About this role
The Care Specialist Team delivers an exceptional member experience by providing guidance and resources for both everyday challenges and major life decisions. This role is responsible for handling all member interactions — including phone, web, email, and chat — by conducting thorough needs assessments, offering educational support, and connecting members to relevant benefits.
Following a comprehensive training program, the Care Specialist will provide expert assistance across a variety of topics, including but not limited to:
Emotional Wellness: Financial hardship supportHome Care: Moving and relocation, home repairs, travel assistanceLegal & Financial: Family law, document preparation, debt/credit support, civil and criminal mattersCare Specialists are responsible for documenting member needs, collaborating with our Research Team and third-party partners, and ensuring members receive high-quality referrals. Success in this role requires strong attention to detail, excellent communication skills, professionalism, and a team-first mindset.
What You’ll Do
Answer inbound calls with a positive, professional, and empathetic approachConduct active listening and needs assessments to determine the appropriate support and resourcesSupport members across email, web, and chat during call downtimesVerify member eligibility and record requests in our CRM systemEducate members about their individual benefit plans and available servicesCollaborate with the Research Team to ensure members are connected with appropriate resourcesMaintain performance standards including service level agreements, call metrics, and response timesEducate members on a variety of topics such as prenatal care, child care, adoption, parenting, academics, special needs, financial hardship, relocation, home repairs, travel, pet care, and wellnessProvide critical support for members in urgent or crisis situationsProvide queue coverage during scheduled shifts between 8:00 AM – 8:00 PM ET, Monday–Friday, including occasional holiday coveragePerform additional responsibilities as assigned by management Education: Bachelor’s degree preferred; relevant work experience considered in lieu of a degree.Experience: 2–4+ years, ideally in human services (e.g., social work, public health, crisis centers).Skills:High emotional intelligenceStrong written and verbal communicationExcellent analytical, organizational, and time management abilitiesAdaptability in a fast-changing environmentWork Ethic & Approach:Collaborative 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 discretion Available in 21 countries, Care.com is one of the largest providers of online services for finding family care and care jobs, spanning in-home and in-center care solutions. Since 2007, families have relied on Care.com for an array of care for children, seniors, pets, and the home. Designed to meet the evolving needs of today’s families and caregivers, the Company also offers customized corporate benefits packages to support working families, household tax and payroll services, and innovations for caregivers to find and book jobs.
Office Location: 2801 North Central Expressway, Dallas Texas 75204
Schedule
Monday 9:30am-6:00pm CSTTuesday 10:30am-7:00pm CSTWednesday 8:30am-5:00pm CSTThursday 8:30am-5:00pm CSTFriday 9:30am-6:00pm CSTCompensation: $20-24/hr. The compensation listed represents the anticipated rate for this position. 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).
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