Job Description
About Care.com
Care.com is a consumer tech company with heart. We’re on a mission to solve a human challenge we all face: finding great care for the ones we love. We’re moms and dads and pet parents. We have parents and grandparents, so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that.
Here, entrepreneurs, self-starters, team players, and big thinkers unite behind a common cause. Here, we’re applying data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, if you thrive on collaboration and building new things, and if you’re all about using your talent for good, Care.com is the place for you.
Position Overview:
The Care Specialist Team is responsible for providing an unparalleled experience to our members. Each Care Specialist will do this by fielding requests via phone, web, email, and chat and guiding the member to relevant benefits or services.
The Care Specialist is expected to use their educational and professional background, as well as our in-house training, to interpret and assess client requests. This position is very hands-on and requires a high attention to detail, excellent communication skills, strong multi-tasking skills, and a high level of professionalism. A strong work ethic and a desire to be part of the team are critical for success. This open position is within our Member Support Team.
IMPORTANT - PLEASE READ:
- This is a full-time, 40-hour-per-week position. The schedule for this position is: Monday - 9am-5:30pm, Tuesday - 10:30am-7pm, Wednesday - 9am-5:30pm, Thursday - 8am-4:30pm, Friday - 10:30am-7pm (all times CST)
- The hourly pay rate for this position is $20 - $22/hr. and is non-negotiable.
- This position is hybrid in Dallas, TX (3 days per week in office (Mon/Wed/Thurs), Tuesday/Fridays are remote.)
What You’ll Do:
- Answering inbound calls with a smile, delivering professional and empathetic customer service
- Assessing member needs by utilizing active listening, probing, and problem-solving skills and providing education and guidance related to the presenting need
- In between calls, assisting members who submit requests via email/web/chat
- Verifying member eligibility for our services, recording request in our CRM system, and providing details about benefits based on individual benefits plans
- Maintain consistent adherence to metric standards, including service level agreements, call abandonment rates, and average speed to answer, to ensure the highest quality member satisfaction
- Fulfill any additional responsibilities assigned by management
Who You Are:
- Bachelor’s Degree preferred, or relevant work experience in lieu of a degree
- 1-3+ 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
For a list of our Perks + Benefits, click here!
Care.com supports diverse families and communities and seeks employees who are just as diverse. As an equal opportunity employer, Care.com recognizes the power of a diverse and inclusive workforce and encourages applications from individuals with varied experiences, perspectives, and backgrounds. Care.com is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation, please reach out to [email protected].
Company Overview:
Available in more than 20 countries, Care.com is the world’s leading platform for finding and managing high-quality family care. Care.com is designed to meet the evolving needs of today’s families and caregivers, offering everything from household tax and payroll services and customized corporate benefits packages covering the care needs of working families, to innovating new ways for caregivers to be paid and obtain professional benefits. Since 2007, families have relied on Care.com’s industry-leading products—from child and elder care to pet care and home care. Care.com is an IAC company (NASDAQ: IAC).
Hourly Pay Rate: $20 - $22/hr. (non-negotiable)
The range listed is just one component of Care.com’s total compensation package for employees. 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).
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