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Responsibilities
About the Company: - The company helps older adults live comfortably and independently at home by connecting them with trusted local service providers. - We support clients and their families through personalized service coordination, dependable communication, and one trusted number to call whenever they need help managing everyday needs. - We are looking for an experienced, hands-on Client Services Supervisor to lead our Client Services Agent (CSA) team, maintain service quality, and ensure every client receives patient, reliable, and professional support.
What You Will Do: - Oversee daily operations, coach the CSA team, manage escalations, and keep leadership informed about service performance. - Work the same schedule as the CSA team. - Step in to handle calls and service requests whenever coverage is needed.
Team Leadership: - Oversee the daily work of CSAs. - Provide guidance. - Monitor performance. - Ensure team members follow established procedures.
Escalation Management: - Handle complex complaints, sensitive conversations, provider issues, cancellations, and refund requests. - Gather the relevant details and coordinate with the business owner on decisions that require approval.
Call Quality and Coaching: - Review recorded calls and CRM notes weekly. - Evaluate performance against established standards. - Provide clear, constructive feedback to help CSAs improve.
Schedule and Coverage Management: - Coordinate team schedules, breaks, and time off to maintain phone coverage throughout business hours. - Handle calls and requests directly when team members are unavailable or call volume increases.
Lead Generation and Marketing Support: - Help coordinate outreach campaigns. - Follow up with interested families. - Contact referral partners. - Support lead generation activities to build awareness and attract potential clients.
Lead Tracking and Follow-Up: - Ensure leads are recorded in the CRM. - Follow-ups are completed on time. - Prospective clients receive timely, professional communication.
Operations Reporting: - Prepare daily summaries and weekly reports covering call volume, service requests, unresolved items, escalations, lead activity, follow-ups, client feedback, and provider concerns.
Training and Development: - Complete initial training alongside the CSA team. - Maintain scripts and standard operating procedures (SOPs). - Help onboard and train future team members.
Provider Performance Monitoring: - Track service feedback. - Identify recurring provider issues. - Escalate concerns that require further action.
Process Improvement: - Identify operational gaps. - Gather team feedback. - Recommend improvements to workflows, scripts, outreach processes, and service delivery.
Required Qualifications: - At least 3 years of voice-based customer service experience, including at least 1 year in a team lead, supervisor, or quality analyst role. - Excellent spoken and written English, with clear, professional, and easy-to-understand communication. - Proven ability to manage escalations, calm upset callers, and resolve complaints with patience and sound judgment. - Experience reviewing customer service calls and coaching team members with specific, constructive feedback. - Strong organizational and problem-solving skills, with the ability to manage schedules, competing priorities, and follow-ups. - Comfortable tracking basic performance metrics and preparing clear written reports. - Experience using a CRM and managing multiple systems. - Strong commitment to client confidentiality, professional boundaries, and consistent service standards. - Reliable attendance and availability to work a US Eastern Time daytime schedule. - A quiet, private home workspace and reliable high-speed internet with backup.
Preferred Qualifications: - Experience in healthcare, home care, senior services, senior living, or another trust-based service environment. - Familiarity with GoHighLevel (GHL) or a similar CRM, including call recordings, pipelines, and reporting. - Experience managing appointment scheduling, service coordination, or provider dispatch. - Experience developing SOPs, training materials, quality standards, or team performance reports.
Qualities That Matter Most: - Patience and empathy. - Clear communication. - Sound judgment. - Leadership through example. - Accountability. - Strong boundaries. - Continuous improvement.
Tools and Work Environment: - GoHighLevel (GHL) for CRM records, phone calls, texts, emails, call recordings, and reports. - 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.
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