Customer Care Specialist

$39,520 - $39,520/Yr

Bright Horizons - Westminster, CA

Full-time

Hybrid - Westminster, CA

Social Assistance

About the position

The Care Support Specialist at Bright Horizons is responsible for providing exceptional customer service to parents utilizing the company's services. This role involves managing customer inquiries through calls and a support desk ticketing system, ensuring accurate information is conveyed, and assisting parents with their needs related to the services offered. The specialist will also document system issues for escalation to technical teams and participate in user acceptance testing for enhancements to parent-facing applications.

Responsibilities

• Handle incoming calls and tickets for full services applications including login support, billing, and mobile application guidance.
• Educate parents on Bright Horizons' services, programs, policies, and procedures.
• Access knowledge bases and other references to ensure accurate information is conveyed.
• Assist parents via phone, ticket submission, or email by troubleshooting and finding resolutions.
• Provide follow-up communication and update expectations with parents.
• Answer incoming calls and respond to tickets in a timely manner as per service level standards.
• Participate in user acceptance testing for enhancements to existing systems or new functionality.
• Gain expert knowledge of system tools to assist end users with access verification and troubleshooting.
• Assist parents with escalations when appropriate.
• Maintain a high level of customer satisfaction.
• Work autonomously while deferring to management for complex situations.

Requirements

• High School Diploma or equivalent required; Associate Degree preferred.
• Minimum 1 year of customer service, help-desk, or call center experience.
• Excellent written and verbal communication skills.
• Exceptional organizational and time management skills.
• Typing proficiency of 35 wpm and above average data entry skills.
• Proficient in basic Microsoft applications, especially Outlook and Word.
• Ability and willingness to learn new software systems.
• Outstanding customer service and soft sales skills.
• Ability to determine the needs of the caller without following a scripted process.
• Exposure to Higher Education is valuable.
• Bilingual skills (Spanish) are a plus.

Benefits

• Health insurance
• 401(k)
• Paid time off (PTO)
• Flexible spending account
• Childcare discounts
• Education assistance