Family Concierge Specialist

Bright Horizons

7d•$54,000 - $81,000•Remote

About The Position

Primary Purpose The Family Concierge Specialist role utilizes organizational, problem-solving, and people skills to provide real-time support to Bright Horizon's network of families. The Family Concierge Specialist is responsible for conducting customized needs assessments and researching the best resources to create unique and personalized care plans to support eligible employee's needs. Using independent judgment and industry knowledge to determine the best course of action, the Family Concierge Specialist role provides one-on-one personalized support for families by communicating via email, phone, text or virtually with employees. The concierge will identify proactive ways to support the employee through the care planning process and will continue providing care solutions and education of available benefits throughout the employee’s caregiving journey. This role requires self-management of a case load with significant independent decision making and time management skills. This role may also include supporting corporate clients by joining webinars, open enrollment events and client hosted benefit events (i.e. EAP groups), where the concierge will represent the Bright Horizons brand and the Family Concierge service. The Family Concierge Specialist role will be represented as the “Face” of the team to their designated clients. This is a remote position eligible in the United States. Only candidates located in PST or MST will be considered. This position requires travel to the East Coast one time per year at a minimum. Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. Our workplace reflects this commitment—with collaborative environments, meaningful benefits, and a culture that supports both career growth and personal well-being. Whether you’re caring for children or powering the systems and partnerships that make it all possible, at Bright Horizons, you’re the difference.

Requirements

3 years of experience in account management, childcare, social work, or similar care and/or education fields
Organized, with strong attention to detail and a passion for delivering excellent customer service.
Innovative problem solver who can find creative solutions to customer needs and is comfortable making decisions with a high degree of autonomy.
Excellent written and verbal communication skills: People love talking to you.
Have a customer-centric point of view and understand how to uphold a kind tone across all contact channels.
Must be positive, goal-oriented and able to work well independently as well as on a team.
Strong customer service, technical, computer, and written skills
Experience preferred with CRM systems such as Salesforce, Microsoft Suite, Google Suite, etc.

Nice To Haves

Bachelor’s Degree
Background in account management, childcare, social work, or similar care and/or education fields preferred, but not required.
You are independent, proactive, solution-oriented, entrepreneurial.
You bring simplicity to sometimes complex situations.
Can think outside the box, beyond the obvious, to read between the lines and help families in ways they didn’t know they could be supported.

Responsibilities

Consult with employees to ensure a high touch, white glove, personalized experience through excellent listening and partnership skills.
Independently research the core needs of the families we support to then provide proactive solutions, content, and guidance.
Maintain a caseload and ensure consistent, proactive communication and follow up for all families.
Utilize Bright Horizons resources to support families on an individual basis with the ability to go above and beyond to ensure the best solutions are provided.
Work as an external face of Family Concierge to present at client facing events. This includes onsite events, webinars, and info sessions.
Subject matter expert on the benefits offered to families through Bright Horizons and offering care and education solutions, including continued education.
Provide feedback for process improvement to their team lead and manager to help positively impact business practice to contribute to continued improvement of their role.
Identify ways to be more efficient and/or more effective based on customer feedback, knowledge of the business, and experience with the systems.
Troubleshoot families' needs by researching and contacting potential local resources within our family of companies that meet family needs.
Provide recruiting assistance for hiring Family Concierge team members through conducting interviews and actively participating in the onboarding and training process.
Ensure solutions are found and families are supported from beginning to end and beyond, customizing the approach based on each family’s needs.
Work with external partners such as Client Team, Back Up Care, Elder Care and College coach to provide holistic solutions to customers.
Meet or exceed customer satisfaction goals and Service Level Agreement metrics.
Revenue generation mindset based on referrals into Bright Horizons’ lines of business, contributing incremental growth to the organizational goals.
Handle all customer escalations for their clients.
Collaborate on special projects to develop, innovate, and evolve the Family Concierge program.