About Care.com 

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.

What Your Days Will Be Like: 

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.

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 client contacts 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
• Any and all responsibilities as assigned by management

What You’ll Need to Succeed:

• Associates or Bachelor’s Degree preferred
• In lieu of degree, 1-2 years experience in an appropriate field
• Top-notch customer service skills required
• Ability to work in a fast-paced setting
• Demonstrates great attention to detail and re-prioritize as needed
• Outstanding analytical, organizational, and time management skills
• Excellent written and oral communication; demonstrated active listening and interpersonal skills.
• Demonstrates a high dedication to team members and needs of the team
• Excellent digital literacy and keyboarding skills.
• Advanced skills with MS applications
• Experience with CRM systems a plus

For a list of our Perks + Benefits, click here!

**Care.com supports diverse families and communities and seeks employees who are just as diverse. As an equal opportunity employer, Care.com recognizes the power of a diverse and inclusive workforce and encourages applications from individuals with varied experiences, perspectives, and backgrounds. Care.com is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation, please reach out to [email protected].**

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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. Care.com is an IAC company (NASDAQ: IAC).