Care Specialist (Customer Support) - Hybrid

$49,920 - $49,920/Yr

Care.com - Dallas, TX

Full-time - Entry Level

Hybrid - Dallas, TX

Administrative and Support Services

About the position

The Care Specialist position at Care.com involves providing exceptional customer support to members by addressing their needs through various communication channels. This hybrid role requires a strong focus on member engagement, needs assessment, and resource connection, ensuring that members receive the guidance and support they require for various life challenges. The position emphasizes a high level of professionalism, attention to detail, and the ability to work collaboratively with the Research Team to deliver effective solutions.

Responsibilities

• Answer inbound calls with a smile, delivering professional and empathetic customer service
• Assess member needs by utilizing active listening, probing, and problem-solving skills and providing education and guidance related to the presenting need
• Assist members who submit requests via email/web/chat in between calls
• Verify member eligibility for services, record requests in the CRM system, and provide details about benefits based on individual plans
• Work alongside the Research Team to connect members with appropriate resources to address their needs
• Maintain consistent adherence to metric standards, including service level agreements, call abandonment rates, and average speed to answer
• Educate on a variety of needs such as prenatal care, child care, adoption, parenting, academics, special needs, disabilities, financial hardship, moving & relocation, home repairs, travel, pet sitting, and health & wellness
• Provide resources for members in urgent/crises
• Fulfill any additional responsibilities assigned by management

Requirements

• Bachelor's Degree preferred, or relevant work experience in place of a degree
• 2-4+ years of client service experience, preferably in a human services field
• High emotional intelligence and strong communication skills, both written and verbal
• Team player, with a passion for delivering exceptional customer service
• Exceptional analytical, organizational, and time management skills
• Strong change agility and ability to pivot quickly as needed
• Comfortable in a fast-paced environment
• Comfortable meeting or exceeding daily and weekly KPI benchmarks
• Open to feedback, ongoing learning, and comfortable asking questions
• Reliable and consistently punctual
• Independent judgment and discretion
• Professional or internship experience in social work, public health, education, or related fields is a plus

Nice-to-haves

• Professional or internship experience in social work, public health, education, or related fields

Benefits

• Health insurance coverage
• Life and disability insurance
• Generous 401K employer matching program
• Paid holidays
• Paid time off (PTO)