Note: The job is a remote job and is open to candidates in USA. OpenEd provides customized education and resources to learners and families across the country. The Parent Support Specialist I provides direct support to families throughout enrollment, reimbursements, educational program planning, and community events while resolving concerns and improving the customer experience.
Responsibilities
- Provide direct and immediate support to parents via phone, text, email, online chats, video conferences, and social media community forums through answering questions about their child’s educational program
- Use OpenEd's help ticketing system to efficiently triage and respond to parent requests
- Maintain accurate records of interactions with parents, document frequently asked questions, and update databases as needed
- Advise parents/guardians on building an education program schedule that fits the unique needs of their child
- Participate in Parent Support team meetings to collaborate on the best ways to serve OpenEd families
- Coordinate with team members to provide consistent, up to date, information across all channels
- Liaise with team leads and partner schools with complex situations where necessitated
- Manage the intervention process to balance program requirements and assist with setting up families for success
- Administer or assist with daily Q&A sessions, or Parent Information Sessions, as assigned
- Plan or assist with community events, as assigned
- Proactively identify parent issues and develop strategic solutions
Skills
- • Commitment to maintaining flexible availability during traditional business hours in the Pacific Time Zone
- • Familiarity with Google products such as Gmail, Calendar, Docs, Forms, Sheet, etc
- • Access to a smartphone, high-speed internet, computer, webcam, and headset
- • Associate's degree from an accredited college or university; or related advanced learning experiences
- • 1-3 years of customer service experience, account management, or marketing
- • Must be eligible to work in the U.S
- • Hands-on experience managing tickets or customer interactions in a CRM (HubSpot, Intercom, Zendesk, or similar) is a plus
Benefits
- Remote work
Company Overview