Job Details
Ultimate Staffing is part of the Roth Staffing family of Companies, which is one of the largest, privately held staffing companies in the country, with locations across the country. We are proud of being the only staffing company recognized with all industry's top awards for: The Best Staffing Firm to Work for, The Best Staffing Firm to Temp for and the Best in Client Service. We get to create remarkable experiences every day. We are just a different kind of company!
One of Oregon's top employers has engaged our firm in their search for an enthusiastic, thoughtful, highly motivated problem solver that is passionate about creating a positive customer experience. The right person will be a crucial part of the organization and a strong representation of the company's values and mission. They should be flexible and willing to provide support across all teams to ensure the best experience for families and partners. Being self-motivated with the ability to work in a high-volume work from home environment is key to success.
Job Title: Family Enrollment Support Specialist
Salary: $18.50/Hour
Location: Remote - OR/WA applicants only
Key responsibilities include:
* 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 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.
* Work as part of a team by collaborating with colleagues and allowing for an open dialogue to best resolve a parent's question or concern.
* Meet or exceed team and department metrics, productivity, quality, and experience goals, and ability to maintain these consistently
* Meet attendance requirements for this role. This team is a business-critical team that must meet the demands of busy phone, email, and chat volumes
Key desired skills and experience:
* Great customer service skills and the desire to help others
* Must be self-motivated and a self-starter
* Previous remote call center work experience a plus
* Dedicated workspace at home that is away from distractions and interruptions. Must be able to sit/stand at desk for entire shift (except for breaks/lunches) and remain focused on tasks throughout the shift
* Must have an internet connection that is fast and reliable
* The ability to use logic and reasoning to reach conclusions and approaches to problems
* The ability to use judgment and decision-making skills to evaluate situations, establish priorities, and resolve matters
* The ability to work under stressful and sometimes emotional situations
* The ability to actively listen and communicate effectively through clear speech and hearing
* Outstanding written and verbal communication skills via email and chat
* Ability to establish and maintain cooperative working relationships with co-workers and the public.
* Ability to work in a fast paced, deadline-oriented environment and multi-task to meet time constraints.
* Capable of adjusting priorities quickly
* Occasional flexibility with schedules, occasional overtime
* Basic data entry and billing experience are helpful
* 2-3 years of customer service support provided via phone and email
* High School graduate or equivalent, 2 years degree a plus
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.