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:

Care.com is looking for a full-time, Customer Care Representative to join our Global Customer Care team. In this role, you will act as the primary point of contact for customers seeking assistance. You will primarily engage with clients through phone and email, while also demonstrating proficiency across various channels, such as live chat and social media when necessary. You will manage high-level and escalated cases, including assisting Enterprise members with enrollment, addressing privacy and data removal requests, and handling sensitive issues.

Note: 

• This is a hybrid role based in Dallas, TX (in office Mon/Wed/Thurs, work-from-home Tues/Fri) 
• This is a full-time role. The schedule for this role is Mon-Fri, 7:30am-4pm CST 

What You’ll Do:

• Conduct thorough research and resolve inquiries related to account features and policies, all while upholding our commitment to exemplary service.
• Provide basic to moderately complex technical support across desktop and mobile platforms.
• Maintain detailed documentation and tracking of all customer interactions using our company platform, following department procedures.
• Consistently meet or exceed key performance indicators, including benchmarks for quality, efficiency, customer satisfaction, and adherence to schedules.
• Manage multiple inquiries simultaneously, efficiently resolving issues.
• Thrive in an environment with minimal structure by handling various responsibilities, tackling special projects, and spearheading new initiatives.
• Promote Care.com subscriptions and additional value-added services to customers.
• Provide unwavering support to customers in escalated cases.
• Undertake any additional tasks as assigned.
• Successfully complete a 90-day probationary training program.

Who You Are:

• Minimum of 1+ years of experience in a customer service role, preferably in a call center environment
• Strong customer service, technical and computer skills
• Exceptional verbal and written communication skills
• Positive, goal-oriented, and able to work both independently as well as part of a team
• Strong analytical, critical thinking, and strategic problem-solving skills
• Ability to manage multiple projects and tasks concurrently
• Must possess a positive and goal-oriented mindset
• Experience with Salesforce, and/or GURU is a plus
• Adapts well to dynamic, fast-paced team environments, with the ability to work independently
• Equipped for remote work, with reliable internet access and a dedicated, quiet office space

For a list of our Perks + Benefits, clickhere!

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 accommodation, please reach out to [email protected].

Company Overview:

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. Care.com is an IAC company (NASDAQ: IAC).

Hourly Rate: $16.00-$19.23/hr.

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).