Customer Care Specialist

$39,520 - $39,520/Yr

Bright Horizons - Westminster, CO

Full-time - Entry Level

Hybrid - Westminster, CO

1,001-5,000 employees

Social Assistance

About the position

The Customer Care Specialist plays a crucial role in providing exceptional customer service support to parents utilizing Bright Horizons' services. This hybrid position involves managing customer inquiries through calls and a support desk ticketing system, ensuring accurate information is conveyed, and assisting parents with their specific needs related to the company's services and applications.

Responsibilities

• Handle incoming calls and tickets in a timely and efficient manner for full services applications.
• Educate parents on Bright Horizons' services, programs, policies, and procedures.
• Assist parents with specific needs, such as client-specific processes and documentation.
• Access knowledge bases and other references to ensure accurate information is provided.
• Maintain proficiency in the full service business and be aware of enhancements and new functionality.
• Troubleshoot, research, and find resolutions for parents' immediate needs via phone, ticket submission, or email.
• Provide follow-up communication and update expectations with parents as per agreed timeframes.
• Answer incoming calls and respond to tickets in accordance with 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 and perform troubleshooting steps.
• 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 required.
• Proficient in basic Microsoft applications, particularly 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.

Nice-to-haves

• Experience in a help-desk environment.
• Knowledge of customer service best practices.
• Familiarity with childcare services or education sector.

Benefits

• 401(k)
• Childcare discounts
• Health insurance
• Paid time off
• Tuition reimbursement