Bright Horizons
Customer Care Specialist, Back Up Care
🇺🇸 Remote - US
🕑 Full-Time
💰 $19 per Hour
💻 Customer Support
🗓️ October 13th, 2025
Edtech.com's Summary
Bright Horizons is hiring a Customer Care Specialist, Back Up Care. The role involves providing exceptional customer service by handling incoming and outgoing calls, managing reservations, and educating customers about Bright Horizons' programs and policies. The specialist supports one of the company's service lines, assisting customers and maintaining relationships with internal and external providers.
Highlights
- Handle inbound and outbound calls related to child care and back-up care services.
- Schedule reservations and appointments, check availability, and manage cases.
- Provide detailed information on company services, policies, and client-specific procedures.
- Assist customers via phone, chat, and email by troubleshooting and resolving issues.
- Maintain relationships with internal teams and external network providers.
- Requires at least 1 year of customer service or call center experience.
- Proficient in Microsoft Outlook and Word; 35+ WPM typing skills required.
- High school diploma required; Associates degree preferred.
- Bilingual Spanish skills and higher education exposure are preferred.
- Starting pay rate is $18.75 per hour with health, dental, vision, 401(k), and disability benefits.
Customer Care Specialist, Back Up Care Full Description
Customer Care Specialist, Back Up Care
Contact Center
Full time
Remote
Full time
Remote
PRIMARY PURPOSE
Provide the customer with an exceptional service experience. Specializes in one business line of Bright Horizons, supporting either our full service child care, Back-Up Care Advantage, College Coach, or EdAssist divisions.
MAJOR FUNCTIONS/RESPONSIBILITIES
Depending on the line of business, the position may perform some or all of the below functions:
MAJOR FUNCTIONS/RESPONSIBILITIES
Depending on the line of business, the position may perform some or all of the below functions:
- Handle incoming calls for one or more lines of business that may include taking reservations, scheduling appointments, or researching the status on customer’s education needs.
- Perform outgoing calls for one or more lines of business that may include confirming reservations, scheduling appointments, or sharing the research results with customers.
- Educate customers on Bright Horizons’ services programs, policies, and procedures, and help them to understand any client specific processes, documentation, and timelines.
- Respond to customer inquiries assessing their childcare needs and promoting Bright Horizons’ offers.
- Complete reservation process, place outgoing calls to customers and providers, check service availability, and open/resolve cases as needed.
- Establish and maintain relationship with internal and external network providers.
- Assist customers on the phone, chat, and/or through e-mail communication by troubleshooting, researching, and resolving their immediate needs.
- Provide follow-up communication and/or update expectations with customers, in accordance with agreed upon timeframes.
- Manage assigned daily work queue by making outbound calls, chats, and/or emails in a timely manner as identified by service level standards.
- Meet and/or exceed defined performance standards.
- Assist escalated customers when appropriate.
- Sustain the highest level of customer experience and professionalism through all interactions.
DECISION MAKING AUTHORITY
Ability to work autonomously but defer to management for complex or unusual situations
RECOMMENDED EDUCATION/ EXPERIENCE/ SKILLS
Requirements:
Requirements:
- High school diploma or equivalent, Associates degree preferred.
- Minimum 1 year customer service, help-desk, and/or comprehensive call center knowledge.
- Outstanding customer service and soft sales skills.
- Excellent written and verbal communication skills with ability to document content of phone conversations accurately.
- Exceptional organizational and time management skills, in addition to, the ability to work closely with other team members and departments.
- Typing proficiencies of 35 wpm/and above average data entry skills required.
- Proficient in basic Microsoft Office applications (must know Outlook and Word at a minimum).
- Ability and willingness to learn and gain proficiency in new software systems.
- Ability to determine needs of the caller and obtain necessary information without following a scripted process.
- Exposure to Higher Education valuable.
- Bilingual skills (Spanish) preferred.
Salary and Other Compensation Disclosures
The starting rate for this position is $18.75 per hour. The pay range listed here is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers within this range will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.
Benefits:
The Company offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) retirement plan
- Life insurance
- Long-term disability insurance
- Short-term disability insurance
Deadline to Apply Information:
This posting is anticipated to remain open until 10/13/2025.
