Care Specialist

Answer inbound calls with a positive, professional, and empathetic approach

Conduct active listening and needs assessments to determine the appropriate support and resources

Support members across email, web, and chat during call downtimes

Verify member eligibility and record requests in our CRM system

Educate members about their individual benefit plans and available services

Collaborate with the Research Team to ensure members are connected with appropriate resources

Maintain performance standards including service level agreements, call metrics, and response times

Educate 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 wellness

Provide critical support for members in urgent or crisis situations

Provide queue coverage during scheduled shifts between 8:00 AM – 8:00 PM ET, Monday–Friday, including occasional holiday coverage

Perform 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 intelligence Strong written and verbal communication Excellent analytical, organizational, and time management abilities Adaptability in a fast-changing environment

High emotional intelligence

Strong written and verbal communication

Excellent analytical, organizational, and time management abilities

Adaptability in a fast-changing environment

Work Ethic & Approach: Collaborative team player with a commitment to outstanding customer service Goal-oriented, meeting or exceeding daily and weekly KPIs Open to feedback, continuous learning, and proactive in seeking clarity Reliable, punctual, and exercises sound judgment and discretion

Collaborative team player with a commitment to outstanding customer service

Goal-oriented, meeting or exceeding daily and weekly KPIs

Open to feedback, continuous learning, and proactive in seeking clarity

Reliable, 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.