Senior Customer Care Specialist

Bright Horizons



Do you have a real desire to deliver quality customer service? Are you results driven? Then, your next career could be as our Senior Consultant!As a Senior Consultant you will assist client employees in the resolution of escalated issues from start to finish. You will monitor and track escalation trends and performs analysis to improve overall product delivery and client satisfaction. You will also be responsible for acting as a resource for customers with regard to system challenges, training and general process questions. You'll act as a resource for Operations and the Call Center leadership in the communication of program updates, training and general announcements.What you will be doing:* This position will be expected to spend approximately 66% of their time researching and resolving customer related escalations and approximately 33% of their time tracking trends and performing root cause analysis to improve existing software functionality and process.* Handle escalated customer inquiries that require a high level knowledge of the EdAssist system and processes. Communicates with customers and demonstrates associated proficiency in all aspects of each unique customer deployment.* Act as a resource for clients and the call center lead when system challenges and general process questions arise. The expectation is to stay well-versed and current with system and/or process upgrades and changes.* Handle client questions, issues, and works with other departments to provide the highest level of efficiency and professionalism to resolve customer escalated issues.* Work with account management during implementation to build strong client relationships prior to customer deployment.* Provide follow-up communication and/or updates on current escalations when necessary to clients, in accordance with policies or other agreed upon time frames and SLAs.* Communicate with customers and demonstrate associated proficiency in all aspects of customer deployment.* Perform root cause analysis with a logical methodology for problem identification. Has a proactive approach to problem resolution.* Understand the importance of customer service delivery, how it impacts profitability and differentiates EdAssist from its competitors. Must have exemplary customer service skills and role model customer service delivery within the organization.* May assist department supervisor in training Customer Care Specialists and client contacts on all aspects of the system.* Elevate issues to next level of management if necessary. Continuously look for opportunities for process improvements and make recommendations to management. Keep management informed on escalated issues, patterns, trends that are outside of the daily contact center customer issues.* Assist with additional duties as assigned.What we hope you'll bring to this role:* Independent thinker, resourceful problem solver, with excellent follow up skills, and a commitment to the task* Strong work ethic, acts professionally at all times, a team player with a positive can do attitude* Excellent customer service skills* Calm and patient demeanor, especially over the phone* Proficient in basic Microsoft Office applications* Great organizational and time management skills & ability to prioritize* Ability to work closely with other team members and departments* High school diploma or equivalent required* Minimum 2 years customer service experience requiredHAVING TECHNICAL ISSUES WITH YOUR APPLICATION?Contact us at [email protected] or 855-###-####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-###-#### or [email protected] Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

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