Care.com - Dallas, TX
posted 4 days ago
About the position
The Consulting Team at HomePay handles all client contact and account management, including answering inbound phone calls and responding to emails, faxes, and letters, as well as implementing account changes. This team is charged with delivering exceptional client service while maintaining operational efficiency. This position is very hands-on and requires a high attention to detail, excellent communication skills, and a high level of professionalism. A strong work ethic and a strong desire to work on a team are essential for success. After completing the training program, you'll immediately be working with clients on the phone and via email. Days are focused on inbound calls from household employers and employees with tax and labor law questions. You'll take inbound client calls, in addition to ongoing client follow-ups and non-phone account management. We're a team-focused group; some days will be focused on helping other teams meet goals or finish projects.
Responsibilities
- Answer a minimum of 40 inbound phones with a smile, delivering accurate and complete consultations
- Check voicemail and return calls same business day
- Respond to inbound emails with professionalism and warmth
- Review and implement online changes timely, so that all changes are approved within one business day of submission
- Process faxes and notices same-day and alert clients of urgent notices that require action
- Support other departments as business needs emerge
- Request and earn positive social media reviews
- Attend meetings, read procedure updates, etc., to stay current on policies and procedures
- Report client suggestions/complaints
- Report client quotes, reasons for account closures, and service upsells
Requirements
- Bachelor's Degree preferred (Business/Economics/Government preferred)
- 1-3+ years of related client service experience
- Strong communication skills, both written and verbal
- Team player, with a passion for delivering exceptional customer service
- Strong attention to detail
- Strong change agility and ability to shift quickly as needed
- A driven nature and willingness to tackle complex projects and goals
- Comfortable in a fast-paced environment
- Comfortable meeting and exceeding daily and weekly critical metric benchmarks
- Open to feedback, ongoing learning, and comfortable asking questions
- Reliable and consistently punctual
Benefits
- Health insurance coverage
- Life and disability insurance
- Generous 401K employer matching program
- Paid holidays
- Paid time off (PTO)
- Annual bonuses and short- and long-term incentives
