Customer Issue Resolution Specialist
Company: Bright Horizons Children's Centers
Location: Broomfield
Posted on: January 27, 2023
Job Description:
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 proceduresUse 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 ReimbursementThe compensation for this role is
$50,000Compensation Range: 50,000HAVING TECHNICAL ISSUES WITH YOUR
APPLICATION?Contact us at bhrecruit@brighthorizons.com or
855-877-6866Bright 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 and EEO - Spanish along with information on the Family and
Medical Leave Act (FMLA) and Employee Polygraph Protection Act
(EPPA).Applicants requiring a reasonable accommodation for any part
of the application and hiring process should contact the
recruitment helpdesk at 855-877-6866 or
bhrecruit@brighthorizons.com. Determinations on requests for
reasonable accommodation will be made on a case-by-case basis.
Keywords: Bright Horizons Children's Centers, Broomfield , Customer Issue Resolution Specialist, Other , Broomfield, Colorado
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