Carecom Hiring for Customer Service Representative (Remote) at Austin, TX Full Time

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, remote Member Care Representative to join our Global Consumer Operations team. In this role, you will act as the primary point of contact for members seeking assistance. You will primarily communicate with them via phone, while also demonstrating proficiency in using various channels like email, live chat, and social media as required. The cases you’ll handle will often involve escalated issues, including assisting our Enterprise members with enrollment, addressing privacy and data removal requests, and managing dispute cases.

• Schedule: Monday-Friday, 8am-4:30pm Eastern Time**

What You’ll Do:

• Conduct thorough research and resolve inquiries related to account features and policies, all while maintaining our commitment to providing exemplary service.
• Provide basic to moderately complex technical support on both the desktop site 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, demonstrating efficiency in issue resolution.
• Thrive in an environment with minimal structure, effectively handling various responsibilities and special projects, and spearheading new initiatives.
• Promote Care.com subscriptions and additional value-added services to our valued members.
• Provide unwavering support to customers in escalated cases.
• Undertake any other 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 in a call center environment
• Strong customer service, technical and computer skills
• Exceptional verbal and written communication skills
• Must be positive, goal oriented and able to work well independently as well as on a team
• Strong analytical, critical thinking, and strategic problem solving abilities
• Proficiency in managing 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 and can work independently
• Equipped for remote work with reliable internet access and a dedicated, quiet office space

For a list of our Perks + Benefits, click here!

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 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).

Hourly Rate: $16.80/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).