Client Services Associate

Bright Horizons • Hanover Township, NJ

6d • $23 - $26 • Onsite

About The Position

PRIMARY PURPOSE 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. Part time position - Monday through Friday 7am -11 am or 12pm-4pm MAJOR FUNCTIONS/RESPONSIBILITIES Public Relations 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 Parent/Guardian Outreach 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 Client/Parent/Guardian/Community Relationships 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) Administration 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 Health & Safety 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

Requirements

• Candidates must pass required state and company background checks, and meet state and company minimum education and experience requirements
• 18 years of age with a high school diploma or GED is required
• 1 year of experience working in child care, daycare, or preschool settings is preferred
• CDA or Associate degree in early education or related field is preferred
• 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.

Nice To Haves

• 1 year of experience working in child care, daycare, or preschool settings is preferred
• CDA or Associate degree in early education or related field is preferred

Responsibilities

• 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

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED