Family Concierge Specialist-Remote

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.

Bright Horizons is trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.

Responsibilities:

Responsibilities include consulting 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. Maintaining 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

Qualifications:

• Bachelor’s Degree preferred

• 5 years of experience in account management is required, childcare, social work, or similar care and/or education fields preferred.

• Minimum of 1 onsite visit required each year

• At this time, Bright Horizons will not sponsor an applicant for employment authorization/visa for this position