Customer Care Specialist (Legal/Financial)

About Care.com 

Care.com is a consumer tech company with heart. We’re on a mission to solve a human challenge we all face: finding great care for the ones we love. We’re moms and dads and pet parents. We have parents and grandparents so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that.

Here, entrepreneurs, self-starters, team players, and big thinkers unite behind a common cause. Here, we’re applying data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, if you thrive on collaboration and building new things, and if you’re all about using your talent for good, Care.com is the place for you.

What Your Days Will be Like:

The LifeCare Specialist is responsible for conducting needs assessments and research for community resources related to a clients’ presenting situation or identified need. In this role, the Specialist must use their educational background and institutional knowledge to interpret and assess client requests. They must demonstrate and utilize problem-solving skills, effective communication techniques, and strong interpersonal skills. In addition to client interactions, a Specialist is directly responsible for locating and contacting community resources and assistance to help meet his/her clients’ needs. Independent judgment and discretion are expected when locating the most appropriate resources and assistance for clients. Client interactions are via telephone, web, chat, and email.

What You'll Be Working On: 

  • Provide extensive discipline-specific consultations and advisory services via telephone by completing needs assessments with the clients in a professional, thorough, and customer service-driven manner.
  • Ensure the achievement of high client satisfaction by counseling the client on their specific needs and educating the client on all available options.
  • Assist client with his/her specific needs by utilizing active listening, probing, and problem-solving skills.
  • Research and contact potential community resources that meet client-specific needs.
  • Ensure the highest quality of client satisfaction by meeting the company standards for production and quality.
  • Ensure that client’s needs have been met by performing follow-up calls after the case has been completed.
  • Consistently meeting call center metric standards. For example, service level agreements, call abandonment rates, and average speed to answer to guarantee the highest quality of customer satisfaction.
  • Any responsibilities assigned by management

What You’ll Need to Succeed:

  • Associate’s or Bachelor’s Degree preferred.
  • In lieu of degree, 3+ years’ experience in a customer service or a legal or financial setting may be considered.
  • Top-notch customer service, assessment, researching, and networking skills.
  • Strong listening, probing, and problem-solving skills.
  • Exceptional analytical, organizational, and time management skills.
  • Excellent written and oral communication
  • Outstanding active listening and interpersonal skills
  • Demonstrates a high commitment to team members and the needs of the team
  • Strong attention to detail and adherence to call center metrics.
  • Excellent computer literacy and keyboarding skills.
  • Advanced skills with MS applications
  • Experience with CRM systems preferred

For a list of our Perks + Benefits, click here!

**Care.com supports diverse families and communities and seeks employees who are just as diverse. As an equal opportunity employer, Care.com recognizes the power of a diverse and inclusive workforce and encourages applications from individuals with varied experiences, perspectives, and backgrounds. Care.com is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation, please reach out to talent@care.com.**

__________________________________________________________________________________________________________________________

Company Overview:

Available in more than 20 countries, Care.com is the world's leading platform for finding and managing high-quality family care. Care.com is designed to meet the evolving needs of today's families and caregivers, offering everything from household tax and payroll services and customized corporate benefits packages covering the care needs of working families, to innovating new ways for caregivers to be paid and obtain professional benefits. Since 2007, families have relied on Care.com's industry-leading products—from child and elder care to pet care and home care. Care.com is an IAC company (NASDAQ: IAC).