Customer Care Specialist - Hybrid

Care.com•Dallas, TX

2d•$20 - $22•Hybrid

About The Position

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. Position Overview: The Care Specialist Team is responsible for providing an unparalleled experience to our members. Each Care Specialist will do this by fielding requests via phone, web, email, and chat and guiding the member to relevant benefits or services. The Care Specialist is expected to use their educational and professional background, as well as our in-house training, to interpret and assess client requests. This position is very hands-on and requires a high attention to detail, excellent communication skills, strong multi-tasking skills, and a high level of professionalism. A strong work ethic and a desire to be part of the team are critical for success. This open position is within our Member Support Team . IMPORTANT - PLEASE READ: This is a full-time, 40-hour-per-week position. The schedule for this position is: Monday - 9am-5:30pm, Tuesday - 10:30am-7pm, Wednesday - 9am-5:30pm, Thursday - 8am-4:30pm, Friday - 10:30am-7pm (all times CST) The hourly pay rate for this position is $20 - $22/hr. and is non-negotiable. This position is hybrid in Dallas, TX (3 days per week in office (Mon/Wed/Thurs), Tuesday/Fridays are remote.)

Requirements

Bachelor’s Degree preferred, or relevant work experience in lieu of a degree
1-3+ years of client service experience, preferably in a human services field
High emotional intelligence and strong communication skills, both written and verbal
Team-player, with a passion for delivering exceptional customer service
Exceptional analytical, organizational and time management skills
Strong change agility and ability to pivot quickly as needed
Comfortable in a fast-paced environment
Comfortable meeting or exceeding daily and weekly KPI benchmarks
Open to feedback, ongoing learning, and comfortable asking questions
Reliable and consistently punctual
Independent judgment and discretion

Responsibilities

Answering inbound calls with a smile, delivering professional and empathetic customer service
Assessing member needs by utilizing active listening, probing, and problem-solving skills and providing education and guidance related to the presenting need
In between calls, assisting members who submit requests via email/web/chat
Verifying member eligibility for our services, recording request in our CRM system, and providing details about benefits based on individual benefits plans
Maintain consistent adherence to metric standards, including service level agreements, call abandonment rates, and average speed to answer, to ensure the highest quality member satisfaction
Fulfill any additional responsibilities assigned by management