After-Hours Care Support Specialist – Empathetic & Impactful

Care Com; Dallas (TX); Vor Ort; USD 26.000 - 33.000; Vollzeit

Zusammenfassung

Care.com is seeking empathetic, solutions-oriented After Hours Care Specialists to support members via phone, email, and chat. The role focuses on helping families navigate care solutions, corporate benefits, and crisis resources during evenings and weekends.

You will handle member inquiries, assist with crisis resources, verify eligibility in the CRM, and strive to meet KPIs and customer satisfaction targets in a fast-paced environment.

Qualifikationen

• 2–4+ years in customer or client service.
• Bachelor's degree preferred (or equivalent work experience).
• High emotional intelligence (EQ) and strong communication skills.
• Ability to manage multiple tasks in a fast-paced environment.

Aufgaben

• Member Support: Answer inbound calls, emails, and chats with empathy and professionalism.
• Crisis & EAP Support: Guide members to mental health resources (EAP) and provide critical resources for urgent shelter, food, or crisis situations.
• Data Management: Verify member eligibility and document interactions accurately within the CRM system.
• Performance Metrics: Meet or exceed daily/weekly KPIs, including service level agreements and customer satisfaction scores.

Kenntnisse

Empathy

Crisis management

Data entry

Multitasking

EQ

Verbal communication

Written communication

Ausbildung

Bachelor's degree preferred

Jobbeschreibung

Care.com is seeking empathetic, solutions-oriented After Hours Care Specialists to support members via phone, email, and chat. The role focuses on helping families navigate care solutions, corporate benefits, and crisis resources during evenings and weekends.

You will handle member inquiries, assist with crisis resources, verify eligibility in the CRM, and strive to meet KPIs and customer satisfaction targets in a fast-paced environment.