Care Specialist

Care.com • Dallas, TX

6d • Hybrid

About The Position

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; relevant work experience considered in lieu of a degree.
• 2–4+ years, ideally in human services (e.g., social work, public health, crisis centers).
• 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

• 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

Benefits

• health insurance coverage
• life and disability insurance
• a generous 401K employer matching program
• paid holidays
• paid time off (PTO)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level