Customer Support Specialist

Summary

Join Care.com as an After Hours Customer Support Specialist and deliver exceptional customer service to members by handling calls and emails professionally and efficiently. Guide members through Work-Life and Employee Assistance Plan benefits, assess their needs, and provide problem-solving support. Research resources for urgent situations, schedule backup care, connect members to Employee Assistance Programs, and assist with financial hardship resources. Provide first-level help desk support, including password resets, registration assistance, and website navigation. Educate members on various topics and meet performance metrics. This remote position is located in Dallas, Texas and requires weekend and overnight shifts.

Requirements

• 2-4+ years of client service experience, preferably in a human services field (e.g., social work, public health)
• High emotional intelligence and strong communication skills
• Excellent analytical, organizational, and time management abilities
• Adaptability in a fast-changing environment
• Collaborative, goal-oriented, and committed to exceptional service
• Open to feedback, proactive, and exercises sound judgment
• Willing to work every Saturday and Sunday, at least one overnight shift throughout the week, and occasional Holiday shifts

Responsibilities

• Deliver professional, empathetic customer service through inbound calls
• Assess member needs through active listening and problem-solving, offering education and guidance
• Assist members via email, web, and chat
• Verify eligibility, document requests in CRM, and explain benefits
• Meet performance metrics (service levels, call abandonment, response times)
• Educate members on topics like prenatal care, parenting, financial hardship, relocation, and wellness
• Provide resources for urgent and crisis situations
• Perform additional duties as assigned

Preferred Qualifications

Bachelor’s degree preferred; equivalent experience considered

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