Customer Service Specialist I

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.

The Customer Service Specialist is part of the Family Operations team, and is a thoughtful, highly motivated problem solver that is passionate about creating an innovative customer experience.

Whether it's problem resolution, billing support, or helping client's employees find Backup Care, we care for the family's experience with our programs. Being conscientious, self-motivated, and flexible with the ability to work in a fast-paced work from home environment is key to the success for our Customer Service Specialists.

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

Qualifications:

• 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 in a fast paced environment with multiple applications and windows simultaneously
• Excellent organizational and time management skills
• Capable of adjusting priorities quickly
• Bilingual: English & Spanish a plus

#LI-Remote

• 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.