REMOTE Social Worker - Special Needs

About Us

We are 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.

What the job is:

The Special Needs/Parenting Team is responsible for providing an unparalleled experience to our members by providing guidance and resources for all of life’s daily distractions and major decisions. Each Specialist will do this by fielding requests via phone and email, conducting a needs assessment to identify the member’s needs, providing education on the topic, gathering information necessary to provide resources, and guiding the member to any relevant benefits. After a comprehensive training program, the Specialist is expected to provide expert assistance on a variety of requests, including assisting with special needs resources, adoption, childbirth resources, and many other areas. The Specialist will work alongside our Research Team to provide the member with resources that comprehensively address the member’s request. To do this, the Specialist is expected to stay up to date with the latest information and resources to help meet the member’s diverse requests. Additionally, they will be knowledgeable about military culture and sensitive to all needs surrounding military life. This position is very hands-on and requires a high attention to detail, excellent communication skills, and a high level of professionalism. A strong work ethic and a strong desire to be part of the team are critical for success.

What You'll Be Working On:

• Answering inbound calls with a smile, delivering professional and empathetic customer service
• Assessing member needs by utilizing active listening, probing, and problem-solving skills and providing education and guidance related to the presenting need
• Work alongside our Research Team to connect member with the appropriate resources to address their needs
• Maintain consistent adherence to metric standards, including service level agreements, call abandonment rates, and average speed to answer, to ensure the highest quality member satisfaction
• Fulfill any additional responsibilities assigned by management

What You’ll Need to Succeed:

• Local to the Dallas-Fort Worth area is a MUST
• Master’s Degree required -must be from an accredited graduate program in a mental health related field
• such as social work, psychology, marriage/family therapy, or counseling
• Willing to work night and weekend shift to meet needs from clients located worldwide
• 1-3+ years of client service experience, preferably in a human services field
• High emotional intelligence and strong communication skills, both written and verbal
• Team-player, with a passion for delivering exceptional customer service
• Exceptional analytical, organizational and time management skills
• Strong change agility and ability to pivot quickly as needed
• Comfortable in a fast-paced environment
• Comfortable meeting and exceeding daily and weekly KPI benchmarks
• Open to feedback, ongoing learning, and comfortable asking questions
• Reliable and consistently punctual
• Independent judgment and discretion

We support diverse families and communities and seeks employees who are just as diverse. As an equal opportunity employer, we recognize the power of a diverse and inclusive workforce and encourages applications from individuals with varied experiences, perspectives, and backgrounds. We are committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation, please reach out to matthew.thornett@gqrgm.com