- through speed to lead and conversion of scheduled tour: tour shown at an exemplary rate, as well as creating, training and maintaining processes to support growth. Support enrollment conversions and goals, benchmark achievement, while ensuring an excellent enrollment experience, service wheel delivery and student experience. Exemplify high levels of service at all times.


  • Grow Aveda Institute as a profitable business through coaching and support of enrollment experience, while maintaining the philosophical standards as established by AVEDA Corporation
  • Ensure budgets are maintained, profit goals are met, and the buildings and equipment are maintained
  • Review experience on a regular basis. Design strategies to improve Admissions for review with Campus Director
  • Cultivate an environment where employees respect and adhere to company core values of quality, integrity, and ownership thinking by integrating these values into all programs and practices, developing consequences for violations or non- compliance, and supporting an Open Door Policy
  • Identify and recruit top talent
  • Track benchmarks daily, weekly, monthly quarterly and yearly
  • Recap and analyze business with Admissions Team Lead weekly
  • Instill AVEDA mission, vision and beliefs
  • Represent love of the Aveda and Inspire Greatness brands
  • Use Inspired Coaching techniques
  • Resolve conflict in an effective, confidential and professional manner
  • Training mentor for Admissions Advisors across locations o Design tools, develop team, observe and coach to results
  • Sales Force expert o Develop training for Admissions Team to include inout, tracking, reporting o Ongoing troubleshooting within Salesforce platform o Support Team’s knowledge, use and reporting within Salesforce platform
  • Contact leads in their preferred medium o Phone, text, social
  • Represent Sales Force expertise o Organization, scheduling, maintenance, accuracy and streamlined
  • Work with Team Lead to develop outbound efforts, as well as exemplary lead contact
  • Maintain system for qualifying leads o Red-not qualified o Orange-will be qualified (keep in touch based on established eligibility: admissions requirement, moving, etc) o Yellow- uncertainty/unreliability (schedule group tour with like program) at pre determined times o Green- highly qualified, priority scheduling
  • Represent program expertise
  • Support 100% Guest Satisfaction
  • Oversee lead flow and scheduling o Telephone checklist, qualifying and discovery questions o Continual contact and communication with leads until tour converted o Support conversion from tour shown: start as best supports campus operations
  • Maintenance and reconnection with leads in Sales Force o Text, call, email campaigns
  • Maintain weekly contact with leads and upcoming starts
  • Celebrate enrollment with Say Hey
  • Maintain inspiration and contact during Student’s program
  • May perform other tasks as required or assigned

Supervisory Responsibilities

Direction Given
Future Students

Direction Received
Admissions Team Lead

Institute Team Leads, Financial Aid Advisors

Minimum Requirements

  • Experience with scheduling and project management
  • Ability to create and maintain conversion rate achievement
  • Ability to create a memorable experience
  • Energy driver
  • Manage Future Students and goals with equal attention
  • Exceptional organizational skills, strong attention to detail
  • Sales Force expertise
  • Desire to network
  • Presentation skills
  • Strong Aveda Mission alignment
  • Passion for the beauty industry

To apply for this job email your details to kcosca@igaveda.com

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