Job Details

Job Description

About the Role

Our client, a well-known education organization, is seeking an enthusiastic, thoughtful, and highly motivated Family Operations Specialist to support customers throughout their customer journey. This role is part of the client operations team, which focuses on creating an exceptional customer experience such as problem resolution and billing support. This is a high-volume, multi-channel call center position ideal for someone who thrives in a fast-paced remote environment and displays a high attention detail and empathy.

Location: Remote (U.S.)

Compensation: $19/hour

Schedule: Full-time, Contract

Environment: Work From Home (fast-paced, customer support)

Primary Focus - Problem Resolution

• Provide premier customer service by connecting with families, understanding their concerns, and resolving issues with empathy and accuracy.
• Support billing inquiries, account updates, system navigation, and general program questions.
• Manage a high volume of inbound calls; also assist families via email and chat.
• Ask clarifying questions, interpret situations, and determine next steps for successful resolution.
• Document all interactions thoroughly in the internal ticketing/CRM system.
• Personalize communication verbally and in writing; follow up to ensure complete resolution.
• Identify recurring questions or trends and share feedback with leadership.
• Collaborate with teammates and internal partners to solve complex issues effectively.

Cross-Functional Coordination

• Build strong relationships with internal departments (e.g., billing, operations, IT) to support smooth customer experiences.
• Assist employees of partner organizations seeking backup care solutions.

What You'll Bring

• Strong customer service skills and a genuine desire to help others.
• Motivated, proactive work style with the ability to adapt quickly.
• Prior remote call center experience is a plus.
• Logical problem-solving abilities and sound judgment.
• Ability to stay calm, professional, and patient under pressure.
• Excellent written and verbal communication skills, especially for email and chat.
• Ability to navigate multiple systems and windows at once.
• Strong organization, time management, and ability to shift priorities quickly.
• Team-oriented attitude and willingness to share ideas and improvements.
• Bilingual (English/Spanish) is a plus.

Work Environment & Requirements

• Fully remote; requires reliable high-speed internet and a quiet workspace.
• Ability to work assigned shifts; some peak-time or seasonal schedule variations may occur.
• Comfort working in a fast-paced, metrics-driven environment.
• Must maintain confidentiality and professionalism at all times.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.

Job Reference: JN -022###-####08