Customer Experience and Support Specialist - Think Small

ORGANIZATION SUMMARY: 

Think Small, Minnesota's leader in early learning, is dedicated to advancing early childhood care and education.  We are still committed to the principles that gave rise to our organization 50 years ago - that the quality of a child's early experiences greatly influences his or her success later in life and there is much that can be done to improve the quality of early childhood settings to optimize a child's development.

JOB DESCRIPTION:

The Customer Experience and Support Specialist position is housed within Think Small Institute. The role is responsible for providing exceptional customer service, problem-solving, and customer experiences; accurately entering and maintaining data in various systems; and managing National Registry system engagement and participation

RESPONSIBILITIES:  

1. Client Focus:
   • Provide service excellence to internal and external clients.
   • Follows up with clients during and after delivery of services to ensure that their needs have been met.
   • Keeps clients up-to-date on the progress of the service they are receiving and changes that affect them. 
2. Data Entry and Tracking:
   • Ensure the fidelity of program and participant data tracking by utilizing tracking and documentation, policies, procedures, and resources, including event entry in Develop and other state registries.
   • Work with National Registries to meet training approval requirements and establish event creation and completion. 
3.  Networking: 
   • Nurtures existing contacts by proactively sharing information, best practices, and respective interests and areas of expertise.
   • Builds rapport with contacts by identifying and drawing inferences from shared interests.
4.  Teamwork: 
   • Working collaboratively with others to achieve organizational goals.
   • Experience working with diverse populations.
   • Provide staffing for evening/weekend and onsite training. 
5. Ensuring Accountability: 
   • Hold yourself and others to high accountability standards and create an infrastructure and transparent corporate culture that supports and measures personal and organizational responsibility and accountability.
   • Knowledge of child development, early learning standards, and community resources. 

REQUIREMENTS:  

• Education: 
  • Bachelor’s degree in child development, early childhood family education, family support, or human services and two years’ experience
  • OR Associate’s degree in child development, early childhood family education, family support, or human services; 
  • OR CDA and five years’ experience.
• Experience:
  • Background in Early Childhood and Adult Education.
• Skills:
  • Preferred knowledge of MS Office365 programs (Outlook, Word, Excel, Teams), Docebo LMS. 

ADDITIONAL INFORMATION:   

• Physical Demands
  • This position is mostly sedentary with occasional demands to walk and stand. 
  • There are occasional requirements to lift up to 20 pounds. 
  • There is frequent keyboarding, computer use and communicating via phone, email and in person. 
• Travel Demands: 
  • Minimal travel locally, occasional out-of-town, overnight travel for conferences, etc.
• Other:
  • Some evening and weekend hours required.
  • Flexibility of scheduling required to meet job and department needs. 

BENEFITS

• Comprehensive benefits package includes medical, dental, short- and long-term disability, life, vision, pet, critical illness, and long-term care insurance.

• Medical and dependent care flex spending accounts, Health Savings Account (HS), legal and ID protection plans.

• Pre-tax and ROTH 401k with employer match.

• Generous paid time off: 23 days of sick/vacation time earned the first year PLUS 9 scheduled holidays and 4 floating holidays for those whose needs don't conform to the federal holiday calendar.

• 6 weeks paid parent leave and infants-at-work program (available after 1 year of employment)