Customer Service Specialist - Remote

Customer Service Representative

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

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