[Hiring] Customer Service Representative @Global Team

Role Description

We are looking for a proactive, goal-driven, and highly organized Customer Service Representative to join GlobalTeam and work directly with our client. In this role, you will serve as a key point of contact for prospective and current families across phone, email, text, and social media. You will:

• Respond promptly to inquiries and understand each family’s needs.
• Build trust and guide interested parents toward booking trial classes and becoming members.
• Manage consistent follow-up before and after trial classes.
• Maintain accurate records in the member management system.
• Ensure no opportunity or customer request goes unattended.
• Support the overall family experience by assisting with scheduling, membership changes, billing questions, and general inquiries about the center’s programs.

The ideal candidate is service-oriented, persuasive, organized, and comfortable managing multiple conversations at once. They communicate warmly and professionally, take ownership of every interaction, and know how to balance sales goals with an excellent customer experience. Success in this position will be measured by:

• Responsiveness
• Trial bookings
• Membership conversions
• Consistent follow-up
• Ability to help families remain engaged with the center

Qualifications

• At least 2 years of experience in customer service, member services, or client experience.
• Excellent written and spoken English.
• Genuine service orientation, with a warm phone manner and patience when supporting frustrated parents.
• Strong organization and attention to detail, with the ability to manage several communication channels at once.
• Proactive ownership, consistent follow-through, and the ability to close the loop without repeated direction.
• Comfort using a member management system, shared inboxes, and social media messaging tools.
• Reliable remote work setup, including a quiet workspace, strong internet connection, and a headset.

Requirements

• Respond promptly to calls, emails, text messages, and social media inquiries in the center's voice.
• Triage incoming requests, answer what you can, escalate what requires support, and ensure no message goes unattended.
• Log every customer conversation in the member management system so information is not lost between shifts.
• Respond to new inquiries the same day and guide families toward booking a trial class.
• Confirm trial classes, send reminders, and follow up after each trial, including with families who do not enroll immediately.
• Monitor attendance and contact members who have become inactive or may be at risk of canceling.
• Manage scheduling, makeup classes, membership changes, holds, and billing questions within center policies.
• Answer parent questions about the curriculum, levels, and their child's progress.
• Request reviews and referrals from satisfied families at appropriate moments.
• Resolve issues quickly, maintain a warm and professional tone, and involve the General Manager when needed.

Benefits

• A 100% remote position with a schedule of 20-40 hours per week during US Eastern Time.
• The opportunity to support a growing child development center and create a positive experience for families.
• A collaborative working relationship with the General Manager and the broader center team.
• A role with clear ownership across customer communication, lead follow-up, and member retention.
• An opportunity to contribute to measurable outcomes, including response times, trial bookings, membership conversion, and retention.