Offer summary

Qualifications:

High school diploma or equivalent; a bachelor's degree in early childhood development, education, social work, or psychology is preferred., Experience in customer service, preferably with diverse populations and in social services or child development settings., Strong organizational, communication, and case management skills, with proficiency in Microsoft Office and internet use., Fluency in Spanish is a plus, along with experience in conflict resolution and working in a call center environment..

Key responsibilities:

Provide exceptional customer service to military families via phone, email, and chat.

Assist families with child care fee assistance applications and navigate program policies.

Conduct customized child care searches and educate families on early childhood development and quality indicators.

Maintain accurate case records, follow up with clients, and collaborate with team members to ensure efficient service delivery.

Job description

Child Care Aware of America (CCAoA) is the only national organization that supports every part of the child care system. In partnership with an on-the-ground network of Child Care Resource and Referral (CCR&R) organizations, we work in states and communities to advance high-quality, affordable child care—transforming a patchwork of resources into a system that works for everyone. Together, we make America child care strong—and that makes everyone stronger. CCAoA is committed to recruiting and retaining a dynamic workforce to help build a child care system that serves all children and families. Join us in ensuring that every family has access to high-quality, affordable child care.

CCAoA is a collective of passionate supporters of affordable, quality, and consistent child care. We are a values-driven organization seeking a Remote Enhanced Referral Parent Services Specialist to support and contribute to our mission. This role is responsible for conducting child care referrals and assisting military families with technical support for DoD/Military Child Care Fee Assistance programs and services. The Parent Services Specialist provides customized child care resources and referrals for each military family and delivers confidential, supportive assistance and case management to families who contact Child Care Aware® of America by phone, chat, email, or through online inquiry. Accurate and exemplary customer service skills are vital for success, as this position provides crucial support to parents in completing the eligibility and application requirements for military child care fee assistance.

**Schedule: Monday-Friday 10:30 AM – 7:00 PM Eastern Time**

What We Offer:

Competitive starting salary commensurate with experience **The salary range reflected in this job posting is the hiring range for this position within the Washington DC Metropolitan area. Please note that a geographic differential will be applied to the salary for candidates hired from regions with a lower cost of living. This adjustment ensures competitive and equitable compensation based on location**
The flexibility to work in a remote capacity.
Health & wellness benefit options.
A transparent professional environment where ideas are shared openly with honest discourse in a progressive atmosphere of growth & excellence.
Opportunity for growth and advancement.

Job Responsibilities:

Receive incoming calls, letters, and Email from military families and provide exemplary customer service via active listening and professional communication.
Serve as principal liaison for parents requesting fee assistance and child care information, provide exceptional customer service support in navigating fee assistance program policies and procedures in accordance with Department of Defense eligibility.
Work closely with assigned child care coordinators to ensure that all files are processed accurately and efficiently.
Conduct individually customized child care searches, including all established best practices.
Educate military families about early childhood development, early childhood education standards, state licensing regulations, and indicators of quality child care.
Manage cases within established guidelines and procedures to provide child care resources and referrals to military families within five (5) business days.
Provide oral and written follow-up communication to clients as well as access to all available resources.
Update and maintain client information in Child Care Aware® of America’s databases.
Maintain respectful, professional working relationship with military families.
Maintain high ethical standards, including maintaining strict confidentiality.
Cultivate respectful, professional working relationships with the program points of contact (POCs).
Participate in a team-oriented work environment.
Assist with special projects and other functions as needed to accomplish Child Care Aware® of America objectives.
Perform other duties as assigned.

Knowledge, Skills, Abilities:

Knowledge of database management and record keeping procedures.
Knowledge of superior customer service principles.
Exceptional critical thinking and decision-making skills.
Exceptional interpersonal skills to engage clients.
Strong organizational, time management, and troubleshooting skills.
Active listening skills.
Strong written and verbal communication skills.
Ability to collect, analyze, and present information for diverse audiences.
Ability to work under high pressure situations calmly.
Ability to analyze problems and work with clients to resolve issues or escalate to a higher level of support.
Ability to work individually and as a part of a team to meet program objectives.
Ability to collaborate well with individuals of varying backgrounds and skill levels to achieve program goals.
Ability to establish and maintain effective working relationships with all levels of management.

Job Qualifications:

Ability to work Monday through Friday, 10:30 AM-7:00 PM ET
High school diploma or equivalent.
Bachelor’s degree in early childhood development, education, social work, or psychology is preferred.
Background or experience in early childhood education or the military is a plus.
Fluency in Spanish is a plus.
Proven experience providing customer service to diverse populations. Conflict resolution experience is a plus.
Experience in a social services, human services, or child development setting.
Experience with case management and multi-tasking.
Experience with a call center environment.
Proven multi-tasking capability, sense of urgency, organizational skills, and case management skills.
Experience with the Microsoft Office suite of products and Internet-savvy.
Exceptional oral and written communication skills.
Fluency in Spanish is a plus.