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Backup Care Specialist - Child Care

Company Name:
LifeCare
Title: Backup Care Specialist - Child Care Scope of Responsibility: The Backup Care Specialist provides inbound and outbound telephonic customer service support for clients with backup care needs for their children or dependents. The incumbent is responsible for determining the client's eligibility requirements, assessing and reviewing his/her specific needs; explaining the backup care program available to them; documenting the details of the request in case management system; contacting client with identified resource and conducting follow-up to ensure client satisfaction. Provide top-notch customer service to all clients and providers. Ensure the achievement of high client satisfaction by providing attentive listening around the client's specific needs and educating the client on his/her benefits options. Provide backup care referrals. Ensures the highest quality of client satisfaction by meeting the company standards for production and quality. Ensure that the client's needs have been met by performing follow-up calls. Utilize and document case information in LifeCare's CRM database. Log, track and document all support issues by utilizing the call tracking software tools. Maintain department and individual standards for performance. Consistently meeting call center metric standards for ASA, service level agreements, and abandon rates to guarantee highest quality of customer satisfaction. And any and all responsibilities as assigned by management. Qualifications Required: Associates or Bachelor's Degree preferred. Familiarity or experience in a child care setting. Top notch customer service skills required. Strong attention to detail and adherence to call center metrics. Detail oriented and strong organizational skills. Excellent written and oral communication; demonstrated active listening and interpersonal skills. Excellent computer literacy and keyboarding skills. Experience with Customer Relationship Management (CRM) systems a plus. Experience with MS applications.

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