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- 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
- 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
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible schedule
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
- Monday to Friday
Family Ops Experience Specialist 1 - Remote, United States - CORESTAFF Services
Description
Our client is seeking a Family Ops Experience Specialist. This is a remote, 3 month contract role.*Key responsibilities include:
Great customer service skills and the desire to help others
Job Types:
Full-time, Contract
Benefits:
Schedule:
Work Location:
Remote