Customer Care Specialist - Hybrid
Care.com is a consumer tech company focused on solving the challenge of finding great care for loved ones. The Customer Care Specialist will provide exceptional service to members through various communication channels, guiding them to relevant benefits and services while maintaining high standards of customer satisfaction.
Responsibilities
- Answering inbound calls with a smile, delivering professional and empathetic customer service
- Assessing member needs by utilizing active listening, probing, and problem-solving skills and providing education and guidance related to the presenting need
- In between calls, assisting members who submit requests via email/web/chat
- Verifying member eligibility for our services, recording request in our CRM system, and providing details about benefits based on individual benefits plans
- Maintain consistent adherence to metric standards, including service level agreements, call abandonment rates, and average speed to answer, to ensure the highest quality member satisfaction
- Fulfill any additional responsibilities assigned by management
Skills
- High emotional intelligence and strong communication skills, both written and verbal
- Team-player, with a passion for delivering exceptional customer service
- Exceptional analytical, organizational and time management skills
- Strong change agility and ability to pivot quickly as needed
- Comfortable in a fast-paced environment
- Comfortable meeting or exceeding daily and weekly KPI benchmarks
- Open to feedback, ongoing learning, and comfortable asking questions
- Reliable and consistently punctual
- Independent judgment and discretion
- Bachelor's Degree preferred, or relevant work experience in lieu of a degree
- 1-3+ years of client service experience, preferably in a human services field
Benefits
- Health insurance coverage
- Life and disability insurance
- A generous 401K employer matching program
- Paid holidays
- Paid time off (PTO)
Company Overview
Company H1B Sponsorship