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Responsibilities
Company Overview:
- The company helps older adults live comfortably and independently at home by connecting them with trusted local service providers.
- We give clients and their families peace of mind through personalized support, reliable coordination, and one trusted number to call whenever they need help managing everyday needs.
- We are looking for a patient, dependable, and service-oriented Client Services Agent (CSA) who can make every client feel heard, respected, and cared for.
Role Responsibilities:
- As a CSA, you will be the primary point of contact for clients and their families.
- Answer inquiries, coordinate services, follow up on requests, and ensure every interaction is handled with care and professionalism.
Key Responsibilities:
- Client Support: Answer inbound phone calls, text messages, and emails from clients and their families, with phone calls as the primary communication channel.
- Client Onboarding: Welcome new clients and record their personal details, preferences, home information, and designated family contacts.
- Service Coordination: Understand client needs, coordinate appointments with trusted service providers, confirm schedules, and communicate important details.
- Follow-Up and Quality Checks: Contact clients after each service to confirm satisfaction and record their feedback.
- Family Communication: Provide updates to designated family contacts according to the client's communication preferences and privacy permissions.
- Issue Resolution: Handle concerns calmly, follow established procedures, and escalate issues to the Supervisor when needed.
- CRM Documentation: Maintain accurate, complete, and timely records of calls, messages, service requests, and follow-ups.
- Proactive Communication: Track pending requests, confirm provider schedules, and complete callbacks to ensure nothing falls through the cracks.
- Launch Support: Assist with outreach to interested families and referral partners during the business launch.
- Continuous Improvement: Share ideas to improve service quality, communication, and internal processes.
Required Qualifications:
- At least 2 years of voice-based customer service experience, such as call center support, front desk, appointment scheduling, or a similar role.
- Excellent spoken and written English, with clear, easy-to-understand speech.
- A patient, calm, and professional phone presence.
- Strong listening skills and the ability to explain information clearly without rushing callers.
- Good organizational skills, accurate typing, and attention to detail.
- Experience using a CRM and managing multiple systems or tasks simultaneously.
- Reliable attendance and availability to work a US Eastern Time daytime schedule.
- A strong understanding of confidentiality and the importance of protecting client information.
- A quiet, private home workspace and reliable high-speed internet with backup.
Preferred Qualifications:
- Experience supporting older adults, patients, families, or clients in healthcare, home care, senior living, or related industries.
- Experience coordinating appointments, scheduling services, or dispatching providers.
- Familiarity with GoHighLevel (GHL) or a similar CRM.
- Experience handling sensitive conversations and resolving customer concerns professionally.
Desired Qualities:
- Patience and empathy: You listen carefully and make people feel comfortable, especially when they need extra time or clarification.
- Clear communication: You speak slowly and clearly, confirm important details, and make sure clients understand the next steps.
- Professional boundaries: You are warm and helpful while maintaining appropriate professional relationships and respecting privacy.
- Ownership: You follow through on requests and stay with an issue until it is resolved or properly escalated.
- Attention to detail: You document interactions accurately and make sure no request is left without a clear next step.
- Reliability: You show up on time, follow procedures, and consistently deliver dependable service.
Tools and Work Environment:
- GoHighLevel (GHL) for CRM records, calls, texts, emails, and task tracking.
- Google Workspace for team communication, shared mailboxes, and documentation.
- Internal messaging and other support tools as implemented.
- A computer and noise-canceling headset will be arranged through the agency.
- You must have your own quiet, private workspace suitable for handling confidential client information.
Role Expectations:
- This is a coordination and customer service role, not a caregiving or medical advisory position.
- You will follow established procedures, protect client confidentiality, and escalate situations that require supervisory support.
- Medical emergencies must be directed to 911, followed by notification to the Supervisor.
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