Customer Relations Specialist

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Achieve service level agreements, including timely responses, incident documentation, and proper escalation of cases.

• Oversee up to twelve rematch cases from start to finish each week, either through matching or refunds.

• Handle 20-30 program support cases on a weekly basis.

• Navigate complex situations consistently while following program guidelines and best practices.

• Manage 10-20 proactive support cases for au pairs and host families each week.

• Fulfill weekly responsibilities for chat and phone shifts.

• Maintain ongoing communication with customers previously supported throughout their program year.

• Collaborate with the regional director's department to synchronize strategies and initiatives.

• Assist host families and au pairs facing conflicts by providing listening, mediation, problem-solving, coaching, and communication via phone, text, and email.

⛳️ Requirements

• 2-3 years of experience in a customer service position.

• Proven track record of efficiently handling high volumes of calls, emails, and daily tasks.

• Demonstrated proficiency in managing proactive support cases, ensuring quick resolutions and customer satisfaction.

• Exceptional written and verbal communication abilities.

• Strong problem-solving and conflict resolution skills.

• High attention to detail and commitment to follow-through.

• A natural motivator and connector, bringing enthusiasm and passion to the team.

🏝️ Benefits

• Comprehensive monthly schedule of trainings and workshops.

• Four weeks of paid vacation during your first year.

• Ten paid holidays.

• Two floating holidays.

• Exciting opportunities for business travel.

• 25% company match on your 401(k) contributions.

• Market-leading medical, dental, and vision insurance.

• Options for life and disability insurance.

• Accident and hospital insurance coverage.

• Legal and pet insurance options.

• Access to Dependent care, healthcare, and commuter Flex Spending Accounts (FSAs).

• Support for fertility care and family-building resources.

• Wellness benefits including an annual fitness reimbursement.

• Regular social and learning events.

• Access to employee-run resource groups.

• A robust Employee Assistance Program.

• Eligibility for tenure-based sabbaticals.

• Discounts on EF products related to travel, international language schools, the Au Pair program, and more.

• Discounts at local establishments and businesses.

• Potential for a higher salary based on experience.