Customer Experience Specialist

Location
US-CA-Oakland

 

Galileo is looking for detail-focused, service-minded relationship builders to join our Customer Experience team. The Customer Experience Specialists will be the faces of Galileo, spreading the word about our programs, welcoming families via phone and email, and guiding them through the enrollment process. This role is the perfect vehicle to grow in the customer experience  and marketing fields, as you’ll gain first-hand knowledge of what it takes to provide world-class service to thousands of customers. 

 

We value divergent thinkers who bring various experiences and viewpoints to the table at Galileo. We strongly encourage members of underrepresented groups and people of diverse backgrounds to apply.

 

Who are you?

 

  • You’re inspired by Galileo’s mission and purpose. Innovation education, project-based learning, and working in a professional, welcoming, deeply camp-inspired culture should sound like things you’re ready to explore or sign up for.

 

  • You’re a visionary collaborator and independent contributor. You can collaborate with others towards a creative vision, but have no issues tackling projects alone. 

 

  • You can juggle—and juggle well. You can manage a variety of projects simultaneously. Changing deadlines? Multiple stakeholders? Quick turnaround times? Easy breezy. You manage your time well and are meticulous about the details.

 

  • You’re an organized problem solver and eager learner. You love fine-tuning processes, can multitask in a changing environment, and easily absorb a great deal of new information quickly. 

 

  • You care about people and the relationships you build with them. You communicate clearly and effectively, while acting with a deep sense of empathy.

 

Who are we?

 

At Galileo, we believe the world needs innovators and that innovation can be taught. We also think kids who learn to explore and who are willing to tackle challenges despite their fears are happier, more creative and more confident when faced with life’s challenges. And we think kids with these skills are more likely to change our world and be the masters of their own.

 

It takes a village to bring best-in-class educational programs to tens of thousands of kids each year online and in-person. Each of our employees takes personal responsibility for bringing our values to life and to make our company and culture better. Here, values aren’t just lip service — we aim to be visionary, courageous, collaborative, determined and reflective each day, and back that effort up with structure to ensure our success. People who joyfully work hard together, seek feedback to improve themselves, feel deeply accountable for their work, are mission driven, and play well with others tend to thrive in our culture. 


We’re a certified B Corp, were recently ranked #1 on the Best Places to Work in the Bay Area (and have been on the list for twelve plus years running), have been named one of Forbes’ Best Small Companies in America, and over 97% of our summer staff say they would recommend working for us. Joining Galileo means joining an organization that is a model of innovative learning, with a company-wide commitment to Inclusion and Diversity, broadening our impact and a stellar staff experience.

 

What’s the team like?

 

This isn’t your ordinary Customer Service department. Galileo’s Customer Success team is made up of relationship masters, whose work revolves around a deep sense of pride for Galileo’s programs and an unrelenting commitment to top-notch customer experience. You will join a team of charismatic problem-solvers and storytellers, who always operate with thoughtfulness and empathy.

Position Description

 

What’s the job, really?

 

  • You’ll act as the voice of Galileo, illustrating the camper experience through the use of compelling narrative to camper families and prospective clients, while identifying opportunities to register for additional weeks of camp and add-on services. 

 

  • You’ll respond to a high volume of email, chat, and phone inquiries (Galileo received over 72,000 enrollments in 2019) while maintaining excellent customer service, 100% accuracy and incredibly prompt response time.

 

  • You’ll uphold Galileo’s highest standards of service while serving as the main point of contact for guardians and staff, resolving inquiries and responding with empathy to concerns to build lasting relationships.

 

  • You’ll masterfully leverage tools like Salesforce and Google Suite to manage customer accounts, camper groupings and coordinate our referral programs.

 

  • You’ll assist with Galileo’s scholarship  program by working with teammates to review and award scholarship applications.

 

  • You’ll assist with camper outreach and retention initiatives to meet department and company goals.

 

What are we looking for?

 

  • Bachelor's degree or equivalent experience

 

  • 1-2 years experience in a customer service role 

 

  • Comfortable with learning new technologies and familiar with basic office tech (Slack, Google Suite, CRMs) 

 

  • Excellent attention to detail, with a professional, enthusiastic and warm customer presence

 

  • Experience with consultative sales in a high-touch customer service environment preferred, but not required 

 

  • Openness and enthusiasm for soliciting and implementing feedback to improve performance

 

We welcome your application, even if you don't feel like you meet all of the requirements listed above.

 

Schedule & Time Commitment

 

  • 40 hours/week from January-August (staggered start and end dates) 

 

Benefits & Compensation

 

  • $18.00/hour

 

  • Temporary Employee (non-benefitted)

 

  • Paid sick leave is accrued at a rate of one hour per every thirty hours worked. Accrual begins on the first day of employment. Paid sick leave may be used beginning on the 90th day of employment. 

 

  • We offer a significant camp discount to year-round and seasonal employees  



Work Location 

 

Galileo Headquarters, 1021 3rd Street, Oakland, CA 94607. 

 

Please note that, due to COVID-19, Galileo currently adheres to a hybrid office and work from home policy. More information to be provided during the interview stage.

 

COVID-19 Vaccination Policy

Galileo prioritizes the health and well-being of our staff and vaccines are the best tool currently available to protect our staff. Therefore, for everyone's safety as a condition of employment, all employees will be required to demonstrate that they have been fully vaccinated against COVID-19 if their role requires them to be in-person (per OSHA’s COVID-19 Vaccination Emergency Temporary Standard). Whether you require a reasonable accommodation or exemption will not impact consideration of your candidacy.

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