Customer Experience & Automation Specialist

HEALTHY KIDS PROGRAMS • City of Poughkeepsie, NY

2d • $18 - $21 • Onsite

About The Position

Healthy Kids Programs is seeking a Customer Experience & Automation Specialist to support families through registration and enrollment while improving the systems behind those processes. The role combines customer service, family enrollment, technology, and process improvement. The specialist serves as a primary contact for prospective and enrolled families, helps them navigate registration and childcare assistance programs, and identifies practical ways to simplify processes, automate repetitive work, improve communications, and strengthen systems.

This is a part-time position scheduled Monday through Friday, with one consistent six-hour weekday shift assigned at hire based on program needs. Available shifts are 8:00 AM–2:00 PM, 9:00 AM–3:00 PM, or 11:00 AM–5:00 PM. The position is located at Healthy Kids Programs, 2 Summit Court, Fishkill, NY 12524. Pay is $18–$21 per hour, depending on experience.

Healthy Kids Programs describes itself as a mission-driven, award-winning organization dedicated to accessible, high-quality childcare, with more than 150 locations offering Early Learning, Before & After School, and Summer Camp programs. It is a Certified Benefit Corporation and an equal opportunity employer committed to diversity, equity, and inclusion.

Requirements

• Experience in customer service, administrative support, registration, enrollment, or another client-facing operations role.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Comfort learning and using digital systems and technology platforms.
• Effective time management and ability to manage multiple priorities.
• Team-oriented mindset, flexibility, and adaptability.
• High school diploma or equivalent.

Nice To Haves

• Experience with childcare subsidy programs, public benefits navigation, enrollment services, case management, or family support services.
• Experience using CRM systems, workflow tools, or process automation platforms.
• Experience using AI tools or technology to improve administrative processes.
• Ability to explain complex eligibility and documentation requirements clearly and supportively.
• Experience supporting families from diverse backgrounds.
• Bilingual skills; strongly preferred.

Responsibilities

• Serve as a primary point of contact for prospective and enrolled families by phone and email.
• Guide families through registration, enrollment, scheduling, and required documentation.
• Accurately process registrations, including billing, scheduling, and account setup.
• Follow up with prospective families to help them complete enrollment and remain engaged.
• Develop expertise in childcare subsidy and tuition assistance programs across Healthy Kids service areas.
• Explain subsidy eligibility, applications, recertification, and documentation requirements to families.
• Support families with enrollment steps coordinated with childcare assistance and subsidy programs.
• Track subsidy-related registration progress and proactively communicate next steps to families.
• Maintain current knowledge of changing subsidy policies, deadlines, and family requirements.
• Track registration activity and generate reports using CRM and registration systems.
• Collaborate with Marketing, Finance, and Operations to support enrollment growth and improve the family experience.
• Identify repetitive, time-consuming, or inefficient tasks that could be simplified or automated.
• Build and maintain automated communications, reminders, and follow-up sequences using approved systems and platforms.
• Support CRM optimization, data cleanup, and process standardization.
• Assist with implementing and testing workflow automation tools and AI-enabled administrative processes.
• Monitor automation performance and recommend improvements.
• Create standard operating procedures, templates, and training materials for registration and enrollment workflows.
• Reduce manual administrative work while maintaining a high-touch, family-centered experience.

Benefits

• Employer-paid childcare for children enrolled in the program on the days and during the hours the employee works.
• Telehealth coverage.
• Vision coverage.
• Dental coverage.
• 401(k) for eligible employees.
• Paid sick time.
• On-demand pay.
• Professional development and career advancement opportunities.

What This Job Offers

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