Seasonal Customer Experience Specialist

3 weeks ago

Oakland, United States Galileo Learning Full time
Company Description

Galileo is a nationally recognized summer day camp that's all about empowering young innovators to change the world With over 70 diverse communities served and hundreds of thousands of kids inspired since 2002, we are a leader in the Innovation Education Movement.

Here, innovation, purpose and personal development converge, creating an environment where your talents shine, and your impact is celebrated. We invest, test and continually iterate to sustain a culture that values Diversity, Equity, Inclusion, and Belonging. In fact, we were named one of the Best and Brightest Companies to work for in the Nation in 2023. We have also been on the Best Places to Work in the Bay Area list more than 12 times, were named one of Forbes' Best Small Companies in 2017, and a Top 100 Real Impact Company in 2019.

If you are intrigued by innovation education, project-based learning, and working in a professional, welcoming, kid-centered environment, join us

Job Description

The Customer Experience Specialist holds a pivotal role within our Customer Support team at Galileo Learning. Our Customer Success team comprises experts in building relationships, driven by a profound pride in Galileo's programs and an unwavering dedication to exceptional customer experience. As part of this team, you'll collaborate with charismatic problem-solvers and storytellers who consistently demonstrate thoughtfulness and empathy in their approach.

YOU ARE ACCOUNTABLE FOR:
  • Act as the voice of Galileo, illustrating the camper experience through the use of compelling narrative to camper families and prospective clients, while identifying opportunities to register for additional weeks of camp and add-on services.
  • Respond to a high volume of email, and phone inquiries (Galileo received over 86,000 enrollments in 2023) while maintaining excellent customer service, 100% accuracy and incredibly prompt response time.
  • Uphold Galileo's highest standards of service while serving as the main point of contact for guardians and staff, resolving inquiries and responding with empathy to concerns to build lasting relationships.
  • Masterfully leverage tools like Salesforce, Talkdesk and Google Suite to manage customer accounts.
  • Assist with Galileo's scholarship program by working with teammates to review and award scholarship applications.
  • Assist with customer service projects, contributing to efficiency and creating a creative mindset.
YOU ARE:
  • Inspired by Galileo's mission and purpose. Innovation education, project-based learning, and working in a professional, welcoming, deeply camp-inspired culture should sound like things you're ready to explore or sign up for.
  • A visionary collaborator, you can confidently contribute to the Galileo mission and have the team-oriented mindset to work with others to realize it effectively.
COMPENSATION

We anticipate total compensation for this Full-Time, exempt position to be $18.00-$20.00. Exact compensation may vary and will be based on multiple factors, including geography and professional experience.

BENEFITS
  • Paid sick leave is accrued at a rate of one hour per every thirty hours worked. Accrual begins on the first day of employment. Paid sick leave may be used beginning on the 90th day of employment.
  • Unlimited free camp for your child(ren), OR two free weeks to be gifted (including AM/PM Extended Care)
  • 10% Friends and Family Discount for Galileo Camps
  • Priority scholarship nominations for Galileo Camps
  • Membership in the Galileo Alumni Community of over 20,000 inspiring changemakers
WORK LOCATION
  • Remote, work-from-home, location is possible in the following states: Arizona, California, Colorado, Illinois, Massachusetts, Texas, North Carolina, New York, or Washington. We are currently only able to employ candidates who are based in the states listed here.
SCHEDULE
  • 25 hours/week from March-May, 40 hours/week from May-Early August. Flexibility to work weekends when necessary.
  • Availability required until 6pm PST, to accommodate the needs of the business in different timezones.
  • One-two camp visits per summer season, visiting the closest site to remote working location.
Qualifications
  • 1-2 years experience in a customer service role preferred
  • Comfortable with learning new technologies and familiar with basic office tech (Slack, Google Suite, CRMs)
  • Excellent attention to detail, with a professional, enthusiastic and warm customer presence
  • Spanish speakers are a plus, but not required.
We are committed to building a diverse and inclusive team and strongly encourage applications from individuals of all backgrounds and experiences. If you think you have what it takes to be successful in this role, we encourage you to apply.

Additional Information

During the onboarding process, you may need to complete a Tuberculosis (TB) screening, a background check, and mandated reporter training (California only). More details will be provided during your onboarding process.

PHYSICAL DEMANDS
  • Occasionally lift and carry up to 30 lbs.
  • Constantly operate a computer (including typing, reading)
  • Frequently remain in a stationary position for extended periods of time
  • Constantly communicate in-person, virtually, and from a range of distances
  • Frequently remain in a stationary position for extended periods of time, sitting or standing

EQUAL OPPORTUNITY EMPLOYER

Galileo Learning is an Equal Opportunity Employer. We prohibit discrimination and harassment of any type and provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We comply with the ADA and provide reasonable accommodations that allow qualified applicants/employees to perform the essential functions of the job. To request accommodation, contact our People Services team. Please note that our job descriptions are only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties.

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