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.

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, as well as guide the member to any relevant benefits.

• Following a comprehensive training program, the Care Specialist is expected to provide expert assistance on a variety of requests. The topics covered include but are not limited to: Emotional Wellness (health care providers, mental health resources, financial hardship resources), Home Care (moving & relocation, home repairs, travel), and Legal Financial (family law, document preparation, debt/credit, civil and criminal matters).
• The Care Specialist will document important details on the member’s needs, provide that information to our Research Team and relevant third-party partners who 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.

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
• Work alongside our Research Team to connect 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, financial hardship, moving & relocation, home repairs, travel, pet sitting and health & wellness.
• Providing resources for members in urgent/crisis situations.
• Fulfill any additional responsibilities 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, 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, 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

Company Overview:
Available in 21 countries, Care.comis 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.comfor 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.comis an IAC company (NASDAQ: IAC).

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

The salary listed is just one component of ’s total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, 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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