Customer Care Specialist (Remote Opportunity)

This is a remote role in the United States.

The primary purpose of the Care Support Specialist is to provide exceptional customer service support of users using our services. The individual will provide customer call support, manage a support desk ticketing system and will ensure that outstanding customer service and accurate, complete information is provided to end users that report issues or request assistance. A specialist in this role has expert knowledge in all user facing applications as well as applications that integrate with them in order to provide direct guidance to the parent in the use of the system. The specialist will triage and document system issues that a parent may have in order to escalate to next technical team.

Bright Horizons is trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.

Essential Functions/Responsibilities

• Handle incoming calls and tickets in a timely and efficient manager for our enterprise applications including but not limited to log in support, billing and payment support, and mobile application guidance.

• Educate parents on Bright Horizons’ services, programs, policies, and procedures. Help them to understand any specific needs they may have, such as, client specific processes, documentation, and timelines.

• Access knowledge bases, websites and other references to ensure information conveyed is accurate and appropriate. Maintain proficiency in the enterprise business and be aware of enhancement and new functionality.

• Assist parents on the phone, via ticket submission, or e-mail communication by troubleshooting, researching, and finding resolutions that meet their immediate needs.

• Provide follow-up communication and/or update expectations with parents, in accordance with agreed upon timeframes.

• Answer incoming calls and respond to tickets in a timely manner as identified by service level standards.

• Participate in user acceptance testing in user facing applications for enhancements to existing systems or new functionality being introduced.

• Gain expert knowledge and utilize system tools that support the verification of access to BH user facing applications as well as perform troubleshooting steps required to assist the end user.

• Assist users with escalations when appropriate.

• Maintain a high-level of customer satisfaction.

Minimum Requirements:

• High School Diploma or equivalent

• Minimum 1 year customer service, help-desk, and/or comprehensive call center knowledge.

Preferred qualifications/skills:

• Associate Degree

• Excellent written and verbal communication skills with ability to document content of phone conversations accurately.

• Exceptional organizational and time management skills necessary.

• The ability to work closely with other team members and departments.

• Typing proficiencies of 35 wpm/and above average data entry skills required.

• Proficient in basic Microsoft applications (must know Outlook and Word at a minimum).

• Ability and willingness to learn and gain proficiency in new software systems.

• Outstanding customer service and soft sales skills.

• Ability to determine needs of the caller and obtain necessary information without following a scripted process.

• Exposure to Higher Education valuable.

• Bilingual skills (Spanish) a plus.

Salary and Other Compensation Disclosures

The annual starting hourly rate for this position is between $19.00 - 21.10/hr.  The pay range listed here is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers within this range will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.

Also, depending on hire date and subject to applicable eligibility requirements and accrual schedules, new employees in this role receive up to: 9 paid holidays annually; 40 hours of sick time per year based on full-time schedule, and 64 hours of vacation time per year

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k) retirement plan

• Life insurance

• Long-term disability insurance

• Short-term disability insurance

Deadline to Apply Information:

This posting is anticipated to remain open until 4/24/2025

At this time, Bright Horizons will not sponsor an applicant for employment authorization/visa for this position.

Life at Bright Horizons:

Our people are the heart of our company. Because we’re as committed to our own employees as we are to the children, families, and clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Come build a brighter future with us.

Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights, Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).

If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.