Client Services Associate

Primary Purpose

Work with the regional director, regional managers and director to achieve the Bright Horizons’ goals of parent/guardian satisfaction, quality programming and financial success. Responsible for managing and developing center demand and parent/guardian relationships through outstanding customer service. Will manage the registration and reservation processes and families information. He/she must maintain confidentiality regarding center/network business and interact professionally with visitors, clients, staff, parents/guardians and colleagues.

Part time position – Monday through Friday 8am-12pm.

Responsibilities are organized by functional area.

• Greet all visitors to the center with a friendly, courteous and professional demeanor
• Answer the telephone in a professional manner responding to inquiries and providing information
• Be attentive, flexible and supportive of children and their families during transitions to and from classrooms
• Respond to parent/guardian comments, concerns and complaints with sensitivity, interest and respect
• Maintain confidentiality concerning other staff members, children and families or BH management and operations
• Respond to all inquiries in a timely fashion via the telephone or through e-mail
• Establish and maintain a relationship of cooperation and respect with coworkers
• Communicate directly, work to resolve conflicts quickly and avoid gossip
• Maintain an organized, orderly environment that welcomes families into the center
• Alert center team to first time use at the center; escort family to the proper classroom and introduce them to staff
• Assist in providing tours of the center to interested parents/guardians and potential clients
• Support organizational mission, philosophies, values, goals and policies to parents/guardians, coworkers and community
• Ensure continuity of service by reporting to work on time and maintaining consistent attendance

• Become proficient at use of PCS software
• Participate in center goal-setting for use, registration levels and outreach activities
• Generate and analyze center use and registration reports to understand use by client towards membership, client registration levels and reasons behind use, turn away, and cancellations
• Partner with client relations and services teams in understanding priority clients for the center, meeting client and parent needs and conducting necessary outreach
• Lead development and implementation of parent outreach initiatives to increase utilization, registrations, and memberships in the center to meet center goals
• Responsible for registration process to ensure that interested parents become fully registered and able to use the center; and maximize registration levels by client
• Responsible for center’s reservation system to balance multiple clients and parent requests; manage demand to promote utilization levels according to client priorities

• Provide our customers with high quality, proactive service, while being able to handle challenging situations in a professional manner; and project a professional and positive image in all interactions
• Welcome all visitors and families (parents/guardians, children, clients, tours, etc.) to the center in person or by phone
• Assist with their transition to the program and provide needed forms and information
• Train other staff members to be able to manage front desk and the PCS database
• Support the center teams and all corporate staff in the spirit of the Bright Horizons mission
• Participate in center activities and staff meetings as part of center team
• Assist in outreach by providing presentation and/or visibility tables at client sites
• Responsible for managing parent/guardian co-payments and maintaining accurate account information (may be responsible for depositing payments in center bank account—at discretion of director)

• Responsible for ensuring that children’s files meet licensing and Bright Horizons requirements for information, and for maintaining paper and computer registration files
• Lead outreach to…