Customer Care Specialist - Hybrid

Overview

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. Our culture reflects that passion, with a focus on autonomy, collaboration, and using talent for good.

The Care Specialist Team provides an unparalleled experience to our members by fielding requests via phone, web, email, and chat and guiding the member to relevant benefits or services. This open position is within our Member Support Team.

• Answer inbound calls with professional and empathetic customer service.
• Assess member needs using active listening, probing, and problem-solving skills; provide education and guidance related to the presenting need.
• Assist members who submit requests via email, web, or chat in between calls.
• Verify member eligibility for services, record requests in the CRM, and provide details about benefits based on individual plans.
• Maintain adherence to metric standards (service levels, call abandonment, and average speed to answer) to ensure high-quality member satisfaction.
• Fulfill any additional responsibilities assigned by management.

• Bachelor’s Degree preferred, or relevant work experience in lieu of a degree.
• 1-3+ years of client service experience, preferably in a human services field.
• High emotional intelligence and strong written and verbal communication skills.
• Team-player with a passion for delivering exceptional customer service.
• Strong analytical, organizational, and time-management skills.
• Adaptable and able to pivot quickly in a fast-paced environment.
• Comfortable meeting or exceeding daily and weekly KPI benchmarks.
• Open to feedback and ongoing learning; able to ask questions when needed.
• Reliable and consistently punctual; demonstrates independent judgment and discretion.

• This is a full-time, 40-hour-per-week position.
• Schedule:
  
  Monday - Friday; specific hours listed in original posting (CST).
• Hourly pay rate: $20 - $22/hr (non-negotiable).
• Hybrid in Dallas, TX (in-office 3 days/week; remote on Tue/Fri).

supports diverse families and communities and seeks employees who are just as diverse. We are an equal opportunity employer and encourage applications from individuals with varied experiences, perspectives, and backgrounds. We provide reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation, please reach out to  The hourly pay rate is listed above; additional rewards may include bonuses and benefits, including health and life insurance, a 401K program, paid holidays, and PTO.