Care Specialist (Customer Support) - Hybrid

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 by providing guidance and resources for all of life’s daily distractions and major decisions. This position is responsible for all member contact, including fielding requests by phone, web, email, and chat. The care specialist will conduct a needs assessment to identify the member’s needs, provide education on the topic, gather information necessary to provide to our research team, and guide the member to any relevant benefits.

• After a comprehensive training program, the Care Specialist is expected to provide expert assistance on various requests, including assisting with locating childcare and many other areas. This position focuses on Parenting, Childcare, Education, and Neurodiversity & Disability.
• The Care Specialist will document important details on the member’s needs, and provide that information to our Research Team, and our Research team will vet and provide the member with referrals that meet their needs.
• The Care Specialist is expected to stay up to date with the latest information and resources to help meet our client’s diverse requests. 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 be part of the team are critical for success.

Location Note: This position is based in Austin, TX, and is hybrid in office 3 days per week (Monday/Wednesday/Thursday) 

Work Schedule Note: The schedule for this role is as follows: Mon/Tues/Wed/Fri - 9am-5pm CT | Thurs. 11am-7pm CT (occasional Fridays will be 11am-7pm CT) 

Training Schedule Note: Training will be Monday-Friday 8am-4pm CT for the first 3-4 weeks of employment 

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, assist members who submit requests via email/web/chat
• Verifying member eligibility for our services, recording requests in our CRM system, and providing details about benefits based on individual benefits plans
• Work alongside our Research Team to connect the member with the appropriate resources to address their needs
• 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
• Educating on a variety of needs such as prenatal care, child care, adoption, parenting, academics, special needs, disabilities, and health & wellness.
• Providing resources for members in urgent/crisis situations.

Who You Are:

• Bachelor’s Degree preferred, or relevant work experience in lieu 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 the daily and weekly KPI benchmarks
• Open to feedback, and 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
  

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 talent@care.com.

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. Care.com is an IAC company (NASDAQ: IAC).

Hourly Rate:  $24.00/hr (non-negotiable) 

The rate 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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Last updated on Aug 14, 2024