Care Specialist After Hours

Job Description

The After Hours 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:

• Help desk - assisting members with navigating the Lifecare website
• Mental Health Resources - connecting members with their Employee Assistance Programs (EAP)
• Back Up Care - scheduling back-up care (child, adult, pet) for eligible members
• Crisis Support - providing members with immediate resources for shelter, food, etc.

Work Environment: Remote (Dallas, TX Area)

Weekly Schedule (Central Time): Note: Occasional holiday coverage is required.

• Fri: 7pm–11pm
• Sat: 7am–6pm
• Sun: 7am–7pm
• Mon: 7pm–7am (Overnight into Tue)
• Tue: 7pm–11pm

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 in the evenings, overnight, and on weekends, with occasional holiday shifts as needed. Length of each shift can range from 4-12 hours.
• Perform additional duties as assigned by management.

Qualifications:
Qualifications

• Education: Bachelor’s degree preferred; relevant work experience considered in lieu of a degree.
• Experience: 2–4+ years, ideally in human services or related fields (e.g., social work, public health).
• High emotional intelligence
• Strong written and verbal communication
• Excellent analytical, organizational, and time management abilities
• Adaptability in a fast-changing environment

Additional Information

At this time, Care does NOT employ in any of the following states: Alaska, Arkansas, California, Delaware, Hawaii, Iowa, Idaho, Maine, Minnesota, Mississippi, Montana, North Dakota, Nevada, Oregon, Rhode Island, South Dakota, Washington, West Virginia, Wyoming, Vermont.

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.

Compensation: $24/hr. (non-negotiable)

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).

Compensation:
$24-$24