Job Title: Family Operations Experience Specialist
Pay: $18.50/hr
Contract Duration: 3-6 months
Hours: 40 hours per week
Equipment Provided
Job Description:
We are seeking a Family Operations Experience Specialist to deliver exceptional customer service and support to families using our programs and services. In this role, you will engage with parents via chat, email, social media, and phone, providing solutions and resolving concerns with empathy and professionalism.
Key Responsibilities:
- Provide best-in-class customer service by understanding and addressing families' core concerns with empathy.
- Build strong relationships with internal business partners across the organization.
- Foster trust with families through open and interactive communication.
- Go the extra mile to personalize conversations with families, both verbally and in writing.
- Use critical thinking and de-escalation techniques to navigate challenging or emotional interactions.
- Follow established communication procedures, guidelines, and policies.
- Resolve family concerns during the first interaction when possible and follow through to ensure full resolution.
- Accurately log and document all communications in the internal ticketing system.
- Partner with field and corporate teams as needed to address family concerns.
- Analyze, interpret, and anticipate callers' needs to determine the best course of action.
- Provide feedback to leadership and share ideas to improve procedures and enhance the family experience.
- Collaborate with colleagues to best resolve questions or concerns.
- Consistently meet or exceed team metrics, including productivity, quality, and experience goals.
- Maintain attendance requirements for this critical business role, handling high volumes of phone, email, and chat inquiries.
Desired Skills & Experience:
- Strong customer service skills with a passion for helping others.
- Self-motivated and able to work independently.
- Previous experience in a remote call center is a plus.
- Ability to think critically and use sound judgment to evaluate situations and resolve issues.
- Comfortable handling stressful or emotional situations with professionalism.
- Strong listening and communication skills, both verbal and written.
- Proficiency in PC/ MS Office, with the ability to work with multiple applications simultaneously.
- Excellent organizational and time management skills in a fast-paced environment.
- Team player who can adapt to changing priorities and handle occasional schedule flexibility or overtime.
- Data entry and billing experience are a plus.
- 2-3 years of customer service experience via phone or email.
- High school diploma or equivalent required; an associate degree is a plus.
Work Environment:
- A dedicated workspace at home, free from distractions and interruptions.
- Care arrangements for children or pets during working hours, with breaks and lunches for caregiving needs.
- Ability to participate in video meetings during training, dressed in a professional manner. Video backgrounds and screen blur options are acceptable.