Job Description: Alumni WhatsApp Support Coordinator

Position Type: Temporary, Part-Time
Work Schedule: Onsite, 5 days per week
Maximum Hours: 30 hours per week
Location: Esperanza Cyber Charter School
Reports To: Michael Hopkins (Operations Coordinator)

Position Summary

We are seeking a responsible, organized, and service-oriented alumnus/alumna to serve as our WhatsApp Support Coordinator. The individual will manage the organization's WhatsApp account and serve as a primary point of contact for parents seeking information, assistance, and answers to questions.

The ideal candidate will have excellent communication skills, a professional and friendly approach, and the ability to respond to inquiries in a timely and helpful manner. As a representative of the organization, the individual will help ensure that parents receive accurate information and a positive support experience.

Key Responsibilities

• Monitor and manage the organization's WhatsApp account during assigned working hours.
• Respond promptly and professionally to parents' questions, concerns, and requests for information.
• Provide accurate information regarding programs, services, schedules, procedures, and other frequently asked questions.
• Refer questions or concerns that require additional assistance to the appropriate staff members or departments.
• Follow up on outstanding inquiries to ensure parents receive the necessary support.
• Maintain organized records of parent inquiries, responses, and issues requiring follow-up.
• Communicate recurring questions or concerns to the supervisor to help improve parent engagement and service delivery.
• Maintain confidentiality and handle parents' information with professionalism and discretion.
• Follow organizational guidelines for communication, escalation, and use of the WhatsApp account.
• Perform other related duties as assigned.

Qualifications and Requirements

• Must be an alumnus/alumna of the organization.
• Strong written and verbal communication skills.
• Excellent interpersonal and customer service skills.
• Ability to communicate clearly, respectfully, and professionally with parents.
• Strong organizational skills and attention to detail.
• Ability to work independently, exercise sound judgment, and manage multiple inquiries.
• Basic computer and smartphone skills, including proficiency with WhatsApp.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Dependable, punctual, and committed to providing quality service.

Work Schedule and Employment Terms

• This is a temporary, part-time position.
• The selected candidate must work onsite five (5) days per week.
• Working hours will not exceed thirty (30) hours per week.
• Daily working hours and the duration of the temporary assignment will be determined by management.
• The position requires consistent availability during assigned hours to monitor and respond to parent inquiries.

Performance Expectations

The successful candidate will be expected to demonstrate professionalism, responsiveness, accuracy, reliability, confidentiality, and a commitment to positive parent engagement.