Our Bright Horizons Contact Center has won award after award, including being named a Center of Excellence for five consecutive years, as well as the 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 development from the Quality Assurance team, who is now in search of a Customer Issue Resolution Specialist !

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

　　What you will be doing:

　　Manage the Voice of the Customer survey process; measure and report results to management. Follow current processes to document and resolve customer issues.

　　Document and resolve customer issues and complaints including ongoing interaction with the customer as needed; developing and implementing action plans for resolving the issue.

　　Perform analysis on service issues to identify trends and process improvement opportunities. Recommend additional training or coaching based on results of analysis.

　　Promote quality and quality initiatives throughout the organization by representing quality in taskforce teams and projects, as well as through quality-sponsored promotions.

　　What we hope you will bring to the role:

　　Bachelor’s degree or equivalent experience

　　Outstanding customer service skills

　　Ability to work with difficult customers and de-escalate critical situations

　　Excellent organizational, written, and verbal communication skills

　　Strong 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 the appropriate ones (PT may not be or temp roles)

　　Health Care

　　Retirement

　　Sick Leave

　　Vacation

　　Paid Holidays

　　Disability Insurance

　　Life Insurance

　　Tuition Reimbursement

　　The compensation for this role is $55,000

　　Compensation Range: 55,000

　　The range of compensation listed here or that may be discussed in the interview process is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers will depend on a variety of factors 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 matter which department you join, you’ll be part of a passionate team doing work that makes a difference in the lives of children and families.

　　Our people are the heart of our company. Because we’re as committed to our own employees as we are to the clients we serve, our collaborative workplaces 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, and so much more. Join us to experience how we support our people to realize their passion, possibilities, and purpose both at work and at home. All in a workplace 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 and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: EEO – English (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) and EEO – Spanish (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeosp.pdf) along with information on the Family and Medical Leave Act (FMLA) (https://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf) and Employee Polygraph Protection Act (EPPA) (https://www.dol.gov/whd/regs/compliance/posters/eppac.pdf) .

　　Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the recruitment helpdesk at 855-877-6866 or [email protected] . Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

　　Passion, Potential, and Possibilities

　　All three await you in a Bright Horizons ® career. Whether you work in one of our child care centers, a corporate office, or a family’s home, you’ll be part of a company named 20 times as one of FORTUNE’s “100 Best Companies to Work For.” (https://youtu.be/IkTDOR2cFHA) ​​​​​​​Join a team driven to make a difference, one child, one family, and one organization at a time. Come build a brighter future with us .