The College Coach Support Specialist will ensure an excellent day to day customer experience in all facets of the College Coach (CC) business. This includes managing customer escalations from the CO Contact Center, working to improve service delivery processes, working with the team to prioritize, develop and test CRM/portal enhancements, and troubleshoot system and other service delivery issues while working towards a successful resolution. This role is part time (average 20 hours a week) and fully remote.

Bright Horizons College Coach has been assisting families in achieving their education goals for more than 20 years. The team, composed of former admissions and financial aid officers, is dedicated to helping every high school student find their best-fit educational path.

What you will be doing:

• Assign shared webinar dates for all College Coach clients per each client’s contracted agreement; analyze historical event registration and demographics to select spotlight topics for clients; maintain all webinar tracking spreadsheets and calendars. Coordinate PowerPoint presentations for College Coach Presenters.
• Create annual calendar for each subsequent years for all shared-client webinars including core topics, spotlights, and partner webinars (analysis of what went well prior year and attendance trends)
• Support Client Relations/Growth Team and/or client HR liaisons by answering College Coach questions on the program, services or policies.
• Responding to customer inquiries that come into the CC Benefit Queue in CRM
• Monitoring and sending to CO the CC monthly calendar of events/counseling requiring a corporate survey
• Resolve all cases (customer inquiries) in CRM that are escalated from the CO consultant team
• This role is part time (average 20 hours a week) and fully remote.

What we hope you will bring to this role:

• Bachelor’s Degree required
• 3 years customer service experience required
• Knowledge of Microsoft office
• CRM experience preferred
• Triaging customer issues over the phone preferred
• Ability to thrive in a collaborative team environment
• Strong written and verbal communication skills; ability to maintain a positive attitude; and solid customer service skills
• Willing to take on projects and challenges and can be flexible
• Adaptability to work in a fast-paced and constantly changing environment
• Strong attention to detail and follow up

Compensation Range:

The hourly rate for this role is: $22 – $24 an hour

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.