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.
Care.com is looking for part-time Member Care Representatives to support the Member Care team. This team is responsible for helping members through various communication channels, including:
- Phone
- Live Agent Chat
- Social Media
- Other
**PLEASE NOTE: You will need to be able to provide your own equipment (laptop) to be considered for this role. This is a part-time, remote work opportunity. The number of scheduled hours will fluctuate weekly and are determined by business need. You can expect to work in 5 hour increments. During “peak season” months (June-September), you can expect 25-29 hours per week. During non-peak months, you can expect 10-20 hours per week on average. Email/Chat-based support hours are 24/7/365.
What You’ll Be Working On:
- Researching and resolving inquiries ranging from account features and policies to credit card dispute cases following standard procedures while providing brand-aligned “There For You” service
- Providing basic to moderately complex technical support on both the desktop site and mobile platforms
- Escalating cases as warranted based on company guidelines and processes
- Documenting and tracking all contact and casework following department procedures
- Meeting or exceeding key performance indicators such as quality, efficiency, customer satisfaction, and schedule compliance
- Handling multiple issues at once to efficiently solve a large number of inquiries
- Effectively work independently in a minimally structured environment
- Supporting additional projects identified by the team and/or cross-functionally
- Up-selling members on Care.com subscriptions and additional value-added services
- Identifying and reporting system bugs
What You’ll Need to Succeed:
- Demonstrated ability to write clearly, concisely and with attention to tone
- Excellent proofreading, editorial, and computer skills
- Excellent organizational and multi-tasking skills
- Effective problem-solving skills and the ability to make decisions in a timely manner
- Strong oral and written communication skills
- Great attention to detail
- Dependability – the individual consistently adheres to set schedule, follows instructions, responds to management direction and solicits feedback to improve performance
- Enthusiasm for handling and resolving problems
- Adaptability to changes in the work environment or schedule
- Ability to manage competing demands and deal with frequent change, delays or unexpected events
- Ability to establish priorities for yourself and your team and work independently and efficiently
- Ability to implement discretionary decision making
- Ability to follow set guidelines and processes
- Ability to build relationships and trust among team members and embody Care.com’s mission/values in working with team members
- Must be enthusiastic, flexible, adaptable and possess a sense of humor
Education/Other Pre-Requisites:
- Intermediate computer knowledge
- Must be able to pass a computer/internet literacy test during the interview process
- 2+ years of experience in a professional environment
- Must have access to a mobile device for technical troubleshooting (either an android or iOS smartphone or tablet)
- Customer service and virtual team experience a plus
**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 workforce and encourages applications from individuals with varied experiences, perspectives, and backgrounds.**
){kind=link}