Seasonal Customer Experience Specialist

Company Description

Galileo is a nationally recognized summer day camp dedicated to empowering young innovators to change the world! Since 2002, we’ve inspired hundreds of thousands of kids across 70+ diverse communities, becoming a leader in the Innovation Education Movement.

At Galileo, innovation, purpose, and personal growth come together to create an environment where your unique talents shine, and your impact is celebrated. We’re committed to fostering a culture that champions inclusion for all, continually innovating to ensure every voice is heard. We have been named one of the Best and Brightest Companies to Work for in the Nation four times, including in 2024, and we’ve made the Best Places to Work in the Bay Area list over 12 times.

Come join us for a joy-filled summer in a mission-driven environment where you'll be part of something truly special!

Job Description

ABOUT THE JOB
Reporting to the Director of Revenue, the Customer Experience Specialist holds a critical role within our Customer Support team at Galileo Learning. This role is essential in delivering top-notch service across both direct enrollments and our third-party partnerships. You’ll work alongside a team of dedicated relationship-builders who are passionate about Galileo’s mission and programs, delivering an outstanding experience for camper families with a focus on empathy, accuracy, and a customer-first mindset.

YOUR RESPONSIBILITIES: 

• Serve as the voice of Galileo, bringing the camper experience to life for families and prospective clients by sharing compelling narratives and identifying opportunities for additional camp weeks and services.

• Utilize Salesforce, Talkdesk, Google Suite, and other essential office tools to manage customer accounts and support the Galileo scholarship program, contributing to the review and awarding of applications.

• Demonstrate adaptability with new technologies and proficiency with basic office tech (Slack, Google Suite, CRMs).

• Efficiently manage and respond to a high volume of inquiries via email and phone, upholding Galileo's highest standards of service and ensuring 100% accuracy and prompt response times.

• Act as the primary point of contact for both direct customer inquiries and partnership-based enrollments, maintaining exemplary service standards, resolving inquiries with empathy, and building lasting relationships.

• Accurately process a high volume of enrollments, ensuring meticulous attention to detail, and monitor availability on partnership platforms through weekly audits to uphold enrollment accuracy.

• Proactively collaborate with external partnerships, such as backup care, scholarships, external bookings, and group reservations, ensuring exceptional customer service through clear communication and streamlined processes.

• Take ownership of assigned Customer Service projects, applying a creative and efficient mindset to drive customer experience improvements while developing expertise in various business areas tailored to your skills.

Qualifications

YOU ARE:

• Experienced in a customer service or data entry role (1-2 years preferred).

• Detail-oriented with a professional, enthusiastic, and warm presence, along with an empathetic approach to customer interactions.

• Competitive, self-motivated, and able to work both independently and collaboratively, with a willingness to go the extra mile.

• Comfortable working in a high-energy, fast-paced environment with excellent attention to detail and a customer-focused mindset.

• Bilingual in Spanish (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.

YOUR MINDSET:

• Inspired by Galileo’s mission and purpose; innovative education, project-based learning, and thriving in a welcoming, camp-inspired culture are concepts that excite you.

• Dedicated and passionate about the customer journey, committed to providing top-notch service, and leaving no stone unturned to ensure a long-lasting, positive experience for every customer.

• A visionary collaborator who contributes confidently to the Galileo mission and has a team-oriented mindset to work with others toward shared goals.

COMPENSATION

We anticipate total compensation for this exempt role to be $18-$21 per hour. Exact compensation may vary and will be based on multiple factors, including geography, professional experience, and bilingual abilities or proficiency in multiple languages.

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

WORK LOCATION

This is a remote, work-from-home position, available to candidates residing in the following states: California or Washington. We are currently only looking for candidates residing in PDT.

Remote work will require daily participation in team trainings on Zoom, as well as handling customer phone calls. To support a remote role, you are expected to have a dedicated workspace that accommodates the demands of the job, ensuring a professional environment free from interruptions, noise, and distractions.

SCHEDULE & TIME COMMITMENT
This seasonal, sliding-scale position starts at an average of 25-30 hours per week in the off-season, increasing to full-time as camp season begins in early June. While we prioritize work-life balance, flexibility is essential; occasional extended hours may be needed to meet deadlines, including one weekend shift per month (June-July) and some evening availability based on business needs. Availability until 6 PM PST is required to support our teams across time zones. Additionally, HQ staff are encouraged to visit camp locations at least once between June and August.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable people with disabilities to perform the essential functions.

• 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

Additional Information

During your 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. 

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 accommodation that allow qualified applicants/employees to perform the essential functions of the job. To request an 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.