Backup Care Specialist

About This Role

The Backup Care Specialist provides essential customer service and support, helping clients find backup care for their loved ones. This role involves assessing client needs, explaining program benefits, and conducting provider research to ensure high client satisfaction.

Responsibilities

• Provide top-notch customer service to all clients and providers
• Ensure high client satisfaction by actively listening to specific needs and educating clients on benefits options
• Conduct research and provide backup care referrals for fulfillment
• Ensure the highest quality of client satisfaction by meeting company standards for production and quality
• Collaborate and communicate with the internal team
• Utilize and document case information in LifeCare's CRM database
• Log, track, and document all support issues using call-tracking software tools
• Maintain department and individual standards for performance
• Consistently meet call center metric standards for average speed to answer, service level agreements, and abandon rates

Requirements

• Top-notch customer service skills
• Strong attention to detail and adherence to call center metrics
• Outstanding analytical, organizational, and time management skills
• Excellent written and oral communication; demonstrated active listening and interpersonal skills
• Excellent computer literacy and keyboarding skills

Qualifications

• Associate's or Bachelor's Degree preferred

Nice to Have

• Familiarity or experience in a child care and/or adult care setting

Skills

* Required skills

Benefits