Job Posting Title Steve & Kate's Customer Relationship Specialist (Remote - Seasonal Support)

Step into a role as a Steve & Kate’s Seasonal Customer Relationship Specialist at Bright Horizons, where in this support role, you will provide the customer with an exceptional service experience. Specializes in one business line of Bright Horizons, supporting either our full service child care, Back-Up Care Advantage, College Coach, or EdAssist divisions.

Benefits:

Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical, dental, and vision insurance

• 401(k) retirement plan

• Life insurance

• Long-term and short-term disability insurance

• Tuition Reimbursement

Responsibilities:

Depending on the line of business, the position may perform some or all of the below functions:

• Handle incoming calls for one or more lines of business that may include taking reservations, scheduling appointments, or researching the status on customer’s education needs.

• Perform outgoing calls for one or more lines of business that may include confirming reservations, scheduling appointments, or sharing the research results with customers.

• Educate customers on Bright Horizons’ services programs, policies, and procedures, and help them to understand any client specific processes, documentation, and timelines.

• Respond to customer inquiries assessing their childcare needs and promoting Bright Horizons’ offers. 

• Complete reservation process, place outgoing calls to customers and providers, check service availability, and open/resolve cases as needed.

• Establish and maintain relationship with internal and external network providers.

• Assist customers on the phone, chat, and/or through e-mail communication by troubleshooting, researching, and resolving their immediate needs.

• Provide follow-up communication and/or update expectations with customers, in accordance with agreed upon timeframes.

• Manage assigned daily work queue by making outbound calls, chats, and/or emails in a timely manner as identified by service level standards.

• Meet and/or exceed defined performance standards.

• Assist escalated customers when appropriate.

• Sustain the highest level of customer experience and professionalism through all interactions.

Qualifications:

• High school diploma or equivalent, Associates degree preferred.

• Minimum 1 year customer service, help-desk, and/or comprehensive call center knowledge.

• Outstanding customer service and soft sales skills. 

• Excellent written and verbal communication skills with ability to document content of phone conversations accurately.

• Exceptional organizational and time management skills, in addition to, the ability to work closely with other team members and departments.

• Typing proficiencies of 35 wpm/and above average data entry skills required.

• Proficient in basic Microsoft Office applications (must know Outlook and Word at a minimum).

• Ability and willingness to learn and gain proficiency in new software systems.

• Ability to determine needs of the caller and obtain necessary information without following a scripted process.

• Exposure to Higher Education valuable.

• Bilingual skills (Spanish) preferred.

Bring your leadership skills and passion for early childhood education to Bright Horizons, where you’ll foster an enriching environment for children, families, and staff. Discover how far your career can take you in an inclusive workplace where you can be you. Apply today to explore the possibilities!

Salary/Hourly Rate and Other Compensation Disclosures:

The annual starting salary for this position is between $18.00 – 20.50 per hour. The pay range listed here is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers within this range will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors