Customer Service Specialist-Enrollment - Remote Opportunity

KinderCare Learning Companies is hiring a Customer Service Specialist to support families using its early education and child care programs. The role handles family questions and concerns through phone, email, chat, and social media, works with internal teams to resolve issues, and helps improve the family experience.

Responsibilities:

• Provide Best-in-Class customer service to our families; connect with each family, understand the family’s core concern, provide empathy, and resolve their issue(s)
• Build strong relationships with business partners across the organization
• Build sustainable relationships of trust through open and interactive communication
• Go the extra mile to engage our families and personalize conversations verbally and in writing
• Handle family concerns, provide appropriate solutions and alternatives and follow up to ensure resolution. Use critical thinking and de-escalation techniques to navigate through challenging and emotional parent interactions
• Follow professional communication procedures, guidelines, and policies
• Provide service through chat, email, social media, and telephone to parents of children using our programs and services
• Attempt to resolve family’s concerns during the first interaction
• Thoroughly log and document all calls, emails, and chats in our internal ticketing system
• Follow concerns through to resolution; partner with field and corporate teams as needed to resolve concerns
• Ask questions to interpret, analyze and anticipate the caller’s situation, concern, and determine next steps to resolve their issue
• Share feedback with leadership on what you hear from families, and ask questions of your leaders to better understand service and experience expectations
• Share innovative thoughts, ideas, and solutions to improve current procedures and improve our family experience
• Ability to adapt to change in an ever-evolving organization striving to meet families needs
• Work as part of a team by collaborating with colleagues and allowing for an open dialogue to best resolve a parent’s question or concern
• Meet or exceed team and department metrics, productivity, quality, and experience goals, and ability to maintain these consistently
• Meet attendance requirements for this role. This team is a business-critical team that must meet the demands of busy phone, email, and chat volumes

Requirements:

• Great customer service skills and the desire to help others
• Must be self-motivated and a self-starter
• The ability to use logic and reasoning to reach conclusions and approaches to problems
• The ability to use judgment and decision-making skills to evaluate situations, establish priorities, and resolve matters
• The ability to work under stressful and sometimes emotional situations
• The ability to actively listen and communicate effectively through clear speech and hearing
• Outstanding written and verbal communication skills via email and chat
• Ability to establish and maintain cooperative working relationships with co-workers and the public
• Intermediate PC / MS Office skills, ability to work with multiple applications and windows simultaneously on computer
• Excellent organizational and time management skills
• Ability to work in a fast paced, deadline-oriented environment and multi-task to meet time constraints
• Strong team player
• Capable of adjusting priorities quickly
• 2-3 years of customer service support provided via phone and email
• High School graduate or equivalent
• Previous remote call center work experience a plus
• 2 years degree
• Basic data entry and billing experience