Care Specialist

Care.com•Dallas, TX

1d•$24 - $24•Hybrid

About The Position

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 - whether they’re 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. Work Environment: Hybrid, On-Site M, W, TH | Office Location: 2801 North Central Expressway, Dallas Texas 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: Emotional Wellness: Financial hardship support Home Care: Moving and relocation, home repairs, travel assistance Legal & Financial: Family law, document preparation, debt/credit support, civil and criminal matters Care Specialists are responsible for documenting member needs, collaborating with our Research Team and third-party partners, and ensuring members receive high-quality referrals. Success in this role requires strong attention to detail, excellent communication skills, professionalism, and a team-first mindset.

Requirements

Bachelor’s Degree preferred, or relevant work experience in lieu of a degree
2–4+ years of client service experience, ideally in a human services field (e.g., social work, public health, education, crisis centers)
High emotional intelligence and empathy
Strong verbal and written communication skills
Excellent analytical, organizational, and time management abilities
Adaptable and comfortable in a fast-paced environment
Collaborative team player with a passion for delivering exceptional service
Goal-oriented, with a track record of meeting or exceeding KPIs
Receptive to feedback and committed to ongoing learning
Reliable, punctual, and exercises sound judgment and discretion

Responsibilities

Answer inbound calls with a positive, professional, and empathetic approach
Conduct active listening and needs assessments to determine the appropriate support and resources
Support members across email, web, and chat during call downtimes
Verify member eligibility and record requests in our CRM system
Educate members about their individual benefit plans and available services
Collaborate with the Research Team to ensure members are connected with appropriate resources
Maintain performance standards including service level agreements, call metrics, and response times
Educate members on a variety of topics such as prenatal care, child care, adoption, parenting, academics, special needs, financial hardship, relocation, home repairs, travel, pet care, and wellness
Provide critical support for members in urgent or crisis situations
Provide queue coverage during scheduled shifts between 8:00 AM – 8:00 PM ET, Monday–Friday, including occasional holiday coverage
Perform additional responsibilities as assigned by management