Care Specialist - Parenting & Education at Care.com — NeverHard

Job Description The Care Specialist Team delivers an exceptional member experience by providing guidance and resources for both everyday challenges and major life decisions. This role handles all member interactions across phone, web, email, and chat, conducting thorough needs assessments, offering educational support, and connecting members to relevant benefits. After comprehensive training, the Care Specialist will provide expert assistance across various topics, including but not limited to: Child Care & Parenting: We take a hands-on approach to connecting families with suitable child care options and helping them navigate the ever-changing challenges of parenting, including: Providing expert advice on their kids’ educational needs from preschool through college. Navigating adoption, fertility, and other complex parenting challenges. Identifying federal, local, and state programs and resources for parents. Disability & Neurodiversity: We provide comprehensive disability and neurodiversity support for employees, their children, and any adults under their care, including: Providing expert coaching to help navigate testing and diagnosis, education, advocacy, and ongoing planning and support. Work Environment: Hybrid - We are in the office Monday, Wednesday & Thursday Office Location: 2801 North Central Expressway, 11th Floor Dallas TX 75204 Schedule: 9:00-5:30 CT Monday, Tuesday, Wednesday, Thursday, 10:30-7:00 CT Friday What You'll Do: Provide professional, empathetic customer service by answering inbound calls with a positive demeanor. Assess member needs through active listening, probing, and problem-solving, offering appropriate education and guidance. Support members via email, web, and chat between calls. Verify member eligibility, document requests in the CRM system, and explain benefits based on individual plans. Collaborate with the Research Team to connect members with relevant resources. Adhere to performance metrics, including service levels, call abandonment rates, and response times, to ensure high member satisfaction. Educate members on various topics, including prenatal care, child care, adoption, parenting, academics, special needs, financial hardship, relocation, home repairs, travel, pet care, and wellness. Provide critical resources for members in urgent or crisis situations. Provide queue coverage with scheduled shifts between 8:00 AM – 8:00 PM ET, Monday–Friday, with occasional holiday shifts as needed. Perform additional duties as assigned by management.