Premium Client Solutions Specialist

Care.com; Dallas (TX); Hybrid; USD 33,000 - 36,000; Full time

Benefits offered by this job

Health insurance coverage

Life, and disability insurance

401K employer matching

Paid holidays

Paid time off (PTO)

Job summary

Care.com seeks a dedicated Premium Client Solutions Specialist in Dallas to resolve client inquiries, manage calls and emails, and document interactions in Salesforce, delivering empathetic, high-quality support.

This hybrid role offers weekday hours and a collaborative environment where you help families and caregivers with clear information, effective problem-solving, and timely escalation when needed. Experience in customer service is essential.

Qualifications

• Minimum 5 years of experience in a customer service role.
• Excellent verbal and written communication skills.
• Strong problem-solving ability with a customer-first mindset.
• Detail-oriented with excellent documentation accuracy.
• Proficiency in using CRM systems (Salesforce preferred) and Google Suite.
• Team player with collaborative mindset.
• Adaptability to changing priorities and multitasking.

Responsibilities

• Resolve client inquiries and issues related to our products or services.
• Respond to client calls, emails, and other communications in a timely manner.
• Document all client interactions and resolutions in our CRM (Salesforce preferred).
• Provide clear information about our products, services, and policies.
• Escalate complex issues to internal teams while keeping the client informed.
• Follow SLAs and company procedures to ensure consistent support.
• Collect client feedback and suggest service improvements.
• Collaborate with team members to ensure efficient workflow.
• Maintain performance metrics for call handling time, resolution rates, and satisfaction.

Skills

Customer service

Communication

Problem-solving

Empathy

Detail-oriented

Salesforce

Team player

Adaptability

Tools

Salesforce

Google Workspace

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

We are seeking a dedicated and highly skilled Premium Client Solutions Specialist to join our team providing exceptional support to our valued clients. In this role, you will be responsible for resolving client inquiries and issues efficiently and effectively, ensuring a positive and seamless experience. You will be a key point of contact for our clients, demonstrating empathy, problem-solving skills, and a commitment to providing top-tier service.

What You’ll Do

• Issue Resolution & Troubleshooting: Promptly and accurately address client inquiries and resolve issues related to our products or services.
• Inbound Communication Management: Respond to client calls, emails, and other communication channels in a professional and timely manner.
• Detailed Record Keeping: Accurately document all client interactions and issue resolutions in our CRM system (Salesforce preferred).
• Information Provision: Provide clear and comprehensive information to clients regarding our products, services, and policies.
• Escalation Management: Escalate complex issues to appropriate internal teams while maintaining clear communication with the client.
• Process Adherence: Adhere to established service level agreements and company procedures to ensure consistent and high-quality support.
• Client Feedback Collection: Gather client feedback and identify opportunities for service improvement.
• Team Collaboration: Work collaboratively with team members to ensure efficient workflow and knowledge sharing.
• Maintain Performance Standards: Meet or exceed performance metrics related to call handling time, resolution rates, and client satisfaction.

Qualifications

• Proven Customer Service Experience: Minimum 5 years of experience in a customer service role, preferably in a fast-paced environment.
• Excellent Communication Skills: Strong verbal and written communication skills with the ability to explain complex information clearly.
• Problem-Solving Ability: Demonstrated ability to analyze problems, identify solutions, and implement them effectively.
• Empathy and Patience: Ability to understand and address client concerns with empathy and patience.
• Detail-Oriented: Strong attention to detail and accuracy in documenting client interactions and issue resolutions.
• Technical Proficiency: Proficiency in using CRM systems (Salesforce preferred), Google suites and other relevant software applications.
• Team Player: Ability to work effectively in a team environment and contribute to a positive work culture.
• Adaptability: Ability to adapt to changing priorities and 1 handle multiple tasks simultaneously.

Additional Information

Position Hours:

Monday - Friday 10:30am - 7:00PM CT

Work Environment:

Hybrid - Monday Wednesday & Thursday

Office Address:

2801 N Central Expressway Dallas Texas 75204

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.

Salary Range:

$24 - $26/hr.

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).

• health insurance coverage
• life, and disability insurance
• a generous 401K employer matching program
• paid holidays
• paid time off (PTO)