Futures start here. Where first steps, new friendships, and confident learners are born. At KinderCare Learning Companies, the first and only early childhood education provider recognized with the Gallup Exceptional Workplace Award , we offer a variety of early education and child care options for families. Whether it’s KinderCare Learning Centers, Champions, or Crème de la Crème, we build confidence for kids, families, and the future we share. And we want you to join us in shaping it—in neighborhoods, at work, and in schools nationwide.
At KinderCare Learning Companies, you’ll use your skills and expertise to support the work (and fun) that happens in our sites and centers every day. From marketers and strategists to financial analysts and data engineers, and so much more, we’re all passionate about crafting a world where children, families, and organizations can thrive.
Being a part of the Family Operations team means being an enthusiastic, thoughtful, highly motivated problem solver that is passionate about creating an innovative customer experience and building strong relationships with families and business partners across all KinderCare Education brands. Our Family Operations Team provides support via live phone queues, live chat, social media, email and other forms like text. The Family Operations team owns the family experience throughout the customer's journey with all KinderCare brands. As a Family Operations team member, you are a crucial part of the organization, and a strong representation of the company's service values and mission. Being family focused, self-motivated and having the ability to work in a high volume, work from home environment is key to the success for our Family Operations specialists. The need for compassionate, flexible, and quick-thinking individuals is crucial to the overall success of our Family Operations team.
Our friendly family experience teams are focused on supporting our families and community members with questions, concerns, billing, and system support across all KinderCare brands. The main emphasis is answering phone calls through live phone queues for all our brands and responding to emails and chats. The Specialist 1 role is an entry level role into Family Operations, with the focus being support and service that is focused our KinderCare Learning Companies brands.
Responsibilities
Provide Best-in-Class customer service to our families; connect with each family, understand the family’s core concern, provide empathy, and resolve their issue(s)
Build strong relationships with business partners across the organization
Build sustainable relationships of trust through open and interactive communication
Go the extra mile to engage our families and personalize conversations verbally and in writing
Handle family concerns, provide appropriate solutions and alternatives and follow up to ensure resolution. Use critical thinking and de-escalation techniques to navigate through challenging and emotional parent interactions
Follow professional communication procedures, guidelines, and policies
Provide service through chat, email, social media, and telephone to parents of children using our programs and services
Attempt to resolve family’s concerns during the first interaction
Thoroughly log and document all calls, emails, and chats in our internal ticketing system
Follow concerns through to resolution; partner with field and corporate teams as needed to resolve concerns
Ask questions to interpret, analyze and anticipate the caller’s situation, concern, and determine next steps to resolve their issue
Share feedback with leadership on what you hear from families, and ask questions of your leaders to better understand service and experience expectations
Share innovative thoughts, ideas, and solutions to improve current procedures and improve our family experience.
Ability to adapt to change in an ever-evolving organization striving to meet families needs
Work as part of a team by collaborating…