Parent Support Specialist - Customer Service

OpenEd provides customized education and resources to learners and families across the country. The Parent Support Specialist I provides timely, professional support to families throughout enrollment, reimbursements, educational program planning, and community engagement. The role also manages support tickets, documents interactions, coordinates with internal teams and partner schools, and develops solutions to improve the customer experience.

Responsibilities:

• Provide direct and immediate support to parents via phone, text, email, online chats, video conferences, and social media community forums through answering questions about their child’s educational program
• Use OpenEd's help ticketing system to efficiently triage and respond to parent requests
• Maintain accurate records of interactions with parents, document frequently asked questions, and update databases as needed
• Advise parents/guardians on building an education program schedule that fits the unique needs of their child
• Participate in Parent Support team meetings to collaborate on the best ways to serve OpenEd families
• Coordinate with team members to provide consistent, up to date, information across all channels
• Liaise with team leads and partner schools with complex situations where necessitated
• Manage the intervention process to balance program requirements and assist with setting up families for success
• Administer or assist with daily Q&A sessions, or Parent Information Sessions, as assigned
• Plan or assist with community events, as assigned
• Proactively identify parent issues and develop strategic solutions

Requirements:

• You are an extremely detail-oriented, kind, personable, conversational, helpful, and highly organized individual with a patient disposition
• You have exceptional verbal and written communication skills and the aptitude to become a program expert
• You are comfortable engaging with families directly, problem-solving in real time, and continuously refining processes to enhance the customer experience
• You have a strong understanding that every child is unique and benefits from individualized learning and thrive in a fast-paced environment
• Familiarity with Google products such as Gmail, Calendar, Docs, Forms, Sheet, etc
• Associate's degree from an accredited college or university; or related advanced learning experiences
• 1-3 years of customer service experience, account management, or marketing
• Must be eligible to work in the U.S
• Hands-on experience managing tickets or customer interactions in a CRM (HubSpot, Intercom, Zendesk, or similar) is a plus