Premium Client Solutions Specialist

Care.com; Town of Texas (WI); Hybrid; USD 33,062,000 - 35,818,000; Full time

Benefits offered by this job

Hybrid work environment

Office in Dallas

Health insurance

401K matching

Paid holidays

Paid time off

Job summary

Care.com is seeking a Premium Client Solutions Specialist to deliver exceptional support to clients. You will resolve inquiries, manage inbound communications, and document interactions in our CRM system (Salesforce preferred).

The role emphasizes empathy, problem-solving, and adherence to SLAs in a hybrid environment. This position requires at least 5 years in customer service, strong communication, and the ability to collaborate with teams to ensure high-quality client experiences.

Qualifications

• Proven Customer Service Experience: Minimum 5 years of experience in a customer service role.
• Excellent Communication Skills: Strong verbal and written communication skills.
• Problem-Solving Ability: Ability to analyze problems and implement solutions.
• Empathy and Patience: Address client concerns with empathy and patience.
• Detail-Oriented: High accuracy in documenting interactions and resolutions.
• Technical Proficiency: Proficiency with CRM systems (Salesforce preferred) and Google suites.
• Team Player: Works well in a team and supports colleagues.
• Adaptability: Handles changing priorities and multitasks.

Responsibilities

• Resolve client inquiries and issues promptly and accurately.
• Manage inbound communications via calls, emails, and other channels.
• Record all client interactions and resolutions in the CRM (Salesforce preferred).
• Provide clear information about products, services, and policies.
• Escalate complex issues to internal teams with clear client communication.
• Adhere to SLAs and company procedures for consistent quality.
• Gather client feedback and identify service improvements.
• Collaborate with team members to ensure efficient workflow.

Skills

Customer service

Communication skills

Problem-solving

Empathy

Detail-oriented

CRM systems

Google Workspace

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 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).
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