Our Bright Horizons Contact Center has won award after award, includingbeing named a Center of Excellence for five consecutive years, as well asthe honor of being named one of the Top 50 Call Centers in North America.These awards can all be attributed to the continuous support and developmentfrom the Quality Assurance team, who is now in search of a Customer IssueResolution Specialist!

　　As the Customer Issue Resolution Specialist you will maintain and restorecustomer confidence that may have been compromised by service issues bypromptly addressing any issues and resolving them to the satisfaction of thecustomer. You will perform analysis of service issues to improve the qualityof the Back-Up Care Advantage program as well as its organizational processand procedures.

　　What you will be doing:Manage the Voice of the Customer survey process; measure and report resultsto management. Follow current processes to document and resolve customerissuesDocument and resolve customer issues and complaints including ongoinginteraction with the customer as needed; developing and implementing actionplans for resolving the issue.Perform analysis on service issues to identify trends and process improvementopportunities. Recommend additional training or coaching based on results ofanalysis.Promote quality and quality initiatives throughout the organization byrepresenting quality in taskforce teams and projects, as well as throughquality-sponsored promotions.

　　What we hope you will bring to the role:Bachelor's degree or equivalent experienceOutstanding customer service skillsAbility to work with difficult customers and de-escalate critical situationsExcellent organizational, written, and verbal communication skillsStrong knowledge of call center process and procedures

　　Use this verbiage and update as applicable to each role:This role has the following employment benefits: TAP needs to select theappropriate ones (PT may not be or temp roles)Health CareRetirementSick LeaveVacationPaid HolidaysDisability InsuranceLife InsuranceTuition Reimbursement

　　The compensation for this role is $45,000-$50,000

　　The range of compensation listed here or that may be discussed in theinterview process is what Bright Horizons in good faith anticipates offeringfor this job opening. Actual compensation offers will depend on a variety offactors including experience, education and training, certifications,geography, and other relevant business or organizational factors.

　　Life at Bright Horizons:

　　Our home office employees support all facets of our business - and no matterwhich department you join, you'll be part of a passionate team doing workthat makes a difference in the lives of children and families.

　　Our people are the heart of our company. Because we're as committed to ourown employees as we are to the clients we serve, our collaborativeworkplaces are designed to grow careers and support personal lives. Here,you'll find traditional perks (health insurance, 401(k), PTO,and flex spending) plus childcare discounts, education assistance, andso much more. Join us to experience how we support our people to realize theirpassion, possibilities, and purpose both at work and at home. All in aworkplace where you can be you. Come build a brighter future with us.

　　HAVING TECHNICAL ISSUES WITH YOUR APPLICATION?Contact us at [email protected] or 855-877-6866

　　Bright Horizons is dedicated to creating a workforce that promotes andsupports diversity and inclusion. We provide equal employment opportunities toall individuals without discrimination. Bright Horizons complies with the lawsand regulations set forth in the following EEO is the Law Poster: EEO -English and EEO - Spanish along with information on the Family and MedicalLeave Act (FMLA) and Employee Polygraph Protection Act (EPPA).

　　Applicants requiring a reasonable accommodation for any part of theapplication and hiring process should contact the recruitment helpdesk at855-877-6866 or . Determinations on requests for reasonable accommodation willbe made on a case-by-case basis.

　　Bright Horizons is dedicated to creating a workforce that promotes andsupports diversity and inclusion. We provide equal employment opportunities toall individuals without discrimination. Bright Horizons complies with the lawsand regulations set forth in the following EEO is the Law Poster: EEO IS THELAW.