Premium Client Solutions Specialist

Care.com • Dallas, TX

3d • Remote

About The Position

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. We are seeking a dedicated and highly skilled Premium Client Solutions Specialist to join our team providing exceptional support to our valued clients. In this role, you will be responsible for resolving client inquiries and issues efficiently and effectively, ensuring a positive and seamless experience. You will be a key point of contact for our clients, demonstrating empathy, problem-solving skills, and a commitment to providing top-tier service.

Requirements

• Minimum 5 years of experience in a customer service role, preferably in a fast-paced environment.
• Strong verbal and written communication skills with the ability to explain complex information clearly.
• Demonstrated ability to analyze problems, identify solutions, and implement them effectively.
• Ability to understand and address client concerns with empathy and patience.
• Strong attention to detail and accuracy in documenting client interactions and issue resolutions.
• Proficiency in using CRM systems (Salesforce preferred), Google suites and other relevant software applications.
• Ability to work effectively in a team environment and contribute to a positive work culture.
• Ability to adapt to changing priorities and handle multiple tasks simultaneously.

Responsibilities

• Promptly and accurately address client inquiries and resolve issues related to our products or services.
• Respond to client calls, emails, and other communication channels in a professional and timely manner.
• Accurately document all client interactions and issue resolutions in our CRM system (Salesforce preferred).
• Provide clear and comprehensive information to clients regarding our products, services, and policies.
• Escalate complex issues to appropriate internal teams while maintaining clear communication with the client.
• Adhere to established service level agreements and company procedures to ensure consistent and high-quality support.
• Gather client feedback and identify opportunities for service improvement.
• Work collaboratively with team members to ensure efficient workflow and knowledge sharing.
• Meet or exceed performance metrics related to call handling time, resolution rates, and client satisfaction.

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
• Education Level: No Education Listed