Part Time Remote Customer & Family Support Specialist | $20 an hour – Part-time

Ready to shape the future of family care? Join our Family Support Services team!

To ensure all interested candidates have a full chance of consideration, we encourage careful review and adherence to the application steps

Helpr is seeking a dynamic individual to join our team as a key player in driving customer acquisition and fostering strong relationships with clients and contractors. Reporting to the Customer Experience Manager, this role is pivotal in our consumer-facing operations. The ideal candidate thrives in a fast-paced, tech-savvy environment, adeptly handles service requests across multiple platforms, and brings at least two years of customer support experience.

Beyond technical skills, we value a personable approach, quick thinking, and a genuine passion for helping others. Helpr takes pride in our commitment to excellence, creating meaningful connections, and delivering exceptional service that goes beyond expectations. Your ability to communicate effectively through various channels, including email, phone, video chat, and text, coupled with your knack for relationship-building and resolving conflicts, will make you an invaluable asset to our team.

This is a part-time, remote position with 12 hours per week guaranteed and the potential to grow to 30 hours per week and potentially full time in the future. We'd love to find someone who can start on or around the first week of September 2024.

This role has a set schedule

Saturdays 7am – 2pm EST

Sundays 8am – 2pm EST

This schedule is non negotiable, these hours must be covered. Please do not apply if this schedule does not work for you.

We're growing! We may add additional hours to this schedule soon (also morning/day shifts) and there is potential to grow into full time down the road.

About Helpr

Helpr is a backup family care platform that provides working parents with high-quality, affordable care in-home, online, and at centers. Backup care covers gaps in your regular childcare, adult care, or elder care.

Using Helpr's software platform, working families find and manage trusted backup child and adult care services, while the companies they work for track and subsidize a set number of those backup caregiving hours per year. We believe that reliable, affordable, and high-quality child and adult care should be easily accessible for all families. With over 15 years of experience in the care industry, Helpr cares about providing quality care for all.

Job Summary

As a member of Helpr's Customer Support & Family Services team, you'll assist clients and care providers with inquiries and offer solutions that enhance customer acquisition and retention. Your role involves more than standard responses; it's about empathetic engagement and providing innovative solutions, especially in coordinating backup care for working parents. We value candidates who can truly connect with our clients, contributing to the strength and reputation of the Helpr brand with each interaction.

Responsibilities

• Efficiently manage incoming calls, emails, texts, and bookings.
• Build sustainable relationships through open, interactive, ongoing communication.
• Provide accurate, valid, and complete information on Helpr benefits and services.
• Handle client feedback and complaints with compassion and empathy, upholding product and service integrity.
• Offer appropriate solutions to care placement or software issues and alternatives within Service Level Agreements, ensuring follow-up for resolution.
• Document client interactions and actions in a timely manner following the processes provided.
• Adhere to communication procedures, guidelines, and policies, researching answers or solutions as necessary.
• Escalate support tickets when higher-level assistance is needed.
• Maintain the highest level of security and confidentiality protocols.
• Go the extra mile to engage customers, representing the Helpr brand and values.
• Provide technical support to all levels of users of Helpr software as well as create and follow up on technical support tickets with the Development team.
• Conduct personalized 1:1 video meetings with clients to guide on utilizing Helpr employee benefits for care needs; full training provided.

Requirements

• You must speak fluent conversational Spanish and English to be considered for this role. Your role will involve communicating with clients in both Spanish and English on a daily basis and across communication channels (phone, email, video chat, text, etc.). Bonus points if you speak French as well!
• Exceptional interpersonal and customer service skills, with a knack for adapting to diverse personalities.
• Excellent written and verbal communication, capable of engaging effectively across phone, email, video chat, and texting.
• Effectively navigate, understand, and utilize technology to accomplish tasks, solve problems, and achieve goals and guide others to do the same.
• Proficient in writing clear, concise, and grammatically correct correspondence.
• Solid record-keeping and analytical abilities, with a flair for process improvement.
• Proficient in managing phone interactions and maintaining active listening.
• Skilled in multitasking, prioritizing, and managing time efficiently.
• Strong problem-solving and critical thinking capabilities.
• Meticulous attention to detail and commitment to diligence.
• Proven high-achiever mindset.

BONUS points if you are: tech-savvy or have worked for a tech-forward company, experienced in caregiving, multilingual, and/or knowledgeable in child development or psychology.
URL:  https://www.indeed.com/viewjob?jk=301af9d031756785

Tagged as: Part Time, Pays $20+ an Hour, Remote