The hours for this position are 6am - 2:30pm MT

Primary Purpose

The primary purpose of the Care Support Specialist is to provide exceptional customer service support of parents 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 parent 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.

Essential Functions/Responsibilities

• Handle incoming calls and tickets in a timely and efficient manager for our full services 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 full service 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 parent 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 parent facing applications as well as perform troubleshooting steps required to assist the end user.

• Assist parents with escalations when appropriate.

• Maintain a high-level of customer satisfaction.

Decision Making

Decision Making Authority

• Ability to work autonomously but defer to management for complex or unusual situations.

Job Requirements – Education/Experience

High School Diploma or equivalent

Associate Degree - Preferred

Additional Job Requirements

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

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

• Exceptional organizational and time management skills necessary and 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.

This role has the following employment benefits:

• Health Care
• Retirement
• Sick Leave
• Vacation
• Paid Holidays
• Disability Insurance
• Life Insurance
• Tuition Reimbursement

The hourly rate is $18.50 - $19.50/hr.

HAVING TECHNICAL ISSUES WITH YOUR APPLICATION?

Contact us at bhrecruit@brighthorizons.com or 855-877-6866

Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: EEO – English and EEO – Spanish along with information on the Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).

Applicants requiring a reasonable accommodation for any part of the application and hiring process should 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.