Client Services Associate

Work with the regional director, regional managers and director to achieve the Bright Horizons' goals of parent/guardian satisfaction, quality programming and financial success. Responsible for managing and developing center demand and parent/guardian relationships through outstanding customer service. Will manage the registration and reservation processes and families information. He/she must maintain confidentiality regarding center/network business and interact professionally with visitors, clients, staff, parents/guardians and colleagues.

• Greet all visitors to the center with a friendly, courteous and professional demeanor

• Answer the telephone in a professional manner responding to inquiries and providing information

• Be attentive, flexible and supportive of children and their families during transitions to and from classrooms

• Respond to parent/guardian comments, concerns and complaints with sensitivity, interest and respect

• Maintain confidentiality concerning other staff members, children and families or BH management and operations

• Respond to all inquiries in a timely fashion via the telephone or through e-mail

• Establish and maintain a relationship of cooperation and respect with coworkers

• Communicate directly, work to resolve conflicts quickly and avoid gossip

• Maintain an organized, orderly environment that welcomes families into the center

• Alert center team to first time use at the center; escort family to the proper classroom and introduce them to staff

• Assist in providing tours of the center to interested parents/guardians and potential clients

• Support organizational mission, philosophies, values, goals and policies to parents/guardians, coworkers and community

• Ensure continuity of service by reporting to work on time and maintaining consistent attendance

• Become proficient at use of PCS software

• Participate in center goal-setting for use, registration levels and outreach activities

• Generate and analyze center use and registration reports to understand use by client towards membership, client registration levels and reasons behind use, turn away, and cancellations

• Partner with client relations and services teams in understanding priority clients for the center, meeting client and parent needs and conducting necessary outreach

• Lead development and implementation of parent outreach initiatives to increase utilization, registrations, and memberships in the center to meet center goals

• Responsible for registration process to ensure that interested parents become fully registered and able to use the center; and maximize registration levels by client

• Responsible for center's reservation system to balance multiple clients and parent requests; manage demand to promote utilization levels according to client priorities

• Provide our customers with high quality, proactive service, while being able to handle challenging situations in a professional manner; and project a professional and positive image in all interactions

• Welcome all visitors and families (parents/guardians, children, clients, tours, etc.) to the center in person or by phone

• Assist with their transition to the program and provide needed forms and information

• Train other staff members to be able to manage front desk and the PCS database

• Support the center teams and all corporate staff in the spirit of the Bright Horizons mission

• Participate in center activities and staff meetings as part of center team

• Assist in outreach by providing presentation and/or visibility tables at client sites

• Responsible for managing parent/guardian co-payments and maintaining accurate account information (may be responsible for depositing payments in center bank account-at discretion of director)

• Responsible for ensuring that children's files meet licensing and Bright Horizons requirements for information, and for maintaining paper and computer registration files

• Lead outreach to parents/guardians to ensure that missing information is received and files are continually updated

• Responsible for maintaining accurate and complete information in center's computer reservation system and for generating use reports as needed

• Partner with director in staff scheduling and help anticipate and resolve any staffing issues to meet utilization levels

• Partner with director and region in acquiring part time teachers to maintain set ratios at all times

• Provide classroom support when necessary

• Ensure the security of the center at all times, based on Bright Horizons Best Practices

• Check identification of individuals entering the center

• Monitor center security levels and alert center staff to potential risks

• Ensure that all safety equipment, including security cameras and VCR's/DVR's are operating properly

• Assist with all center evacuations (i.e. fire drills)

• Be aware of the exact number of children in the center at all times

• Additional responsibilities as necessary

Physical Requirements:

This position requires the employee to comply with all applicable federal, state, local, Bright Horizons', and client site requirements concerning immunizations, employment physical/screening, and health and safety training. If hired, you will work in person in an early education/preschool child care center to provide supervision, care, curriculum delivery and services per Bright Horizons' policies, procedures and guidance, in compliance with any applicable laws and regulations, and in a manner that will ensure the safety of children in Bright Horizons care and the employee.

The full set of physical requirements for this role can be reviewed at https://careers.brighthorizons.com/job-descriptions. Bright Horizons complies with all laws that require reasonable accommodations for qualifying disabilities and/or pregnancy-related limitations.

Compensation:

The hourly rate for this position is between $25.91-$31.67 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:

Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical, dental, and vision insurance

• 401(k) retirement plan

• Life insurance

• Long-term and short-term disability insurance

• Career development opportunities and free college degrees through our Horizons CDA & Degree Program

Deadline to Apply:

Bright Horizons is accepting applications for this role on an ongoing basis.

Our people are the heart of our company. Because we're as committed to our own employees as we are to the children, families, and clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Come build a brighter future with us.

Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights, Family and Medical Leave Act (FMLA)and Employee Polygraph Protection Act (EPPA).

If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.