Care Specialist - Aging and Adult Care

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 regardless of who they are 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.

Whether employees are looking for ongoing care, covering care gaps with Backup Care, or seeking expert guidance to navigate life changes and challenges, Care is there to offer superior choice and hands-on support that significantly enhances their quality of life at work and at home. With Care benefits, employees stay productive, employers attract and retain top talent, and organizations and their workforces thrive. Because when care works, the world can go to work.

Work Environment:  Hybrid, On-Site M, W, TH | Office Location: 2801 North Central Expressway, Dallas Texas

Schedule: Monday, Tuesday, Wednesday, Friday 9:00AM-5:30PM CT, Thursday and (Rotating Friday) 10:30AM-7PM CT

Purpose - Our purpose is to empower employees with caregiving benefits that support every life stage and allow them to easily find care wherever, however, and whenever they need it.

Vision - Our vision is to be the global leader in providing comprehensive and flexible caregiving solutions.

Mission - Our mission is to help working families find trusted care that fits their budgets.

Promise - Our promise is to deliver superior service across our comprehensive, customized, and trusted suite of caregiving benefits that will help employees navigate the complexities of care and employers maximize their workforce productivity and wellbeing.

The Care Specialist Team delivers an exceptional member experience by providing guidance and resources for both everyday challenges and major life decisions. This role handles all member interactions across phone, web, email, and chat, conducting thorough needs assessments, offering educational support, and connecting members to relevant benefits.

After comprehensive training, the Care Specialist will be able to: 

• Provide expert guidance on the right care options, whether that’s aging in-home, moving to a senior living community, or other care options.
• Deliver expert coaching around navigating difficult conversations with aging loved ones including, memory challenges, financial concerns, and overall well-being.

Responsibilities include documenting member needs, coordinating with the Research Team and third-party partners, and ensuring high-quality referrals. Care Specialists are expected to stay informed on the latest resources to effectively address diverse member requests. Success in this role requires attention to detail, strong communication skills, professionalism, teamwork, and a commitment to excellence.

Key Responsibilities:

• Provide professional, empathetic customer service by answering inbound calls with a positive demeanor.
• Assess member needs through active listening, probing, and problem-solving, offering appropriate education and guidance.
• Support members via email, web, and chat between calls.
• Verify member eligibility, document requests in the CRM system, and explain benefits based on individual plans.
• Collaborate with the Research Team to connect members with relevant resources.
• Adhere to performance metrics, including service levels, call abandonment rates, and response times, to ensure high member satisfaction.
• Educate members on various topics, including prenatal care, child care, adoption, parenting, academics, special needs, financial hardship, relocation, home repairs, travel, pet care, and wellness.
• Provide critical resources for members in urgent or crisis situations.
• Provide queue coverage with scheduled shifts between 8:00 AM – 8:00 PM ET, Monday–Friday, with occasional holiday shifts as needed.
• Perform additional duties as assigned by management.

Qualifications for Success:

• Education: Bachelor’s degree preferred; relevant work experience considered in lieu of a degree.
• Experience: 2–4+ years, ideally in adult care related services or human services (e.g., social work, public health)  
• Skills:
• High emotional intelligence
• Strong written and verbal communication
• Excellent analytical, organizational, and time management abilities
• Adaptability in a fast-changing environment
• Work Ethic & Approach:
• Collaborative team player with a commitment to outstanding customer service
• Goal-oriented, meeting or exceeding daily and weekly KPIs
• Open to feedback, continuous learning, and proactive in seeking clarity
• Reliable, punctual, and exercises sound judgment and discretion

For a list of our Perks + Benefits, click here!

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).

Compensation: $24/hr. (non-negotiable)

The base salary range above represents the anticipated low and high end of the national salary range for this position. 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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