Care Specialist, After Hours

Summary

Join Care.com's After Hours Care Specialist Team and deliver exceptional member experiences by providing guidance and resources for everyday challenges and major life decisions. You will handle member interactions across various channels (phone, web, email, chat), conduct thorough needs assessments, offer educational support, and connect members to relevant benefits. After comprehensive training, you will provide expert assistance on topics including help desk support, mental health resources, backup care scheduling, and crisis support. You will assess member needs, offer education and guidance, verify eligibility, document requests, and collaborate with the research team. Adherence to performance metrics is crucial for ensuring high member satisfaction. This role requires evening, overnight, and weekend shifts with occasional holidays.

Requirements

• Bachelor’s degree preferred; relevant work experience considered in lieu of a degree
• 2–4+ years, ideally in human services or related fields (e.g., social work, public health)
• High emotional intelligence
• Strong written and verbal communication
• Excellent analytical, organizational, and time management abilities
• Adaptability in a fast-changing environment

Responsibilities

• 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 in the evenings, overnight, and on weekends, with occasional holiday shifts as needed. Length of each shift can range from 4-12 hours
• Perform additional duties as assigned by management

Benefits

• Health insurance coverage
• Life, and disability insurance
• A generous 401K employer matching program
• Paid holidays
• Paid time off (PTO)
• Annual bonuses and short- and long-term incentives