Bilingual Customer Experience Specialist
Summary
Handles family check-ins, payments, and program logistics while providing bilingual customer service for a science education nonprofit.
Job Title: Bilingual Customer Experience Specialist
Compensation: $23.50- $25.50/hour
Housing Available: No
Reporting to: Customer Experience Manager
Direct Reports: None
Position Summary:
As the first point of contact for families at Keystone Science School (KSS), the Customer Experience Specialist plays a vital role in shaping both first and lasting impressions. This position ensures a seamless and welcoming experience by guiding families through key processes such as check-in, check-out, and program logistics while delivering clear and professional communication.
Additionally, the role is responsible for maintaining essential systems, upholding compliance with administrative policies, and streamlining operations to enhance efficiency. By balancing customer service with operational oversight, this position contributes to a positive and coordinated experience for all KSS participants.
Key Responsibilities:
Key Operations and Compliance
- Manage participant registration and payment processing, including tracking outstanding balances.
- Facilitate program check-in and check-out for participants.
- Manage lost & found, attendance tracking, and administrative policies (e.g., cancellations, refunds).
- Ensure all required forms and documents are submitted before participation.
- Oversee paperwork collection and distribute necessary information to internal teams.
Customer Service & Communication
- Serve as the primary point of contact for families via phone, email, and in-person interactions.
- Answer questions about programs, logistics, and policies with clarity and professionalism.
- Assist in executing strategic, customer-focused communication efforts.
Data Management & Analysis
- Send, collect, and analyze survey data to enhance programming.
- School Store & Administrative Support
- Support the KSS School Store by handling inventory, purchases, and online orders.
- Provide general office support, including mail distribution and supply management.
- Assist in program promotion and organizational outreach efforts.