Customer Support Representative

2 weeks ago

Cambridge, United States Cultural Care Au Pair Full time
Description

Position at Cultural Care Au Pair

The Customer Support Representative role gives insight into every aspect of our organization, setting up the right candidate for future growth opportunities within Cultural Care and greater EF. You will use your superior communication skills and timely responsiveness in this highly visible position within our company. Working mostly through phone and email communication, you serve as the primary resource of information and problem solving for our host families, au pairs, contractors and colleagues. Based in the Boston office with hybrid flexibility.

Your responsibilities include:
  • Effectively & kindly answer questions and resolve customer needs over the phone and email
  • Identify and implement opportunities to enhance customer experience
  • Engage in team-oriented activities: sharing ideas, giving feedback, and training new hires
  • Prioritize customer needs and set realistic expectations
  • Review documents to make sure we remain in 100% compliance with the US department of State
  • Call and email host families to remind them of program fees, due dates, credits and discounts
  • Responsible for the overall Accounts Receivable aspect of your region
Who you are:

You are a natural relationship builder, and truly enjoy working in a collaborative environment. If you disliked group projects in college, this job is not for you. If you want to play a major role in keeping our cultural exchange program healthy and vibrant for years to come, this job may be perfect for you. Innately you are able to maintain a positive attitude and make every customer feel like your top priority. With every inquiry from our program participants and Local Childcare Consultants (LCCs) you proactively add value to the overall customer experience, by being thorough, taking ownership of resolution and anticipating their future needs.

The ideal candidate:
  • Demonstrated relationship-building experience
  • The ability to be a natural motivator, bringing passion and enthusiasm to a team
  • 1-2 years of work experience, preferably in customer service
  • Problem solving and conflict resolution skills
  • Strong adaptability, flexibility, and resourcefulness
Why you'll love working here: Perks, Benefits, and more
This is the most fun, high caliber place you'll ever work. Ask any employee why they love EF (whether they've been here 10 minutes or 10 years) and they'll probably tell you the same thing: it's the people. When you work at EF, you join a purpose-driven, international and energetic community that thrives on continuous learning, fearless innovation and mutual support.

In addition, you can expect:
  • Paid International Business Travel opportunities
  • Eligibility for our Workplace Flexibility Program: This role is based in our beautiful downtown office, with up to two days working from home per week with our pilot hybrid work model
  • Commitment to professional growth: robust monthly calendar of trainings and workshops
  • Four weeks paid vacation your first year, ten paid holidays, and two floating holidays
  • 25% company match on your 401(k) contributions
  • Market-leading medical, dental and vision coverage, along with options for life and disability insurance, legal and pet insurance
  • Dependent care, healthcare and commuter Flex Spending Accounts (FSAs)
  • Access to fertility care and family-building support
  • Wellness benefits and a yearly fitness reimbursement
  • Frequent social and learning events, including access to our employee-run "EFinity" groups
  • Robust Employee Assistance Program
  • Tuition reimbursement
  • Tenure-based sabbatical eligibility
  • EF Product Discounts (discounts on travel, international language schools, childcare with our Au Pair product and more)
  • Discounts at local venues and businesses
  • Compensation: $52,000 starting salary. This role is also overtime eligible

About Cultural Care Au Pair

As the largest and most experienced au pair organization in the world, we believe that cultural exchange has the power to make the world a more welcoming, understanding, and open place. We build global families by bringing together international visitors with American host families-providing meaningful childcare for families, an unforgettable year in America for au pairs, and a culturally enriching experience for both parties.

Cultural Care Equal Opportunity Employment Statement:
Cultural Care is proud to be an equal opportunity employer and is committed to providing employees with a work environment free of discrimination and harassment. All qualified applicants will be considered for employment regardless of age, ancestry, color, gender identity, gender expression, marital status, national origin, physical or mental disability, race, religion, sex (including pregnancy), sexual orientation, parental status, Veteran status, or any other status or characteristic protected by applicable laws, regulations and ordinances. Discrimination or harassment based upon any of these factors is wholly inconsistent with everything we believe in and will not be tolerated. Furthermore, such discrimination or harassment may violate the laws and regulations in the locations in which we operate.

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