Customer Relations Specialist

JOB DESCRIPTION

Customer Relations Specialist

Cultural Care Au Pair

Location: Remote USA

About the role:

The Customer Support team is a vital department within our cultural exchange program, providing our host families and au pairs with exceptional customer support and guidance during some of their most challenging times. With a heavy emphasis on program experience, conflict resolution and mediation, the department supports program participants when they decide to end their current hosting or au pair term, and effectively coaches both parties to ensure future success on the program when possible.

With a strong passion for helping people, you are a natural relationship builder and great problem solver. Working mostly through phone, text, and email communication, you support our host families and au pairs who are experiencing conflict with one another; actively listening, empathizing, building trust, problem solving and coaching them through resolution. You will work in collaboration with your director, the department customer service coach, and our experienced team of Local Representatives to ensure our host families and au pairs are provided with exceptional customer support and care.

Role Responsibilities:

• Manage a workload of up to ten rematch cases per week working with repeat host families, ensuring each case is addressed promptly and effectively.

• Address up to 10 program support cases weekly, providing timely assistance and solutions to program participants.

• Handle up to 10 au pair and host family proactive support cases weekly, demonstrating a proactive approach to addressing potential issues before they escalate.

• Maintain phone queue shifts weekly to ensure a timely response to our customers and meet their needs, fostering proactive engagement and support.

• Call and speak with au pairs post-rematch whom you supported, providing reassurance and guidance after arriving to their new host family.

You are:

• Strong communicator: effectively communicate with customers and colleagues. This includes but is not limited to mediation and conflict resolution between a host family and au pair, coaching and guiding our program participants towards future success, or the ability to empathetically communicate difficult messaging/next steps to a family or au pair.

• Resilient: a natural ability to have a challenging conversation and speak to the next customer immediately with empathy and an open mind.

• Problem solver: able to actively listen and assess many different opinions and experiences objectively in order to then create and suggest relevant solutions and clear next steps, knowing when to involve colleagues as needed.

• High sense of responsibility: motivated to have full ownership over assigned case load, seeing a situation through to resolution while thoroughly documenting all customer correspondence.

• Strategic: able to organize daily responsibilities in order to be efficient and deliberate in accomplishing goals.

• Collaborative: highly-skilled in being informative with fellow departments to provide the best overall customer experience.

• Flexible: can pivot and adapt quickly to new processes to meet company and customer needs.

• Creative: share fresh ideas on ways we can improve staff efficiency and the customer experience.

• Comfortable with technology: ability to quickly learn and utilize systems necessary for the role.

Requirements:

• Ability to manage high volumes of calls, emails and daily responsibilities

• Daily proactive calls and outreach to program participants

• Excellent written and verbal communication skills

• Problem solving and conflict resolution skills

• Strong attention to detail and follow through

• A natural motivator and connector, bringing passion and enthusiasm to a team

• Access to high-speed internet connection, a dedicated home office & a quiet space to work

• 2-3 years of work experience, preferably in customer service

Why you’ll love working here: Perks, Benefits, and more!

This is the most fun, high caliber place you’ll ever work. Ask any employee why they love EF and Cultural Care (whether they’ve been here 10 minutes or 10 years) and they’ll probably tell you the same thing: it’s the people. When you join part of our team, you join a purpose-driven, international and energetic community that thrives on continuous learning, fearless innovation and mutual support.

In addition, you can expect:

• Paid International Business Travel opportunities

• Commitment to professional growth: robust monthly calendar of trainings and development workshops

• Four weeks paid vacation your first year, ten paid holidays, and two floating holidays

• 25% company match on your 401(k) contributions

• Market-leading medical, dental and vision coverage, along with options for life and disability insurance, legal and pet insurance

• Dependent care, healthcare and commuter Flex Spending Accounts (FSAs)

• Access to fertility care and family-building support

• Wellness benefits and a yearly fitness reimbursement

• Frequent social and learning events, including access to our employee-run “EFinity” groups

• Robust Employee Assistance Program

• Tenure-based sabbatical eligibility

• EF Product Discounts (discounts on travel, international language schools, childcare with our Au Pair product and more)

• Discounts at local venues and businesses

• Compensation for this role starts at $55,000, based on experience

About Cultural Care Au Pair

At Cultural Care Au Pair, we believe that cultural exchange has the power to make the world a more welcoming, understanding, and open place. As the largest and most experienced au pair organization in the world, we build global families by bringing together international visitors with American hosts-providing meaningful childcare for families, an unforgettable year in America for au pairs, and a culturally enriching experience for all. If you’re ready to expand your own horizons we invite you to be a part of our global team of problem-solvers, relationship-builders, and innovators. Join us as we continue to bring the world a little bit closer together, one family at a time.

Cultural Care Au Pair is associated with EF Education First, the world leader in international education. At EF we believe that the world is better when people try to understand one another. Since 1965, we have brought millions of people to see new places, experience new cultures, and learn new things about the world and themselves. Our culturally immersive education programs-focused on language, travel, cultural exchange, and academics-create students of the world, and turn dreams into international opportunities.

An equal opportunity employer, Cultural Care Au Pair is committed to inclusion and belonging across race, ethnicity, gender identity/expression, sexual orientation, age, religion, ability, parental status, experience and everything else that makes you, well...you.

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