Bilingual Customer Experience Specialist
About The Position
As the first point of contact for families at Keystone Science School (KSS), the Customer Experience Specialist plays a vital role in shaping both first and lasting impressions. This position ensures a seamless and welcoming experience by guiding families through key processes such as check-in, check-out, and program logistics while delivering clear and professional communication. Additionally, the role is responsible for maintaining essential systems, upholding compliance with administrative policies, and streamlining operations to enhance efficiency. By balancing customer service with operational oversight, this position contributes to a positive and coordinated experience for all KSS participants.
Requirements
- Fully Bilingual (Spanish/English).
- Strong command of communication, writing, in Spanish and English.
- Professional phone and email etiquette.
- Proficiency in Microsoft Office 365, Google Suite, Asana, Slack, and donor database software.
- Multi-task efficiently while managing a high-volume workload in a fast-paced, changing environment.
- Ability to effectively interact with people of diverse backgrounds and different levels of experience.
- High School Diploma or GED.
- 1+ years of professional customer service experience.
- Ability to pass a comprehensive background check.
- Dexterity, auditory and visual acuity to operate computers and phones or mobile devices.
- Auditory and visual acuity to interact with guests and clients on a daily basis.
- Able to work for long periods of time without a break during the conduct of presentations and events.
- Able to lift 25 lbs. with minimal assistance.
- Able to successfully manage multiple, high-priority tasks in a fast-paced environment.
Responsibilities
- Manage participant registration and payment processing, including tracking outstanding balances.
- Facilitate program check-in and check-out for participants.
- Manage lost & found, attendance tracking, and administrative policies (e.g., cancellations, refunds).
- Ensure all required forms and documents are submitted before participation.
- Oversee paperwork collection and distribute necessary information to internal teams.
- Serve as the primary point of contact for families via phone, email, and in-person interactions.
- Answer questions about programs, logistics, and policies with clarity and professionalism.
- Assist in executing strategic, customer-focused communication efforts.
- Send, collect, and analyze survey data to enhance programming.
- Support the KSS School Store by handling inventory, purchases, and online orders.
- Provide general office support, including mail distribution and supply management.
- Assist in program promotion and organizational outreach efforts.
Benefits
- Paid time off including PTO, sick leave, and holidays
- Comprehensive medical, dental, and vision insurance
- 401(k) with 3% Employer Match
- Employee Assistance Program (EAP)
- Hybrid work options
- Weekly staff lunches
- Short and long term disability (STD/LTD), Paid Family Medical Leave and life insurance
- Outdoor retailer discounts and discounted ski pass opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
