Program Support Representative

Job DetailsRemote Type Optional Work from HomePosition Type Regular Job Category Education

Program Support Representatives answer incoming calls, emails, and chat messages in a positive, responsive, and empathetic manner. In this role, you will encounter questions from various individuals, such as:

 

• a school district representative needing to be connected to the sales team
• a current participant updating their address or experiencing technical difficulties with their Waterford issued device
• a family that is interested in participating in a Waterford Upstart program

As a Program Support Representative, you'll use your broad understanding of how the team works to determine if you can be a single step solution to the callers need or if you'll need to forward the caller to a department specialist for deeper support.

Essential duties & responsibilities

• Provide an encouraging experience on all inbound communications
• Support the team by scheduling appointments for Family Education Liaisons and Program Coaches
• Field general questions about Waterford.org or transfer calls to department specialists
• Document user needs/communications in our CRM
• Continuously champion, promote, and advance diversity, equity, and inclusive excellence at Waterford.org.
• Collaborate on and contribute to organizational DEI efforts and goals.

Required skills & education

• High School Graduate or equivalent
• 1+ year providing customer service, call center, or early education support
• Outstanding communication using all forms of contact: phone, email, and chat
• Demonstrated ability to use active listening, emotional intelligence, cultural competence and understanding
• Independent worker who is a naturally proactive and skilled problem solver
• Comfortable in a fast-paced environment, with proven track record of providing outstanding service
• Ability to independently complete all assigned tasks on time
• Ability to learn new processes and technical troubleshooting skills quickly
• Keyboard at least 40 WPM

Preferred skills & education

• Early childhood education experience or CDA Certification
• Experience communicating with individuals who are economically and culturally diverse
• Bilingual (Spanish)

About Waterford.org

Waterford.org is an education nonprofit with a mission to achieve universal literacy for children through equity, access, and parent empowerment. Waterford creates programs that empower parents as a child's first teacher at home and supports teachers in the classroom. Currently, Waterford.org serves over 300,000 children across 43 states every year.

Our Commitment to Equity & Inclusion

Waterford.org's commitment to inclusive excellence is foundational to achieving our mission of universal literacy. Waterford.org is a mission-driven organization, and diversity, equity, and inclusion (DEI) are at the heart of what we do. These values inform our internal culture and drive our external focus on making a difference for children and families in underserved communities. At Waterford, we actively seek talent who bring diverse backgrounds, perspectives, experiences, and identities to their work and demonstrate a commitment to advancing our mission.

Working at Waterford.org

Waterford.org team members are located across the United States and primarily work from home. We anticipate this position will pay $14.00+ per hour depending on the education, experience and skill level of the individual we hire. We offer a phenomenal benefits package that includes fully paid premiums for health insurance, dental insurance, basic life insurance, and disability insurance. New hires receive a one-time HSA contribution. Retirement contributions are matched up to 5% by the organization. Plus, a generous vacation, sick, and holiday offering. Currently, Waterford requires all new hires to provide proof of COVID-19 vaccination or file a religious or medical exemption (as applicable by federal, state, and local law).