Job title: Family Ops_ Experience Specialist
Pay: 18.50/Hr
3-6 month Contract
Equipment is provided
40/hrs a week
Job Description:
This is a call center role.
Key responsibilities include:
• 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.
• 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
Key desired skills and experience:
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 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
• Strong team player
• 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
