Remote, CA
$20 ‒ $25 Hourly
What we do
KinderSystems (www.KinderSystems.com) is the leading provider of subsidy management software-as-a-service (SaaS) solutions to state agencies, Head Start programs, and child care providers. Built and supported by industry experts, KinderSystems envisions a world where all families, no matter their income level, have access to high quality child care. Hundreds of agencies in the publicly funded child care sector use KinderSystems applications via the cloud or mobile devices to streamline their operations, ensure compliance with government regulations, and meet the needs of the families they serve.
What you’ll do with us:
As a Customer Support Specialist with KinderSystems, you will provide high-quality, first-line customer service and technical support via telephone, email, chat, and personal interaction to our California customers. We are looking for candidates that are enthusiastic about caring for our customers. This position requires strong attention to detail and a customer-focused mindset. The shift for this role is 8am-5pm PST.
At this time, we are only accepting resumes from candidates who are currently located in California.
Responsibilities and Duties:
- Answering telephone calls, emails, and chats in a fast-paced call center environment
- Accurately document and process customer claims in appropriate systems
- Follow all required scripts, policies, and procedures
- Comply with requirements surrounding confidential information and personal information
- Appropriately escalate customer issues to management
- Utilize knowledge base and training to answer customer questions accurately
- Answer telephone calls promptly and in a polite and professional manner
- Train end-users on how to use company software products and systems
- Help meet customer Service Level Agreements (SLAs)
- Attend meetings and training and review all new training material to stay up to date on changes
- Ensure first call resolution through problems solving and effective call handling
Who you are:
- Experience working in a support center, preferably SaaS, where you have handled inbound calls/emails/chats on a variety of issues and have been able to provide resolution.
- Experience within the childcare industry, preferable experience within a subsidized childcare program
- Strong interpersonal, writing, and verbal communications skills are essential
- Excellent troubleshooting skills are vital, as well as the ability to multi-task
- Teamwork is necessary
- Experience with CRMs
- Experience with Microsoft Word, Outlook, and Excel is required
What We Offer
- This is a fully remote position, but must be based in California. Travel is required once per year.
- Starting pay $20/hr, depending on experience
- Comprehensive benefits package including health, vision, and dental insurance, starting the first of the month after start date
- 401(k) retirement plan, with company match
- Paid company holidays and generous PTO
- Friendly, supportive, and adventurous environment with a team of engaged colleagues who are all focused on enabling and improving the childcare industry for all families.
KinderSystems actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
All persons hired will be required to verify identity and eligibility to work in the United States (without sponsorship) and complete the required employment eligibility verification form upon hire.