Customer Experience Specialist

Job Description

Customer Experience Specialist | Galileo

The Tone:
This is a seasonal, remote role at Galileo, available to candidates residing in California or Washington (PDT). Galileo is a nationally recognized summer day camp dedicated to empowering young innovators to change the world through innovation education. This position is essential for delivering top-notch customer service across direct enrollments and third-party partnerships, embodying Galileo’s mission, and ensuring an outstanding, joy-filled experience for camper families. You will contribute to a culture that champions inclusion and personal growth, where impact is celebrated.

The TL;DR
• Role: Full Time
• Type: Seasonal, sliding-scale (25-30 hours/week off-season, increasing to full-time during camp season)
• Location: Remote (California or Washington)
• Pay: $18–$21 hourly
• Team: Customer Support Team, reporting to the Director of Revenue.
• Mission: Delivers outstanding customer service to camper families and partners, ensuring an empathetic, accurate, and customer-first experience.
• Tech Stack: Salesforce, Talkdesk, Google Suite, Slack, CRMs.

What You’ll Actually Do
• Customer Advocacy: Serve as the voice of Galileo, bringing the camper experience to life for families and prospective clients by sharing compelling narratives and identifying opportunities for additional camp weeks and services.
• System Management: Utilize Salesforce, Talkdesk, Google Suite, and other essential office tools to manage customer accounts and support the Galileo scholarship program, contributing to the review and awarding of applications.
• High-Volume Communication: Efficiently manage and respond to a high volume of inquiries via email and phone, upholding Galileo’s highest standards of service, ensuring 100% accuracy, and prompt response times.
• Partnership Relations: Act as the primary point of contact for both direct customer inquiries and partnership-based enrollments, maintaining exemplary service standards, resolving inquiries with empathy, and building lasting relationships.
• Enrollment & Audits: Accurately process a high volume of enrollments, ensuring meticulous attention to detail, and proactively collaborate with external partnerships while monitoring availability on partnership platforms through weekly audits.

The Must-Haves
• Background: 1-2 years preferred experience in a customer service or data entry role.
• Experience: Proficiency with basic office tech including Slack, Google Suite, and CRMs, and demonstrating adaptability with new technologies.
• Skills: Detail-oriented, professional, enthusiastic, warm presence, empathetic approach to customer interactions, competitive, self-motivated, and able to work independently and collaboratively in a high-energy, fast-paced environment.
• Bonus: Bilingual in Spanish.