Backup Care Specialist

Care.com•Dallas, TX

2d•$20 - $22•Hybrid

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 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.

Requirements

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.

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, 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.