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Client Service Specialist
2 months ago
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. Position Overview:The Consulting Team at HomePay handles all client contact and account management, including answering inbound phone calls and responding to emails, faxes, and letters, as well as implementing account changes. This team is charged with delivering exceptional client service while maintaining operational efficiency. This position is very hands-on and requires a high attention to detail, excellent communication skills, and a high level of professionalism. A strong work ethic and a strong desire to work on a team are essential for success. After completing the training program, you'll immediately be working with clients on the phone and via emailDays are focused on inbound calls from household employers and employees with tax and labor law questionsYou'll take inbound client calls, in addition to ongoing client follow-ups and non-phone account managementWe're a team-focused group; some days will be focused on helping other teams meet goals or finish projectsNote: This is a hybrid position based in Dallas, TX (in office two days per week; Mondays and Wednesdays) What You'll Do:Answer a minimum of 40 inbound phones with a smile, delivering accurate and complete consultationsCheck voicemail and return calls same business dayRespond to inbound emails with professionalism and warmthReview and implement online changes timely, so that all changes are approved within one business day of submissionProcess faxes and notices same-day and alert clients of urgent notices that require actionSupport other departments as business needs emergeRequest and earn positive social media reviewsAttend meetings, read procedure updates, etc., to stay current on policies and proceduresReport client suggestions/complaintsReport client quotes, reasons for account closures, and service upsellsWho You Are:Bachelor's Degree preferred (Business/Economics/Government preferred)1-3+ years of related client service experienceStrong communication skills, both written and verbalTeam-player, with a passion for delivering exceptional customer serviceStrong attention to detailStrong change agility and ability to shift quickly as neededA driven nature and willingness to tackle complex projects and goalsComfortable in a fast-paced environmentComfortable meeting and exceeding daily and weekly critical metric benchmarksOpen to feedback, ongoing learning, and comfortable asking questionsReliable and consistently punctualFor a list of our Perks + Benefits, click hereCare.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 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).Salary Range: $26.25 (hourly) The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Care.com's total compensation package for employees. 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).
