Job DescriptionThe Care Specialist Team delivers an exceptional member experience by providing guidance and resources for both everyday challenges and major life decisions. This role handles all member interactions across phone, web, email, and chat, conducting thorough needs assessments, offering educational support, and connecting members to relevant benefits.What You'll Do:Provide professional, empathetic customer service by answering inbound calls with a positive demeanor.Assess member needs through active listening, probing, and problem-solving, offering appropriate education and guidance.Support members via email, web, and chat between calls.Verify member eligibility, document requests in the CRM system, and explain benefits based on individual plans.Collaborate with the Research Team to connect members with relevant resources.Adhere to performance metrics, including service levels, call abandonment rates, and response times, to ensure high member satisfaction.Educate members on various topics, including prenatal care, child care, adoption, parenting, academics, special needs, financial hardship, relocation, home repairs, travel, pet care, and wellness.Provide critical resources for members in urgent or crisis situations.Provide queue coverage with scheduled shifts between 8:00 AM – 8:00 PM ET, Monday–Friday, with occasional holiday shifts as needed.Perform additional duties as assigned by management.Work Environment:Hybrid – We are in the office Monday, Wednesday & Thursday.Office Location:2801 North Central Expressway, 11th Floor Dallas TX 75204Schedule:9:00–5:30 CT Monday, Tuesday, Wednesday, Thursday10:30–7:00 CT FridayQualifications:Education: Bachelor's degree preferred; relevant work experience considered in lieu of a degree.Experience: 2–4+ years, ideally in education or related fields (e.g., social work, child care, public or private school).High emotional intelligenceStrong written and verbal communicationExcellent analytical, organizational, and time-–management abilitiesAdaptability in a fast-changing environmentCollaborative team player with a commitment to outstanding customer serviceGoal-–oriented, meeting or exceeding daily and weekly KPIsOpen to feedback, continuous learning, and proactive in seeking clarityReliable, punctual, and exercises sound judgment and discretionCompensation:$24/hr (non-–negotiable)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).#J-18808-Ljbffr