Retention Specialist - Hybrid - Dallas, TX

About Care.com 

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. 

Position Overview:

We are seeking a Retention Specialist to increase customer retention and loyalty within our Marketing Solutions verticals, primarily daycare providers, with expansion into additional areas. The Retention Specialist will gather and address provider complaints and feedback, troubleshoot issues, and implement strategies to reduce churn while increasing customer lifetime value (LTV). This role is crucial in achieving key performance indicators (KPIs), with a current goal of maintaining a 40% retention rate.

What You’ll Do:

• Engage with providers to understand concerns, gather feedback, and address issues effectively.

• Develop and implement strategies to reduce churn and improve retention rates.

• Meet and exceed retention KPIs, with a focus on a 40% retention rate.

• Educate and provide value to partners by offering solutions and resources.

• Optimize and refine processes to enhance response efficiency and improve customer experience.

Who You Are:

• Strong empathy, listening, and validation skills with a patient and solutions-oriented approach.

• Excellent written and verbal communication skills.

• Strong organizational and time management abilities.

• Ability to resolve conflicts and make quick, effective decisions.

• Skilled in building rapport quickly and fostering strong customer relationships.

• Strong brand awareness and ability to represent Care.com effectively.

Experience:

• 2+ years of experience in a customer-facing role handling service cancellations and customer retention.

• Proven track record of successfully training and retaining customers at risk of canceling.

PLEASE NOTE: At this time, Care does NOT hire in any of the following states: Alaska, Arkansas, California, Delaware, Hawaii, Iowa, Idaho, Maine, Minnesota, Mississippi, Montana, North Dakota, Nevada, Oregon, Rhode Island, South Dakota, Washington, West Virginia, Wyoming, Vermont.

For a list of our Perks + Benefits, click here!

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 and inclusive workforce and encourages applications from individuals with varied experiences, perspectives, and backgrounds. Care.com is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation, please reach out to [email protected].

Company Overview:

Available in 21 countries, Care.com is one of the largest providers of online services for finding family care and care jobs, spanning in-home and in-center care solutions. Since 2007, families have relied on Care.com for an array of care for children, seniors, pets, and the home.  Designed to meet the evolving needs of today’s families and caregivers, the Company also offers customized corporate benefits packages to support working families, household tax and payroll services, and innovations for caregivers to find and book jobs. Care.com is an IAC company (NASDAQ: IAC).

Compensation: Base pay: $21 per hour with commission incentives based on goal achievement. 

The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Care.com’s total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life, and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).