Customer Service Specialist – Enrollment

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

📋 Description

• Deliver exceptional customer service to families associated with KinderCare brands.

• Acknowledge family concerns with empathy and provide effective resolutions.

• Foster strong relationships with families and business partners.

• Engage with families through various channels including phone, chat, email, social media, and text.

• Address concerns and offer suitable solutions and alternatives.

• Employ critical thinking and de-escalation techniques during challenging interactions with parents.

• Adhere to professional communication protocols, guidelines, and policies.

• Strive to resolve issues in the initial interaction.

• Record and document calls, emails, and chats in the internal ticketing system.

• Ensure concerns are followed through to resolution, collaborating with field and corporate teams.

• Evaluate callers’ circumstances, analyze concerns, and identify next steps.

• Convey family feedback to leadership.

• Propose innovative ideas and solutions to enhance procedures and improve family experience.

• Adapt to changes within the organization.

• Work collaboratively with colleagues to address parent inquiries and concerns.

• Achieve team and departmental metrics, including productivity, quality, experience, and attendance goals.

⛳️ Requirements

• Availability to work shifts between 6:00 AM and 5:00 PM Pacific Time Zone.

• Excellent customer service skills and a genuine desire to assist others.

• Must possess self-motivation and initiative.

• Prior experience in a remote call center is advantageous.

• A designated workspace at home, free from distractions and interruptions.

• Capability to sit or stand at a desk for the entirety of the shift, aside from breaks and lunches.

• Ability to care for children or pets during breaks and lunches only.

• Must be comfortable on video and maintain professional attire during training and meetings.

• Fast and reliable internet connection is required.

• Strong logic and reasoning abilities.

• Good judgment and decision-making capabilities.

• Ability to perform under stressful and emotional conditions.

• Clear speech, hearing, active listening, and effective communication skills.

• Excellent written and verbal communication through email and chat.

• Ability to build and sustain cooperative working relationships.

• Intermediate PC / MS Office skills and proficiency in using multiple applications and windows simultaneously.

• Strong organizational and time management skills.

• Ability to thrive in a fast-paced, deadline-driven environment and multitask effectively.

• Strong team collaboration skills.

• Ability to quickly adjust priorities as needed.

• Flexibility in scheduling and willingness to work occasional overtime.

• Basic data entry and billing experience is beneficial.

• 2–3 years of customer service support experience via phone and email is required.

• High School diploma or equivalent; a 2-year degree is a plus.

🏝️ Benefits

• Discounted childcare benefits.

• Medical, dental, and vision coverage for employees and their families, including pets.

• Employee assistance programs.

• Support for mental health and personal growth.

• Health and wellness initiatives.

• Paid time off.

• Discounts on work-related necessities, such as cell phones.