Backup Care Specialist

Care.com; Fort Worth, Town of Texas (TX, WI); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Care.com, a consumer tech company, seeks a Backup Care Specialist to deliver exceptional customer service for backup care needs. You will assess eligibility, connect clients with resources, and document requests in the case management system using web, phone, chat, and email channels.

The role requires strong communication, attention to detail, and CRM familiarity, with a schedule of M–Th 9:30am–6:00pm CT and Fri 10:30am–7:00pm CT.

Qualifications

• Associates or Bachelor’s Degree preferred.
• Experience in child care and/or adult care setting is a plus.
• Strong attention to detail and adherence to call center metrics.
• Excellent written and oral communication; active listening and interpersonal skills.
• Experience with Customer Relationship Management (CRM) systems is a plus.
• Experience with MS applications.

Responsibilities

• Provide top-notch customer service to all clients and providers.
• Ensure high client satisfaction by attentive listening and educating on benefits options.
• Conduct research and provide backup care referrals.
• Maintain company production and quality standards.
• Document case information in LifeCare’s CRM database.
• Log and track all support issues using call tracking software.
• Meet call center metric standards for speed, service level, and abandon rates.
• Any responsibilities assigned by management.

Skills

Customer service

Active listening

Communication skills

Analytical skills

Attention to detail

Teamwork

Education

Associates or Bachelor's Degree preferred

Tools

CRM systems

MS Office

Job description

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.

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.

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.
• 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

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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