When families are in need of nannies, senior caregivers, personal assistants, or other household caregivers to help those in need, it’s important to help those families and individuals to find and to select the best care available. Care.com HomePay (formerly Breedlove & Associates) is based in Austin, Texas, United States, and has fulfilled these needs for more than 60,000 families. They do so through employment payroll, taxes, and HR support. They won the People’s Choice Stevie® Award for Favorite Customer Service and a Silver Stevie Award for Customer Service Department of the Year in the 2018 Stevie Awards for Sales & Customer Service.
Receiving Great Feedback
HomePay provides comprehensive services for busy families so they can save time and focus on their loved ones. Eva MacCleery is the director of consulting at HomePay, and she comments on the impact of winning two Stevies.
“To say it was a morale boost for our consulting team is an understatement. We consistently get great feedback and reviews from the families we serve, but to have them vote for us in the People’s Choice Awards speaks volumes.”
Making Life Easier
HomePay wouldn’t exist if not for the dilemma faced by their cofounders, Stephanie and Bill Breedlove. When they hired their first nanny, they had no idea how payroll and taxes worked for a household employee, but they knew it was their responsibility to pay her legally. They soon realized how complex this was and knew there were probably tens of thousands of families across the country struggling with the same challenges.
“Most tax professionals didn’t want to take on the additional labor law and HR-related compliance requirements that come with hiring a household employee,” explains MacCleery. “So Stephanie and Bill made sure our service would always be a truly comprehensive solution that families could feel comfortable using.”
While every HomePay employee is unique, each one truly enjoys the feeling of helping another person.
“In a niche industry, where the majority of our clients have no idea how to handle federal and state payroll and tax responsibilities, HomePay facilitates that part of the process to make their lives easier,” MacCleery adds.
Keeping Them on Their Toes
Many states and cities have recently enacted incredibly strict laws regarding household employment. In many cases, these laws even exceed the requirements of existing federal laws. Because of the complex nature of household employment, clients seek to speak with real people when they need help.
“These laws result in giving additional benefits to workers,” says MacCleery. “We’ve seen higher minimum wage and paid-time-off requirements go into effect in municipalities all across the country.”
HomePay makes sure their clients know the laws and provides the tools they need to stay in compliance, and these legal changes constantly keep them on their toes.
When someone calls HomePay, one of their consultants usually answers the phone on the first ring. All team members are well trained, meaning they can answer any question that arises. Detailed notes are always taken. This way, if a client calls back, whoever helps that person can pick up where the last consultant left off.
This year’s People’s Choice winners, who will each receive the coveted crystal People’s Choice Stevie Award, are:
By giving all of its employees a taste of the customer service experience, they’re able to create a better product, Pawlewicz suggests. “It keeps our entire company in close contact with our customers' successes and frustrations, and ensures each department is aligned on customer priorities,” he says.
