Care Specialist - Parenting + Education

Care.com•Dallas, TX

74d•$24•Hybrid

About The Position

Care Specialist - Parenting + Education 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. Work Environment: Hybrid, On-Site M, W, TH | Office Location: 2801 North Central Expressway, Dallas Texas Schedule: Monday: 8am-4:30pm CT Tuesday: 9:00-5:30pm CT Wednesday: 8:30-5:00pm CT Thursday: 8:30-5:00pm CT Friday: 9:00-5:30pm CT (Rotating Friday11:30am-7pm CT) Position Overview: The Care Specialist Team delivers an exceptional member experience by providing guidance and resources for both everyday challenges and major life decisions. This role is responsible for handling all member interactions-including phone, web, email, and chat-by conducting thorough needs assessments, offering educational support, and connecting members to relevant benefits. Following a comprehensive training program, the Care Specialist will provide expert assistance across a variety of topics, including but not limited to: Child Care & Parenting: We take a hands-on approach to connecting families with suitable child care options and helping them navigate the ever-changing challenges of parenting, including: Providing expert advice on their kids' educational needs from preschool through college. Navigating adoption, fertility, and other complex parenting challenges. Identifying federal, local, and state programs and resources for parents. Disability & Neurodiversity: We provide comprehensive disability and neurodiversity support for employees, their children, and any adults under their care, including: Providing expert coaching to help navigate testing and diagnosis, education, advocacy, and ongoing planning and support.

Requirements

2-4+ years of experience, ideally in education or related fields (e.g., social work, child care, public or private school).
Bachelor's degree preferred; relevant work experience considered in lieu of a degree.
High emotional intelligence
Strong written and verbal communication
Excellent analytical, organizational, and time management abilities
Adaptability in a fast-changing environment
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

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 7:00 AM - 7:00 PM CT, Monday-Friday, with occasional holiday shifts as needed.
Perform additional duties as assigned by management.