About KinderCare Education KinderCare Education operates more than 1,380 early learning centers, and more than 560 Champions sites, supported by a corporate team of nearly 600 headquarters employees in Portland, Oregon. In 2019, KinderCare Education earned their third Gallup Great Workplace Award - one of only 39 companies worldwide to win this award. In neighborhoods with ourKinderCare Learning Centers that offer early childhood education and child care for children six weeks to 12 years old At work through KinderCare Education at Work, family benefits for employers including on-site and near-site early learning centers and back-up care for last-minute child care In local schools with ourChampions before and after-school programs. Job Summary The Enrollment Center is KinderCare's friendly Family Enrollment Team supporting families and field partners via phone and email. The team lead position is an important role within the Enrollment Center and is responsible for supporting all our KCE brand specialists and/or families with questions, escalations and ensures we are meeting our call and email service levels while creating an amazing experience for families. The team lead works alongside both the Growth Supervisor and specialists to promote a positive team environment. The team lead role is a great first step into leadership. Key responsibilities include: Providing friendly, professional, and high-quality service to our families. Driving and motivating team to increase enrollment and satisfaction at our centers. Taking escalated calls and e-mails from families and stepping into queues when necessary. Supporting Growth Supervisor and acting as point of contact when Growth Supervisor is unavailable. Maintaining a thorough understanding of department procedures and company policies. Completing monthly quality reviews for our Enrollment Specialists. Working closely with our Growth Supervisor and team to improve experiences, quality, and procedures. Providing communication and follow up to ensure team is fully informed of all new information related to procedures, family needs, field updates and company related issues, changes, or actions. Training and onboarding new and current employees on products, policies, and procedures. Participating in special projects and performing other duties as assigned. Handling family and field concerns and providing appropriate solutions and alternatives. Following up to ensure resolution. Responding as second level resolution for escalated parent/CD/DL calls; responsible for ensuring timely resolution of service issues. Sharing innovative thoughts, ideas, and solutions to improve current procedures and improve our family experience. Sharing responsibility for ensuring calls and emails are handled efficiently and effectively. Using appropriate judgment in upward communication regarding department or employee concerns. Ensuring that sensitive employee and/or parent issues remain professional and making sure to guard this information to keep it secure. Ensuring that all calls and touch bases with our partners are professional, concise, and conducted in a manner that promotes partnership, teamwork, and our Service Values. Key desired skills and experience: Excellent problem solving, negotiating, and de-escalation skills with the desire to help others. Outstanding written and verbal communication skills via email, chat, and in person. Ability to establish and maintain cooperative working relationships with co-workers and partners. Self-starter with the ability to motivate self and others. Intermediate PC / MS Office skills, ability to work with multiple applications and windows simultaneously on computer. Excellent organizational and time management skills. Ability to work in a fast-paced environment and multi-task to meet time constraints and deadlines. Strong team player and leader of employee engagement. Ability to lead by example in professionalism and engagement. Champion of our Service Values. Capable of adjusting priorities quickly. Ability to be flexible and adaptable, while helping others be flexible and adaptable. Ability to remain empathetic and nurturing, even during stressful times. Occasional flexibility with schedules, occasional overtime. 2-3 years of service support provided via phone and email. Some leadership experience a plus. High School graduate or equivalent. KinderCare Education employs more than 32,000 team members across 1,700 locations nationwide. Our devoted family of education providers leads the nation in accreditation and includes KinderCare Learning Centers, KinderCare Education at Work, Champions Before- and After-School Programs, Cambridge Schools , Knowledge Beginnings and The Grove School. KinderCare Education is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.