Customer Relations Specialist

Customer Relations Specialist
Cultural Care Au Pair
Location: Remote 

The Customer Relations team is a vital department within our cultural exchange program, providing our host families and au pairs with exceptional customer support and guidance during some of their most challenging times. With a heavy emphasis on program experience, conflict resolution and mediation, the department supports program participants when they decide to end their current hosting or au pair term and effectively coaches both parties to ensure future success on the program when possible. 

This role is a natural relationship builder and great problem solver. Working mostly through phone, text, and email communication, you support our host families and au pairs who are experiencing conflict with one another; actively listening, empathizing, building trust, problem solving and coaching them through resolution. You will work in collaboration with your director, the department customer service coach and our experienced team of Local Representatives to ensure our host families and au pairs are provided with exceptional customer support and care.

Responsibilities:

• Meeting service level agreements, including response times, incident documentation, and escalating cases appropriately.
• Manage a workload of up to twelve rematch cases end to end per week, ensuring each case is addressed promptly and effectively through match or refund. 
• Address 20 -30 program support cases weekly, providing timely assistance and solutions to program participants.
• Managing complex situations with confidence, ensuring consistency and adherence to program guidelines and best practices while acting as a resource for customers as well as colleagues.
• Handle 10-20 au pair and host family proactive support cases weekly, demonstrating a proactive approach to addressing potential issues before they escalate.
• Complete chat/phone shifts weekly to ensure a timely response to our customers and meet their needs, fostering proactive engagement and support.
• Maintain communication with customers you have previously supported, providing reassurance and guidance to participants throughout their program year.
• Collaborate with the regional director department to align strategies and initiatives, ensuring seamless operations and customer satisfaction.

You are:

• Strong communicator: effectively communicate with customers and colleagues. This includes but is not limited to: mediation and conflict resolution between a host family and au pair, coaching and guiding our program participants towards future success, and empathetically communicating difficult messaging/next steps to customers.
• Strategic: able to organize daily responsibilities to be efficient and deliberate in accomplishing goals, managing time and competing priorities with ease.
• Resilient: a natural ability to have a challenging conversation, navigate it with empathy, and move on to the next priority with the same energy. 
• Problem solver: able to actively listen and assess many opinions and experiences objectively to create the best solution, involving appropriate parties at each step.
• High sense of responsibility: motivated to have full ownership over assigned case load, seeing a situation through to resolution while thoroughly documenting all customer correspondence.
• Flexible: can pivot and adapt quickly to new processes to meet company and customer needs, and apply learnings from one situation to the next.
• Collaborative: works effectively with internal departments to create one cohesive, exceptional customer experience. 
   

Requirements:

• 2-3 years of experience in a customer service role.
• Proven ability to efficiently manage high volumes of calls, emails, and daily responsibilities.
• Demonstrated ability to effectively manage proactive support cases, ensuring timely resolution and customer satisfaction.
• Excellent written and verbal communication skills.
• Problem solving and conflict resolution skills.
• Strong attention to detail and follow through.
• A natural motivator and connector, bringing passion and enthusiasm to a team.

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:

• 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
• Exciting business travel opportunities
• 25% company match on your 401(k) contributions
• Market-leading medical, dental and vision coverage, along with options for life and disability insurance, accident and hospital insurance, legal and pet insurance
• Dependent care, healthcare and commuter Flex Spending Accounts (FSAs)
• Access to fertility care and family-building support
• Wellness benefits including a yearly fitness reimbursement
• Frequent social and learning events, including access to our employee-run resource groups
• Robust Employee Assistance Program
• Tenure-based sabbatical eligibility
• EF Product Discounts (discounts on travel, international language schools, Au Pair program and more)
• Discounts at local venues and businesses
• Compensation for this role starts at $55,000 with an opportunity for higher salary based on experience.