Customer Relations Specialist

Customer Relations Specialist
Cultural Care Au Pair

Location:

Remote

The Customer Relations team is a vital department within our cultural exchange program, providing our host families and au pairs with exceptional customer support and guidance during some of their most challenging times. With a heavy emphasis on program experience, conflict resolution and mediation, the department supports program participants when they decide to end their current hosting or au pair term and effectively coaches both parties to ensure future success on the program when possible.

This role is a natural relationship builder and great problem solver. Working mostly through phone, text, and email communication, you support our host families and au pairs who are experiencing conflict with one another; actively listening, empathizing, building trust, problem solving and coaching them through resolution. You will work in collaboration with your director, the department customer service coach and our experienced team of Local Representatives to ensure our host families and au pairs are provided with exceptional customer support and care.

Responsibilities:

• Meeting service level agreements, including response times, incident documentation, and escalating cases appropriately.
• Manage a workload of up to twelve rematch cases end to end per week, ensuring each case is addressed promptly and effectively through match or refund.
• Address 20
  -30 program support cases weekly, providing timely assistance and solutions to program participants.
• Managing complex situations with confidence, ensuring consistency and adherence to program guidelines and best practices while acting as a resource for customers as well as colleagues.
• Handle 10-20 au pair and host family proactive support cases weekly, demonstrating a proactive approach to addressing potential issues before they escalade.
• Complete chat/phone shifts weekly to ensure a timely response to our customers and meet their needs, fostering proactive engagement and support.
• Maintain communication with customers you have previously supported, providing reassurance and guidance to participants throughout their program year.
• Collaborate with the regional director department to align strategies and initiatives, ensuring seamless operations and customer satisfaction.

You are:

• Strong communicator: effectively communicate with customers and colleagues. This includes but is not limited to: mediation and conflict resolution between a host family and au pair, coaching and guiding our program participants towards future success, and empathetically communicating difficult messaging/next steps to customers.
• Strategic: able to organize daily responsibilities to be efficient and deliberate in accomplishing goals, managing time and competing priorities with ease.
• Resilient: a natural ability to have a challenging conversation, navigate it with empathy, and move on to the next priority with the same energy.
• Problem solver: able to actively listen and assess many opinions and experiences objectively to create the best solution, involving appropriate parties at each step.
• High sense of responsibility: motivated to have full ownership over assigned case load, seeing a situation through to resolution while thoroughly documenting all customer correspondence.
• Flexible: can pivot and adapt quickly to new processes to meet company and customer needs, and apply learnings from one situation to the next.
• Collaborative: works effectively with internal departments to create one cohesive, exceptional customer experience.

Requirements:

• 2-3 years of experience in a customer service role.
• Proven ability to efficiently manage high volumes of calls, emails, and daily responsibilities.
• Demonstrated ability to effectively manage…