Family Concierge Coordinator - Remote

The Family Concierge Coordinator will be responsible for owning a case load, researching resources for internal and external benefits and creating care plans that will be shared with those families. The Family Concierge Coordinator will also continuously support the Family Concierge team with improved resources and materials.

This is a Remote position available in the United States.

Bright Horizons is trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.

Responsibilities:

• Commit to making sure each and every customer has fantastic experience through the quality of documentation and research prepared for their unique care needs.

• Research solutions for customers via email, phone and internal systems.

• Navigate multiple data systems simultaneously and assist with data validation.

• Grow to understand the core needs of the families we support to then provide out of the box solutions, content, and research.

• Assist on special projects to ensure the continued success and growth of the family concierge line of business.

• Research and contact potential local and national resources within our family of companies that meet our customer’s needs. Daily outbound communication to ensure best options are provided to customers.

• Providing daily assistance to the Family Concierge team’s caseloads including updating and editing documentation, cross functional collaboration with team members and attending team meetings.

• Have a continuous focus on providing more robust resources to the team to support the service’s scalability.

• Meet or exceed customer satisfaction goals and Service Level Agreement metrics.

• Occasionally correspond and coordinate with clients on their care needs.

Qualifications:

Required - 3 years relevant professional experience

Additional Job Requirements

3+ years relevant professional experience.

• Case management experience is a bonus, but not required.

• High School Diploma

• You are proactive, solution-oriented, and able to work efficiently in a fast-paced environment.

• Organized, with strong attention to detail and a passion for delivering excellent customer service.

• Innovative problem solver who can find creative solutions to customer needs and is comfortable making decisions with a high degree of autonomy.

• Excellent written and verbal communication skills

• Must be positive, goal-oriented and able to work well independently as well as on a team

• Strong customer service, technical, computer, and written skills

• Drive to continuously go above and beyond every day.

• Minimum …