Customer Service Specialist- Remote Opportunity

Role overview

Support families using early learning and care programs by answering questions, resolving concerns, and helping them navigate billing and systems. This remote customer service role handles a high volume of requests across phone, email, chat, and social channels, with an emphasis on empathetic communication and resolving issues promptly.

Responsibilities

- Respond to family questions and concerns through phone queues, email, chat, and social media. - Listen to understand each issue, explain options, and use de-escalation skills when conversations are difficult or emotional. - Resolve concerns during the first interaction where possible; coordinate with internal teams and follow up when further help is needed. - Record interactions and actions in a ticketing system, maintaining clear documentation through resolution. - Share recurring feedback and ideas for improving service processes with team leaders. - Meet quality, productivity, attendance, and customer experience goals while collaborating with colleagues.

Requirements

- 2–3 years of customer service experience supporting people by phone and email; a high school diploma or equivalent. - Strong written and verbal communication, active listening, judgment, and problem-solving skills. - Ability to stay organized, manage multiple applications, and adapt priorities in a fast-paced environment. - Reliable high-speed internet and a dedicated, quiet home workspace; ability to remain focused at a desk for the shift, except during breaks and lunch. - Ability to work 8:30 a.m.–5:00 p.m. Pacific Time and meet attendance expectations; occasional schedule flexibility or overtime may be needed. - During training and meetings, ability to appear on video in professional attire. Care responsibilities at home must be covered during working hours except breaks and lunch.

Nice to have

- Previous remote call center experience, 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.