Bright Horizons L.P.

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Customer Feedback Specialist

at Bright Horizons L.P.

Posted: 5/14/2019
Job Reference #: 1393692
Categories: Customer Service

Job Description

Job Title
QA Customer Feedback Specialist

Job Description
Our customers and their feedback is our number one priority at Bright Horizons. We take concerns and feedback very seriously and our Customer Issue Resolution team plays a pivotal role in this process, and they are currently looking for a Customer Feedback Specialist to join their team!

As the Customer Feedback Specialist you will maintain and restore customer confidence that may have been compromised by service issues by promptly addressing any issues and resolving them to the satisfaction of the customer. You will perform analysis of service issues to improve the quality of the Back-Up Care Advantage program as well as its organizational process and procedures.

What you will be doing:

  • Manage the Voice of the Customer survey process; measure and report results to management. Follow current processes to document and resolve customer issues.
  • Document and resolve customer issues and complaints including ongoing interaction with the customer as needed; developing and implementing action plans for resolving the issue.
  • Perform analysis on service issues to identify trends and process improvement opportunities. Recommend additional training or coaching based on results of analysis.
  • Promote quality and quality initiatives throughout the organization by representing quality in taskforce teams and projects, as well as through quality-sponsored promotions.

Req Number


Zip/Postal Code


Job Category
Customer Service

Posting Title
Customer Feedback Specialist


Job Type

Job Requirements

What we hope you will bring to the role:

  • Bachelor’s degree or equivalent experience
  • Outstanding customer service skills
  • Ability to work with difficult customers and de-escalate critical situations
  • Excellent organizational, written, and verbal communication skills
  • Strong knowledge of call center process and procedures

Additional Information
Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW.

Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the recruitment helpdesk at 855-877-6866 or Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

Having technical issues with your online application? Contact us at or 855-877-6866.

Job Category 2