Job Description

The Care Specialist Team delivers an exceptional member experience by providing guidance and resources for both everyday challenges and major life decisions. This role handles all member interactions across phone, web, email, and chat, conducting thorough needs assessments, offering educational support, and connecting members to relevant benefits.

After comprehensive training, the Care Specialist will provide expert assistance across various topics, including but not limited to:

• Child Care & Parenting: We take a hands-on approach to connecting families with suitable child care options and helping them navigate the ever-changing challenges of parenting, including:
  • Providing expert advice on their kids’ educational needs from preschool through college.
  • Navigating adoption, fertility, and other complex parenting challenges. Identifying federal, local, and state programs and resources for parents.
• Disability & Neurodiversity: We provide comprehensive disability and neurodiversity support for employees, their children, and any adults under their care, including:
  • Providing expert coaching to help navigate testing and diagnosis, education, advocacy, and ongoing planning and support.

Work Environment: Hybrid - We are in the office Monday, Wednesday & Thursday

Office Location: 2801 North Central Expressway, 11th Floor Dallas TX 75204

Schedule: 9:00-5:30 CT Monday, Tuesday, Wednesday, Thursday, 10:30-7:00 CT Friday

What You'll Do:

• Provide professional, empathetic customer service by answering inbound calls with a positive demeanor.
• Assess member needs through active listening, probing, and problem-solving, offering appropriate education and guidance.
• Support members via email, web, and chat between calls.
• Verify member eligibility, document requests in the CRM system, and explain benefits based on individual plans.
• Collaborate with the Research Team to connect members with relevant resources.
• Adhere to performance metrics, including service levels, call abandonment rates, and response times, to ensure high member satisfaction.
• Educate members on various topics, including prenatal care, child care, adoption, parenting, academics, special needs, financial hardship, relocation, home repairs, travel, pet care, and wellness.
• Provide critical resources for members in urgent or crisis situations.
• Provide queue coverage with scheduled shifts between 8:00 AM – 8:00 PM ET, Monday–Friday, with occasional holiday shifts as needed.
• Perform additional duties as assigned by management.

Qualifications

• Education: Bachelor’s degree preferred; relevant work experience considered in lieu of a degree.
• Experience: 2–4+ years, ideally in education or related fields (e.g., social work, child care, public or private school).
• 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

Additional Information

Company Overview:

Available in 21 countries, Care.com is one of the largest providers of online services for finding family care and care jobs, spanning in-home and in-center care solutions. Since 2007, families have relied on Care.com for an array of care for children, seniors, pets, and the home. Designed to meet the evolving needs of today’s families and caregivers, the Company also offers customized corporate benefits packages to support working families, household tax and payroll services, and innovations for caregivers to find and book jobs.

Compensation: $24/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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