Backup Care Specialist

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 Backup Care Specialist provides customer service support for clients with backup care needs for their children, dependents, or adult loved ones. In this role, the specialist is responsible for assessing client eligibility, reviewing individual care needs, and explaining the backup care programs available. The specialist documents request details in the management system, conducts research and contacts network providers, secures care arrangements, and communicates with members regarding identified resources. This is a flex position, with responsibilities rotating between different tasks to support various aspects of the backup care program. Client interactions occur via telephone, web, chat, and email.

Note: This position is hybrid based in Dallas, TX (Mondays, Wednesdays and Thursdays in office)

Hours: Monday to Thursday 9am-5:30pm and Friday 10:30am-7pm CT
The schedule may be subject to change and some holiday hours are required.

What You’ll Do:

• Provide top-notch customer service to all clients and providers. 
• Ensure the achievement of high client satisfaction by providing attentive listening around the client’s specific needs and educating the client on his/her benefits options.
• Conduct research and provide backup care referrals when handling fulfillment requests.
• Ensures the highest quality of client satisfaction by meeting the company standards for production and quality.
• Collaborate and communicate effectively with the internal team.
• Utilize and document case information in LifeCare’s CRM database.
• Log, track, and document all support issues by utilizing the call-tracking software tools.
• Maintain department and individual standards for performance.
• Consistently meeting call center metric standards for average speed to answer, service level agreements, and abandon rates to guarantee highest quality of customer satisfaction.
• Process Backup Care reimbursement requests as needed.

Who You Are:

• Associate's or Bachelor’s Degree preferred.
• Familiarity or experience in a child care and/or adult care setting.
• Top-notch customer service skills are required.
• Strong attention to detail and adherence to call center metrics.
• Outstanding analytical, organizational, and time management skills.
• Excellent written and oral communication; demonstrated active listening and interpersonal skills.
• Excellent computer literacy and keyboarding skills.

For a list of our Perks + Benefits, click here!

Care.com supports diverse families and communities and seeks employees who are just as diverse. As an equal opportunity employer, Care.com recognizes the power of a diverse and inclusive workforce and encourages applications from individuals with varied experiences, perspectives, and backgrounds. Care.com is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation, please reach out to talent@care.com.

Company Overview:

Available in more than 20 countries, Care.com is the world's leading platform for finding and managing high-quality family care. Care.com is designed to meet the evolving needs of today's families and caregivers, offering everything from household tax and payroll services and customized corporate benefits packages covering the care needs of working families, to innovating new ways for caregivers to be paid and obtain professional benefits. Since 2007, families have relied on Care.com's industry-leading products—from child and elder care to pet care and home care. Care.com is an IAC company (NASDAQ: IAC).

Pay Rate: $20-$22/hr. (non-negotiable) 

The range listed is just one component of Care.com’s total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life, and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).