Customer Service Specialist-Enrollment - Remote Opportunity

Role overview

Help families explore enrollment in early learning and care programs, guiding them through questions and concerns as they consider or arrange services. This remote customer support position works in a high-volume environment, primarily through live phone queues and also through email, chat, and social channels. The schedule falls within a broad Pacific Time window, with an enrollment-focused emphasis.

Responsibilities

- Answer prospective and current families’ questions through phone, email, chat, and social media. - Understand the family’s needs, provide clear information, and personalize conversations with empathy. - Address concerns, offer appropriate next steps, and use de-escalation techniques when conversations become challenging. - Aim to resolve issues in the first interaction; coordinate with internal partners and follow through when additional support is required. - Document interactions and follow-up in the ticketing system. - Share customer feedback and process improvement ideas, and meet team standards for quality, productivity, and attendance.

Requirements

- Strong customer service skills and a genuine interest in helping others; ability to work independently and stay self-motivated. - Clear written and verbal communication, active listening, sound judgment, and practical problem-solving skills. - Ability to manage competing requests, work across multiple computer applications, and stay composed in a fast-paced setting. - Reliable high-speed internet and a dedicated home workspace with limited distractions; ability to remain focused at a desk during the shift, except for breaks and lunch. - Ability to work a shift scheduled between 6:00 a.m. and 5:00 p.m. Pacific Time and meet attendance requirements. Occasional flexibility or overtime may be needed. - Ability to be on video and dress professionally for training and meetings. Any children or pets requiring care must have coverage during work time except breaks and lunch.

Nice to have

- 2–3 years of phone and email customer service experience, prior remote call center work, basic data entry or billing experience, and an associate degree. - Intermediate computer and office software skills.

Benefits and work setup

- Remote work with discounted child care, medical, dental, and vision coverage, employee assistance, wellness programs, paid time off, and discounts on work necessities.