Customer Experience & Automation Specialist
About The Position
Healthy Kids Programs is seeking a Customer Experience & Automation Specialist to support families through the enrollment process while helping us improve and streamline the systems behind it. This role combines customer service, family enrollment, technology, and process improvement. You'll be a primary point of contact for prospective families, helping them navigate registration, enrollment, and childcare assistance programs. At the same time, you'll identify opportunities to simplify processes, automate repetitive tasks, improve communications, and make our systems work better. We're looking for someone who enjoys working with people and improving the way things get done. You should be comfortable learning new technology, paying attention to details, and looking for practical solutions to everyday challenges. Experience with childcare subsidy programs, CRM systems, automation, or AI tools is helpful, but you don't need to have experience in all of these areas to be successful in the role.
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.
- Comfortable learning and using digital systems and technology platforms.
- Effective time management and ability to manage multiple priorities.
- Team-oriented mindset with 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 in a clear and supportive manner.
- Experience supporting families from diverse backgrounds.
- Bilingual skills strongly preferred.
Responsibilities
- Serve as a primary point of contact for prospective and enrolled families through phone and email.
- Guide families through registration, enrollment, scheduling, and required documentation.
- Process registrations accurately, including billing, scheduling, and account setup.
- Follow up with prospective families to help them complete enrollment and stay engaged throughout the process.
- Develop expertise in childcare subsidy and tuition assistance programs across Healthy Kids service areas.
- Help families understand subsidy eligibility, application, recertification, and documentation requirements.
- Support families in completing enrollment steps that coordinate 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 implementation and testing of workflow automation tools and AI-enabled administrative processes.
- Monitor automation performance and recommend improvements.
- Create standard operating procedures (SOPs), templates, and training materials for registration and enrollment workflows.
- Help reduce manual administrative work while maintaining a high-touch, family-centered experience.
Benefits
- Employer-paid childcare for children enrolled in our program on the days and during the hours you work
- Telehealth, vision, and dental coverage
- 401(k) for eligible employees
- Paid sick time
- On-demand pay
- Professional development and career advancement opportunities
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
