Care Specialist

CareBenefits gives employees personalized support for the full range of caregiving needs in their lives, whether they're caring for children, adult loved ones, pets, or themselves through a trusted, flexible platform paired with real human guidance. At the heart of CareBenefits is our Care Specialist team: dedicated care experts who work one-on-one with employees to understand their specific situation, research and vet care options, and connect them with the right providers for their needs and budget. Care Specialists are the human touch behind our platform — turning a stressful, time-consuming search into a guided, supported experience. 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 support Home Care: Moving and relocation, home repairs, travel assistance Legal & Financial: Family law, document preparation, debt/credit support, civil and criminal matters Care 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 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 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 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 1 Monday 8:30am-5:00pm CST Tuesday 9:30am-6:00pm CST Wednesday 10:30am-7:00pm CST Thursday 8:30am-5:00pm CST Friday 8:30am-5:00pm CST Schedule 2 Monday 8:00am-4:30pm CST Tuesday 8:30am-5:00pm CST Wednesday 8:00am-4:30pm CST Thursday 8:00am-4:30pm CST Friday 10:30am-7:00pm CST Compensation: $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). #LI-Hybrid