Family Concierge Specialist @BHCC Bright Horizons Children's Centers, LLC

[Hiring] Family Concierge Specialist @BHCC Bright Horizons Children's Centers, LLC

Mar 25, 2025 - BHCC Bright Horizons Children's Centers, LLC is hiring a remote Family Concierge Specialist. 💸 Salary: $55,000-$60,000. 📍Location: USA.

Primary Purpose 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. This is a remote position eligible in the United States. Only candidates located in PST or MST will be considered. This position requires travel to the East Coast one time per year at a minimum. 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. Essential Functions/Responsibilities Consult 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. Maintain 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. Minimum Qualifications 3 years of experience in account management, childcare, social work, or similar care and/or education fields Preferred Qualifications: Bachelor’s Degree Background in account management, childcare, social work, or similar care and/or education fields preferred, but not required. You are independent, proactive, solution-oriented, entrepreneurial. You bring simplicity to sometimes complex situations. Can think outside the box, beyond the obvious, to read between the lines and help families in ways they didn’t know they could be supported. Organized, with strong attention to detail and a passion for delivering excellent customer service. Innovative problem solver who can find creative solutions to customer needs and is comfortable making decisions with a high degree of autonomy. Excellent written and verbal communication skills: People love talking to you. Have a customer-centric point of view and understand how to uphold a kind tone across all contact channels. Must be positive, goal-oriented and able to work well independently as well as on a team. Strong customer service, technical, computer, and written skills Experience preferred with CRM systems such as Salesforce, Microsoft Suite, Google Suite, etc.. Compensation: The annual salary for this position is between $55,000-$60,000. The pay range listed here is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers within this range will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors. Also, depending on hire date and subject to applicable eligibility requirements and accrual schedules, new employees in this role receive up to: 9 paid holidays annually; 40 hours of sick time per year based on full-time schedule, and 80 hours of vacation time per year based on full-time schedule (vacation time may be used for sick leave purposes under any applicable state or local sick or safe time law). Benefits: Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements: Medical, dental, and vision insurance 401(k) retirement plan Life insurance Long-term and short-term disability insurance Deadline to Apply: This posting is anticipated to remain open until 3/28/25 Life at Bright Horizons: Our people are the heart of our company. Because we’re as committed to our own employees as we are to the children, families, and clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Come build a brighter future with us. Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights, Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA). If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis. Passion, Potential, and Possibilities All three await you in a Bright Horizons® career. Whether you work in one of our child care centers, a corporate office, or a family’s home, you’ll be part of a company named 20 times as one of FORTUNE’s “100 Best Companies to Work For.” Join a team driven to make a difference, one child, one family, and one organization at a time. Come build a brighter future with us.

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Family Concierge Specialist @BHCC Bright Horizons Children's Centers, LLC

Customer Service

Salary 💸 $55,000-$60,000	Remote Location USA
Job Type full-time	Posted Mar 25, 2025

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[Hiring] Family Concierge Specialist @BHCC Bright Horizons Children's Centers, LLC

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