Bridgeway Advisors

You will be learning many things over the next few weeks. I encourage you to let your training supervisor know if it becomes a little overwhelming.

We are happy to slow things down at anytime.

Welcome to the Advisor Department of Bridgeway

Academy!

The advisor position has a lot of tasks involved and we use a lot of tools to accomplish those tasks.

To prevent information overload, you may find it helpful to keep the Big Picture in mind.

The Big Picture

First and foremost, this is what this position is all about.

Great Customer Service includes: Timely response to all emails and phone calls Going the extra mile to meet the needs of our

customers Accurate answers and record keeping

Customer Service

To provide excellent customer service we use tools to help us communicate with our families. Customer Management System (Kazeli)

Email – both individual and group Student Demographic Information Note-taking and documenting interactions Follow-up campaigns for automating contact Record of sales transactions

Customer Management System

In order to provide excellent service to our families, we must accurately evaluate their students upon entry to Bridgeway Academy. Tools we use for this process include: Performance Series Placement Testing Course Preference and Learning Style Surveys Notes from Sales Reps in Kazeli One-on-One conversations

Placement Testing

Advisors are expected to be experts on the curriculum we offer families. An advisor is responsible for counseling families on curriculum selection and ordering the curriculum for the family from our Warehouse (Curriculum Express)

Additionally, advisors will setup students in online curriculum .

Curriculum

Advisors are responsible for generating report cards and transcripts for their students. We currently use a Student Management System for transcripts. This system is called School Dynamics.

In addition, online advisors use the online grade book, www.engrade.com.

Coming soon, all advisors will find student’s test scores on our online testing site, www.bridgewaytests.com

Accurate Records

We have developed several documents to aid advisors in tracking their students through the enrollment process and keeping track of advisor payment and invoicing. Student Trail (google doc) Payment Trail (google doc) Weekly KPI Form – to help you keep track of all

the task you should complete each week Dropbox – we use this to save and share

student records

Work Flow Management

An important part of being a Bridgeway Advisor is communicating with co-workers and management. We use several tools to accomplish this: Skype Go-to-Meeting for online meetings Google Docs for tracking procedures

and information Dropbox for sharing documents

Inter-Office Communication

To help us keep track of it all, we have created an advisor toolbar. Once installed you will have quick access to all the useful tools you need to serve your families well!

Advisor Tool Bar

Answer all phone calls and emails Create and send weekly advisor

email Submit Weekly KPI report Attend weekly advisor and all staff

meetings Process new students Grade any submitted student

writing projects (online advisors) Evaluate weekly progress (online

advisors)

In a Nutshell – Weekly Tasks

Place Students Order Curriculum Enroll students in appropriate follow-up

campaigns Review submitted work and generate report

cards and transcripts Check-in once a quarter via phone Contact family regarding re-enrollment

In a Nutshell – Yearly Tasks