Customer Service Specialist

Customer Service RepresentativeProvide 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 organizationFocus and commit to engaging our families and personalize conversations verbally and in writingHandle family concerns, provide appropriate solutions and alternatives and follow up to ensure resolutionProvide service through chat, email, social media, and telephone to parents of children using our programs and servicesThoroughly log and document all calls, emails, and chats in our internal ticketing systemAsk questions to interpret, analyze and anticipate the caller's situation, concern, and decide next steps to resolve their issueShare feedback with leadership on what you hear from familiesShare innovative thoughts, ideas, and solutions to improve current procedures and improve our family experienceWork as part of a team by collaborating with colleagues and allowing for an open dialogue to best resolve a parent's question or concernGreat customer service skills and the desire to help othersMotivated and proactivePrevious remote call center work experience a plusLogical and reasoning mind-set to reach conclusions and approaches to problemsAble to use judgment and decision-making skills to evaluate situations, establish priorities, and resolve mattersAble to keep a calm demeanor under stressful situationsOutstanding written and verbal communication skills via email and chatAbility to establish and maintain cooperative working relationships with co-workers and the publicComfortable working with multiple applications and windows simultaneouslyExcellent organizational and time management skillsComfortable in a fast paced environmentCapable of adjusting priorities quicklyBilingual: English & Spanish a plus