The Family Concierge Specialist role utilizes organizational, problem-solving, and people skills to provide real-time support to Bright Horizon's network of families. The Family Concierge Specialist is responsible for conducting customized needs assessments and researching the best resources to create unique and personalized care plans to support eligible employee's needs. Using independent judgment and industry knowledge to determine the best course of action, the Family Concierge Specialist role provides one-on-one personalized support for families by communicating via email, phone, text or virtually with employees. The concierge will identify proactive ways to support the employee through the care planning process and will continue providing care solutions and education of available benefits throughout the employee’s caregiving journey. This role requires self-management of a case load with significant independent decision making and time management skills. This role may also include supporting corporate clients by joining webinars, open enrollment events and client hosted benefit events (i.e. EAP groups), where the concierge will represent the Bright Horizons brand and the Family Concierge service. The Family Concierge Specialist role will be represented as the “Face” of the team to their designated clients.

Bright Horizons is a leading education and care company, 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.

What you will be doing:

• This Opportunity would work standard business hours during the weekend: Thursday-Monday.

• Consult with employees to ensure a high touch, white glove, personalized experience through excellent listening and partnership skills.

• Independently research the core needs of the families we support to then provide proactive solutions, content, and guidance.

• Maintain a caseload and ensure consistent, proactive communication and follow up for all families.

• Utilize Bright Horizons resources to support families on an individual basis with the ability to go above and beyond to ensure the best solutions are provided.

• Work as an external face of Family Concierge to present at client facing events. This includes onsite events, webinars, and info sessions.

• Subject matter expert on the benefits offered to families through Bright Horizons and offering care and education solutions, including continued education.

• Provide feedback for process improvement to their team lead and manager to help positively impact business practice to contribute to continued improvement of their role. Identify ways to be more efficient and/or more effective based on customer feedback, knowledge of the business, and experience with the systems.

• Troubleshoot families' needs by researching and contacting potential local resources within our family of companies that meet family needs.

• Provide recruiting assistance for hiring Family Concierge team members through conducting interviews and actively participating in the onboarding and training process.

• Ensure solutions are found and families are supported from beginning to end and beyond, customizing the approach based on each family’s needs.

• Work with external partners such as Client Team, Back Up Care, Elder Care and College coach to provide holistic solutions to customers. Meet or exceed customer satisfaction goals and Service Level Agreement metrics.

• Revenue generation mindset based on referrals into Bright Horizons’ lines of business, contributing incremental growth to the organizational goals.

• Handle all customer escalations for their clients.

• Collaborate on special projects to develop, innovate, and evolve the Family Concierge program.

What we hope you will bring to this role:

• Bachelor’s Degree preferred, experience considered in lieu of degree

• 5+ years of experience required in account management, childcare, social work, or similar care and/or education fields preferred.

Additional Job Requirements

• Background in account management, childcare, social work, or similar care and/or education fields preferred, but not required.

• You are independent, proactive, solution-oriented, entrepreneurial.

• You bring simplicity to sometimes complex situations.

• Can think outside the box, beyond the obvious, to read between the lines and help families in ways they didn’t know they could be supported.

• Organized, with strong attention to detail and a passion for delivering excellent customer service.

• Innovative problem solver who can find creative solutions to customer needs and is comfortable making decisions with a high degree of autonomy.

• Excellent written and verbal communication skills: People love talking to you.

• Have a customer-centric point of view and understand how to uphold a kind tone across all contact channels.

• Must be positive, goal-oriented and able to work well independently as well as on a team.

• Strong customer service, technical, computer, and written skills

• Experience preferred with CRM systems such as Salesforce, Microsoft Suite, Google Suite, etc..

Compensation Range:

The annual salary range for this role is: $55,000-60,000.

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 child care 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.

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