Customer Service Representative

Knowledge Learning Corporation (KLC) is the nation’s leading private provider of early childhood and school-age education and care, serving more than 300,000 children in the United States and the District of Columbia. KLC provides more than just daycare; we offer early education programs that promote school readiness and a lifetime love of learning.  KLC’s business lines include the KinderCare Learning Centers, Knowledge Beginnings, KLC Employer Partnerships and Children’s Learning Center brands supporting early childhood education and care through approximately 1,900 community-based centers and more than 130 employer-sponsored sites; and KLC School Partnerships, a leading provider of pre-K-12 supplemental educational solutions, operating more than 1700 programs nationwide. We invite you to join the more than 41,000 professional employees who are dedicated to making a difference in the lives of children. Job Summary: The primary responsibilities of this position are to listen to and respond to customer concerns, record critical incidents from the customers’ perspective, answer policy and procedure questions appropriately and maintain Service Level Agreements (SLAs). Job Responsibilities: Act as a resource to accurately advise customers on policies and procedures. Utilize Spirit of Service techniques with each customer and field contact made. Attempt to resolve the customer concern during the first communication with the customer. Prepare accurate, well-written Service Requests and ensure that all appropriate internal departments are advised. Ensure voicemails & emails are answered and/or returned accurately/in accordance with Service Level Agreements (SLAs). Cross sell and up sell prospective families. Provide centers with certificate of excellence when customer compliments are received. Provide customers with tuition summaries as requested and scan documents as requested. Participate in all cross training and job-share opportunities. Maintain company objectives in relation to all Service Requests, customer calls, emails and mail responses. Randomly listen to customer calls for self training and assessment opportunities. Ensure self understanding of CARES and all related tools to maximize efficiencies. Other related duties as assigned.Adaptability Requirements- Moderate:  Position requires a moderate degree of adaptability.  Incumbent will be faced with a variety of issues on a day to day basis and will be expected to respond to these issues appropriately.  Position requires change from answering phone calls and emails, entering data, and addressing customer concerns while ensuring company objectives, Mission, Values, PRIDE and Spirit of Service are maintained.  Incumbent will be required to alternate duties from a call center to out-bound sales environment.  Working Conditions: Work is primarily performed in an office environment.  Incumbent will have long periods of sitting and continuous use of the telephone and office computer. Participation in a job share environment and rotating shift atmosphere is required. Experience and Education: High school diploma/GED required. Ability to speak and write English and Spanish fluently preferred. Associates degree, preferably in Business or related field preferred. Minimum of 4-6 years in a similar position required. Experience with both a Customer Service Call Center and Outbound Sales environment preferred.Knowledge, Skills, and Abilities:  · Excellent interpersonal skills required.· In depth computer skills including e-mail, Netscape and Microsoft Office required.· Excellent verbal and written communication skills required.· Passion for the childcare and early childhood education industry required. · Strong communication and collaboration skills required. · Strong conflict resolution and problem-solving skills required. · Strong sales skills required. · Ability to quickly learn the Company's corporate and field operating structures and procedures required. · Ability to work under pressure and adapt to a changing work environment required.    We offer a comprehensive benefits package, childcare discount and more! To apply for this position, please click the Apply Now button. To see a list of all of our current openings, please visit our website at http://knowledgelearning.careers./. Knowledge Learning Corporation is proud to be an Equal Opportunity Employer. *CB*