Customer Service Specialist I - Fully Remote!

Responsibilities:

• Provide premier customer service to our families; connect with each family, understand the family’s core concern(s), and resolve their issue(s)
• Build strong relationships with business partners across the organization
• Focus and commit to engaging our families and personalize conversations verbally and in writing
• Handle family concerns, provide appropriate solutions and alternatives and follow up to ensure resolution
• Provide service through chat, email, social media, and telephone to parents of children using our programs and services
• Thoroughly log and document all calls, emails, and chats in our internal ticketing system
• Ask questions to interpret, analyze and anticipate the caller’s situation, concern, and decide next steps to resolve their issue
• Share feedback with leadership on what you hear from families
• Share innovative thoughts, ideas, and solutions to improve current procedures and improve our family experience
• 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

Key desired skills and experience:

• Great customer service skills and the desire to help others
• Motivated and proactive
• Previous remote call center work experience a plus
• Logical and reasoning mind-set to reach conclusions and approaches to problems
• Able to use judgment and decision-making skills to evaluate situations, establish priorities, and resolve matters
• Able to keep a calm demeanor under stressful situations
• Outstanding written and verbal communication skills via email and chat
• Ability to establish and maintain cooperative working relationships with co-workers and the public
• Comfortable working with multiple applications and windows simultaneously
• Excellent organizational and time management skills
• Comfortable in a fast paced environment
• Capable of adjusting priorities quickly
• Bilingual: English & Spanish a plus