Customer Service Specialist I - Fully Remote!

his individual will be a part of the Family Operations team which 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 Learning Companies. Whether it's problem resolution, billing support, or supporting clients by helping their employees find Backup Care, the Family Operations team is responsible for the family experience throughout the customer's journey with KinderCare and Champions. Being self-motivated and the ability to work in a fast paced work from home environment is key to the success for our Family Operations specialists. The need for conscientious, flexible, and quick-thinking individuals is crucial to the overall success of our Family Operations team.

Primary Focus - Problem Resolution:

Our friendly problem resolution team is focused on supporting our families and community members with questions, concerns, billing, and system support across our KinderCare and Champions brands. The main emphasis is answering phone calls through live phone queues for all our brands while responding to emails and chats.

Responsibilities:

• 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

Key desired skills and experience:

• 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

Our 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.