Customer Experience Representative -Steve & Kate’s Camp (Remote)

At Steve & Kate’s, we put kids in the driver’s seat and staff come along for the ride. Campers choose minute-to-minute what they do, with whom, and for how long, because kids who learn to make decisions today build the self-confidence they’ll need to wrangle unknowns tomorrow. If you join our team as a Customer Experience Representative, you’ll be a first line of contact for thousands of families who are looking for a better way to help their child grow during summer.You’ll be working remotely as a part of our central Headquarters team communicating with prospective and current camp families (i.e., customers). This role is a full-time (30-40 hour work week) seasonal position starting in April and ending in September. The role requires strong organizational, time management, and interpersonal skills, as you will prioritize a broad range of responsibilities throughout your shift, including:* Fielding inbound emails, phone calls, and live chats from families across the country and provide interested families information about our camp program, highlighting our philosophy, structure, activities, fees, and more.* Managing and prioritizing multiple concerns.* Moving on quickly from both success and failure.* Maintaining a high level of professionalism and warmth with customers and working to establish a positive rapport with every interaction, even when faced with misplaced criticism or frustration.* Interacting with our custom-built camp management software to review customer accounts and help with issues purchasing days, transferring between siblings, processing refunds, etc.* Reviewing financial aid applications using specific criteria and communicating with applicants about their acceptance, or following-up with additional questions, if needed.* Listening, documenting, and helping to resolve conflicts with customers, either directly or through collaboration with the camp director for the customer’s location. Providing timely feedback to supervisor regarding challenges or customer concerns.* Documenting the patterns and queries that may indicate a larger problem with the product or service that needs to be resolved.How do you know if you’re the right candidate? If you answer “yes” to all of the questions below, definitely apply.* Do you appreciate and agree with our self-directed approach for kids?* Are you comfortable with swapping between multiple communication channels (phone, email, live chat) throughout the course of a day?* Does your communication show personality and warmth without sacrificing content?* Are you the type of person who can’t rest until you’ve done everything possible to make someone feel heard when there’s an issue/concern?* Are you calm under pressure and able to calm those around you?* Do you enjoy thinking quickly on your feet, trouble-shooting problems, and ensuring a quick resolution to issues?Job Requirements* At least 18 years of age with a high school diploma or GED required* Minimum of 6 months costumer service experience* Degree is preferred* Familiarity with office software and communication systems (Salesforce, Dialpad, Olark) preferred* Preferred schedule is 10:00 AM to 6:30 PM MST.Additional Requirements:* Regular access to a quiet working space, with minimal to no background noise* A computer and headset, with strong internet access (in order to answer VoIP calls)* Ability to follow agreed-upon schedule diligently* Excellent grammar, spelling, and typing skillsCompensation Range: $17 – $18HAVING TECHNICAL ISSUES WITH YOUR APPLICATION?Contact us at … 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 … Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

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