Job Description

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 determining the client’s eligibility requirements, assessing and reviewing his/her specific needs; explaining the backup care program available to them; documenting the details of the request in case management system; conducting research and contacting providers; contacting client with identified resource and conducting follow-up to ensure client satisfaction. Client interactions are via telephone, web, chat, and email.

Work Environment: Hybrid - In Office Monday, Wednesday & Thursday

Location: 2801 North Central Expressway Dallas Texas 75204

Working Schedule: M-Th 9:30am-6pm CT, Fri 10:30am-7pm CT

What You’ll Be Working On:

• 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.
• Ensures the highest quality of client satisfaction by meeting the company standards for production and quality.
• 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.
• And any and all responsibilities as assigned by management.

Qualifications

• Associates or Bachelor’s Degree preferred.
• Familiarity or experience in a child care and/or adult care setting.
• Top notch customer service skills 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.
• Demonstrates a high dedication to team members and needs of the team
• Experience with Customer Relationship Management (CRM) systems a plus.
• Experience with MS applications.

Additional Information

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

Hourly Rate: $22/hr (non negotiable)

The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. 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).

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