Backup Care Specialist

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 Backup Care Specialist provides customer service support for clients with backup care needs for their children, dependents or adult loved ones. In this role, the specialist is responsible for determining the client’s eligibility requirements, assessing and reviewing client specific needs; explaining the backup care program available to them; documenting the details of the request in the management system, conducting research and contacting providers when working on fulfillment. Client interactions are via telephone, web, chat, and email. 

Work Environment: Hybrid - In Office Monday, Wednesday & Thursday

Location: 2801 North Central Expressway Dallas Texas 75204

Hours:

Monday: 7am-3:30pm CT 
Tuesday: 7am-3:30pm CT
Wednesday: 10:30am-7pm CT 
Thursday: 9am-5:30pm CT
Friday: 10:30am-7pm CT

Position Overview:

The Backup Care Specialist provides customer service support for clients with backup care needs for their children, dependents or adult loved ones. In this role, the specialist is responsible for determining the client’s eligibility requirements, assessing and reviewing client specific needs; explaining the backup care program available to them; documenting the details of the request in the management system, conducting research and contacting providers when working on fulfillment. Client interactions are via telephone, web, chat, and email. 

What You’ll Do:

• Provide top-notch customer service to all clients and providers. 
• Ensure the achievement of high client satisfaction by providing attentive listening around the client’s specific needs and educating the client on his/her benefits options.
• Conduct research and provide backup care referrals, when working on fulfillment.
• Ensures the highest quality of client satisfaction by meeting the company standards for production and quality.
• Collaboration and communication with the internal team.
• Utilize and document case information in LifeCare’s CRM database.
• Log, track, and document all support issues by utilizing the call-tracking software tools.
• Maintain department and individual standards for performance.
• Consistently meeting call center metric standards for average speed to answer, service level agreements, and abandon rates to guarantee highest quality of customer satisfaction.

Who You Are:

• Associate's or Bachelor’s Degree preferred.
• Familiarity or experience in a child care and/or adult care setting.
• Top-notch customer service skills are required.
• Strong attention to detail and adherence to call center metrics.
• Outstanding analytical, organizational, and time management skills.
• Excellent written and oral communication; demonstrated active listening and interpersonal skills.
• Excellent computer literacy and keyboarding skills.

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).

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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