Customer Experience Specialist

Description

Position Details

• 8:00 AM–2:00 PM
• 9:00 AM–3:00 PM
• 11:00 AM–5:00 PM

Healthy Kids Programs is seeking a Customer Experience Specialist to support families throughout the registration and enrollment process while helping ensure a smooth, organized, and positive experience.

• Serve as a primary point of contact for prospective and enrolled families through phone and email.
• Guide families through registration, enrollment, scheduling, and required documentation.
• Process registrations accurately, including billing, scheduling, and account setup.
• Follow up with prospective families to help them complete enrollment and stay engaged throughout the process.
• Develop expertise in childcare subsidy and tuition assistance programs across Healthy Kids service areas.
• Help families understand subsidy eligibility, application, recertification, and documentation requirements.
• Support families in completing enrollment steps that coordinate with childcare assistance and subsidy programs.
• Track subsidy-related registration progress and proactively communicate next steps to families.
• Maintain current knowledge of changing subsidy policies, deadlines, and family requirements.
• Track registration activity and generate reports using CRM and registration systems.
• Collaborate with Marketing, Finance, and Operations to support enrollment growth and improve the family experience.

Requirements

• Experience in customer service, administrative support, registration, enrollment, or another client-facing operations role.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Comfortable learning and using digital systems and technology platforms.
• Effective time management and ability to manage multiple priorities.
• Team-oriented mindset with flexibility and adaptability.
• High school diploma or equivalent.

• Experience with childcare subsidy programs, public benefits navigation, enrollment services, case management, or family support services.
• Experience using CRM or registration systems.
• Ability to explain complex eligibility and documentation requirements in a clear and supportive manner.
• Experience supporting families from diverse backgrounds.
• Bilingual skills strongly preferred.

In this role, success means:

• Families receive fast, friendly, and accurate enrollment support.
• Families can navigate registration and subsidy processes with greater confidence.
• More families successfully complete the enrollment process.
• Fewer registrations are abandoned or delayed.
• Subsidy-related enrollment steps are tracked and followed up on effectively.
• Communication response times improve.
• Family records and enrollment information remain accurate and up to date.
• Internal teams have clear, consistent information about enrollment activity.
• Families continue to receive a personal, high-touch experience throughout the enrollment process.