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.

Hybrid or remote option depending on proximity to office locations

The compensation for this role is between $18-19/hr

The range of compensation listed here or that may be discussed in the interview process is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.

Life at Bright Horizons:

Our home office employees support all facets of our business — and no matter which department you join, you’ll be part of a passionate team doing work that makes a difference in the lives of children and families.

Our people are the heart of our company. Because we’re as committed to our own employees as we are to the clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Here, you’ll find traditional perks (health insurance, 401(k), PTO, and flex spending) plus childcare discounts, education assistance, and so much more. Join us to experience how we support our people to realize their passion, possibilities, and purpose both at work and at home. All in a workplace where you can be you. Come build a brighter future with us.

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.