Backup Care Specialist
About The Position
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 his/her specific needs; explaining the backup care program available to them; documenting the details of the request in case management system; conducting research and contacting providers; contacting client with identified resource and conducting follow-up to ensure client satisfaction. Client interactions are via telephone, web, chat, and email.
Requirements
- Associates or Bachelor’s Degree preferred.
- Familiarity or experience in a child care and/or adult care setting.
- Top notch customer service skills 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.
- Demonstrates a high dedication to team members and needs of the team
Nice To Haves
- Experience with Customer Relationship Management (CRM) systems a plus.
- Experience with MS applications.
Responsibilities
- 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.
- Ensures the highest quality of client satisfaction by meeting the company standards for production and quality.
- 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.
- And any and all responsibilities as assigned by management.
Benefits
- health insurance coverage
- life, and disability insurance
- a generous 401K employer matching program
- paid holidays
- paid time off (PTO)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
