Job Description
About Care.com
Care is critical. 73% of Americans provide caregiving support for loved ones, but finding quality, affordable care is a significant challenge for many. This lack of care substantially impacts employee work productivity, wellbeing, and retention. 87% of caregivers have missed work due to a lack of available care, and 20% have quit or reduced their hours.
Care’s employer-sponsored family care benefits provide unparalleled support for the diverse caregiving needs of employees - whether they’re caring for children, adult loved ones, pets, or themselves. Our trusted, flexible, and innovative caregiving platform empowers employees to find holistic care options that fit their unique needs and budgets.
Work Environment: Hybrid, On-Site M, W, TH | Office Location: 2801 North Central Expressway, Dallas Texas
Position Overview
The Care Specialist Team delivers an exceptional member experience by providing guidance and resources for both everyday challenges and major life decisions. This role is responsible for handling all member interactions — including phone, web, email, and chat — by conducting thorough needs assessments, offering educational support, and connecting members to relevant benefits.
Following a comprehensive training program, the Care Specialist will provide expert assistance across a variety of topics, including but not limited to:
- Emotional Wellness: Financial hardship support
- Home Care: Moving and relocation, home repairs, travel assistance
- Legal & Financial: Family law, document preparation, debt/credit support, civil and criminal matters
Care Specialists are responsible for documenting member needs, collaborating with our Research Team and third-party partners, and ensuring members receive high-quality referrals. Success in this role requires strong attention to detail, excellent communication skills, professionalism, and a team-first mindset.
What You’ll Do
- Answer inbound calls with a positive, professional, and empathetic approach
- Conduct active listening and needs assessments to determine the appropriate support and resources
- Support members across email, web, and chat during call downtimes
- Verify member eligibility and record requests in our CRM system
- Educate members about their individual benefit plans and available services
- Collaborate with the Research Team to ensure members are connected with appropriate resources
- Maintain performance standards including service level agreements, call metrics, and response times
- Educate members on a variety of topics such as prenatal care, child care, adoption, parenting, academics, special needs, financial hardship, relocation, home repairs, travel, pet care, and wellness
- Provide critical support for members in urgent or crisis situations
- Provide queue coverage during scheduled shifts between 8:00 AM – 8:00 PM ET, Monday–Friday, including occasional holiday coverage
- Perform additional responsibilities as assigned by management
Who You Are
- Bachelor’s Degree preferred, or relevant work experience in lieu of a degree
- 2–4+ years of client service experience, ideally in a human services field (e.g., social work, public health, education, crisis centers)
- High emotional intelligence and empathy
- Strong verbal and written communication skills
- Excellent analytical, organizational, and time management abilities
- Adaptable and comfortable in a fast-paced environment
- Collaborative team player with a passion for delivering exceptional service
- Goal-oriented, with a track record of meeting or exceeding KPIs
- Receptive to feedback and committed to ongoing learning
- Reliable, punctual, and exercises sound judgment and discretion
Company Overview
Available in 21 countries, Care.com is one of the largest providers of online services for finding family care and care jobs, spanning in-home and in-center care solutions. Since 2007, families have relied on Care.com for an array of care for children, seniors, pets, and the home. Designed to meet the evolving needs of today’s families and caregivers, the Company also offers customized corporate benefits packages to support working families, household tax and payroll services, and innovations for caregivers to find and book jobs.
Compensation: $24/hr. (non-negotiable)
The compensation listed represents the anticipated rate for this position. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).
#LI-Hybrid
