Customer Experience Specialist

Description

Schedule: Part-time, Monday-Friday
Shift: One consistent 6-hour weekday shift assigned at hire based on program needs
Pay: $18-21/hour, depending on experience
Location: Healthy Kids Programs, 2 Summit Court, Fishkill, NY 12524

• 8:00 AM-2:00 PM
• 9:00 AM-3:00 PM
• 11:00 AM-5:00 PM

• Employer-paid childcare for children enrolled in our program on the days and during the hours you work
• Telehealth, vision, and dental coverage
• 401(k) for eligible employees
• Paid sick time
• On-demand pay
• Professional development and career advancement opportunities

Healthy Kids Programs is seeking a Customer Experience Specialist to support families throughout the registration and enrollment process while helping ensure a smooth, organized, and positive experience.

This role combines customer service, family enrollment, technology, and administrative support. You'll be a primary point of contact for prospective and enrolled families, helping them navigate registration, enrollment, scheduling, required documentation, and childcare assistance programs.

We're looking for someone who enjoys working with people, is highly organized, and takes pride in providing accurate, responsive, and compassionate support. You should be comfortable learning new technology, paying close attention to detail, and working collaboratively to help families successfully complete the enrollment process.

Experience with childcare subsidy programs, CRM systems, enrollment services, or family support is helpful, but you don't need to have experience in all of these areas to be successful in the role.

• Serve as a primary point of contact for prospective and enrolled families through phone and email.
• Guide families through registration, enrollment, scheduling, and required documentation.
• Process registrations accurately, including billing, scheduling, and account setup.
• Follow up with prospective families to help them complete enrollment and stay engaged throughout the process.
• Develop expertise in childcare subsidy and tuition assistance programs across Healthy Kids service areas.
• Help families understand subsidy eligibility, application, recertification, and documentation requirements.
• Support families in completing enrollment steps that coordinate with childcare assistance and subsidy programs.
• Track subsidy-related registration progress and proactively communicate next steps to families.
• Maintain current knowledge of changing subsidy policies, deadlines, and family requirements.
• Track registration activity and generate reports using CRM and registration systems.
• Collaborate with Marketing, Finance, and Operations to support enrollment growth and improve the family experience.

• Experience in customer service, administrative support, registration, enrollment, or another client-facing operations role.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Comfortable learning and using digital systems and technology platforms.
• Effective time management and ability to manage multiple priorities.
• Team-oriented mindset with flexibility and adaptability.
• High school diploma or equivalent.

• Experience with childcare subsidy programs, public benefits navigation, enrollment services, case management, or family support services.
• Experience using CRM or registration systems.
• Ability to explain complex eligibility and documentation requirements in a clear and supportive manner.
• Experience supporting families from diverse backgrounds.
• Bilingual skills strongly preferred.

We're especially interested in candidates who communicate well, learn quickly, are comfortable with technology, care about helping families, and take pride in providing excellent customer service.

In this role, success means:

• Families receive fast, friendly, and accurate enrollment support.
• Families can navigate registration and subsidy processes with greater confidence.
• More families successfully complete the enrollment process.
• Fewer registrations are abandoned or delayed.
• Subsidy-related enrollment steps are tracked and followed up on effectively.
• Communication response times improve.
• Family records and enrollment information remain accurate and up to date.
• Internal teams have clear, consistent information about enrollment activity.
• Families continue to…