Care Specialist - After Hours

Care Com; Dallas (TX); On-site; USD 26,000 - 33,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Empathy

Crisis management

Data entry

Multitasking

EQ

Verbal communication

Written communication

Education

Bachelor's degree preferred

Job description

• Compensation: USD 19.23 - USD 24 - hourly

Company 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.

Job Description

Care.com is looking for empathetic, solutions-oriented After Hours Care Specialists to support members via phone, email, and chat. In this role, you will help families navigate care solutions, corporate benefits, and urgent crisis resources during evenings and weekends.

What You’ll Do

• 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.

Weekly Schedule (Eastern Time)

• Monday & Tuesday: OFF
• Thursday: 8:00pm - 12:00am ET
• Friday: 8:00pm - 11:30pm ET
• Saturday: 9:00am - 9:00pm ET
• Sunday: 9:00am to 8:00pm ET

Qualifications

• Experience: 2-4+ years in customer/client service, preferably in a human services field like social work or public health.
• Education: Bachelor's degree preferred (or equivalent work experience).
• Core Skills: High emotional intelligence (EQ), excellent verbal/written communication, and strong multi-tasking skills.
• Work Style: Thrives in a fast-paced environment, reliable, agile through change, and open to continuous coaching

Additional Information

Compensation: $19.23 - $24.00 / hourly

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).

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.