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 Care.com is where families go to find care and where caregivers go to find meaningful work. It was founded in 2006, and is headquartered in Austin, Texas, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship Care.com has a track record of offering H1B sponsorships, with 17 in 2025, 8 in 2024, 21 in 2023, 20 in 2022, 25 in 2021, 12 in 2020. Please note that this does not guarantee sponsorship for this specific role.