Futures start here. Where first steps, new friendships, and confident learners are born. At KinderCare Learning Companies, the first and only early childhood education provider recognized with the
Gallup Exceptional Workplace Award, we offer a variety of early education and child care options for families. Whether it's KinderCare Learning Centers, Champions, or Crème de la Crème, we build confidence for kids, families, and the future we share. And we want you to join us in shaping it-in neighborhoods, at work, and in schools nationwide.
At KinderCare Learning Companies, you'll use your skills and expertise to support the work (and fun) that happens in our sites and centers every day. From marketers and strategists to financial analysts and data engineers, and so much more, we're all passionate about crafting a world where children, families, and organizations can thrive.
Being a part of the Family Operations team means being an enthusiastic, thoughtful, highly motivated problem solver that is passionate about creating an innovative customer experience and building strong relationships with families and business partners across all KinderCare Education brands. Our Family Operations Team provides support via live phone queues, live chat, social media, email and other forms like text. The Family Operations team owns the family experience throughout the customer's journey with all KinderCare brands. As a Family Operations team member, you are a crucial part of the organization, and a strong representation of the company's service values and mission. Being family focused, self-motivated and having the ability to work in a high volume, work from home environment is key to the success for our Family Operations specialists. The need for compassionate, flexible, and quick-thinking individuals is crucial to the overall success of our Family Operations team.
Our friendly family experience teams are focused on supporting our families and community members with questions, concerns, billing, and system support across all KinderCare brands. The main emphasis is answering phone calls through live phone queues for all our brands and responding to emails and chats. The Specialist 1 role is an entry level role into Family Operations, with the focus being support and service that is focused our KinderCare Learning Companies brands.
Responsibilities- Provide Best-in-Class customer service to our families; connect with each family, understand the family's core concern, provide empathy, and resolve their issue(s)
- Build strong relationships with business partners across the organization
- Build sustainable relationships of trust through open and interactive communication
- Go the extra mile to engage our families and personalize conversations verbally and in writing
- Handle family concerns, provide appropriate solutions and alternatives and follow up to ensure resolution. Use critical thinking and de-escalation techniques to navigate through challenging and emotional parent interactions
- Follow professional communication procedures, guidelines, and policies
- Provide service through chat, email, social media, and telephone to parents of children using our programs and services
- Attempt to resolve family's concerns during the first interaction
- Thoroughly log and document all calls, emails, and chats in our internal ticketing system
- Follow concerns through to resolution; partner with field and corporate teams as needed to resolve concerns
- Ask questions to interpret, analyze and anticipate the caller's situation, concern, and determine next steps to resolve their issue
- Share feedback with leadership on what you hear from families, and ask questions of your leaders to better understand service and experience expectations
- Share innovative thoughts, ideas, and solutions to improve current procedures and improve our family experience.
- Ability to adapt to change in an ever-evolving organization striving to meet families needs
- 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.
- Meet or exceed team and department metrics, productivity, quality, and experience goals, and ability to maintain these consistently
- Meet attendance requirements for this role. This team is a business-critical team that must meet the demands of busy phone, email, and chat volumes
Qualifications: - Ability to work an 8:30am - 5:00 pm Pacific Time Zone Shift
- Great customer service skills and the desire to help others
- Must be self-motivated and a self-starter
- Previous remote call center work experience a plus
- Dedicated workspace at home that is away from distractions and interruptions. Must be able to sit/stand at desk for entire shift (except for breaks/lunches) and remain focused on tasks throughout the shift
- If children/pets are at home that require care, must have a caregiver or be able to attend to children/pets during breaks and lunches only
- During training and meetings, must be able to be on video and dress in a professional manner. Backgrounds and screen blur are acceptable while on video
- Must have an internet connection that is fast and reliable
- The ability to use logic and reasoning to reach conclusions and approaches to problems
- The ability to use judgment and decision-making skills to evaluate situations, establish priorities, and resolve matters
- The ability to work under stressful and sometimes emotional situations
- The ability to actively listen and communicate effectively through clear speech and hearing
- Outstanding written and verbal communication skills via email and chat
- Ability to establish and maintain cooperative working relationships with co-workers and the public.
- Intermediate PC / MS Office skills, ability to work with multiple applications and windows simultaneously on computer
- Excellent organizational and time management skills
- Ability to work in a fast paced, deadline-oriented environment and multi-task to meet time constraints
- Capable of adjusting priorities quickly
- Occasional flexibility with schedules, occasional overtime
- Basic data entry and billing experience are helpful
- 2-3 years of customer service support provided via phone and email
- High School graduate or equivalent, 2 years degree a plus
#LI-REMOTEOur benefits meet you where you are. We're here to help our employees navigate the integration of work and life:
- Know your whole family is supported with
discounted child care benefits.
- Breathe easy with
medical, dental, and vision benefits for your family (and pets, too!).
- Feel supported in your mental health and personal growth with
employee assistance programs.- Feel great and thrive with access to
health and wellness programs, paid time off and discounts for work necessities, such as cell phones.
- ... and much more.
We operate research-backed, accredited, and customizable programs in more than 2,000 sites and centers across 40 states and the District of Columbia. As we expand, we're matching the needs of more and more families, dynamic work environments, and diverse communities from coast to coast. Because we believe every family deserves access to high-quality child care, no matter who they are or where they live. Every day, you'll help bring this mission to life by building community and delivering exceptional experiences. And if you're anything like us, you'll come for the work, and stay for the people.
KinderCare Learning Companies is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.
