Job Description for Client Care Specialist
Do you love talking on the phone? Do you have home care experience? Can you multitask? If you answered yes then SCBA may be the place for you!
We are looking for motivated, tech-savvy, customer-oriented team members. Your role will be to handle incoming calls and messages, demonstrating a positive attitude, empathy, adherence to established protocols, and the ability to adapt to the ever-changing home care industry.
The nature of the phone support will predominantly be inbound calls and texts. The calls are related to resolving scheduling issues with caregivers and clients, and walking prospects through an intake form designed to capture their care needs.
Shifts are scheduled based on call volume throughout the day and night. Shifts are available throughout the week and weekend.
*During the training period you will need to be available to work during the week and the weekend to ensure retention of policies related to our clients’ calls.
- Provide the highest level of customer service for each interaction.
- Comprehensive note-taking and documentation within our systems.
- Scheduling duties that include re-staffing when caregivers call out from a shift or do not arrive at their shift.
- Multitasking between interactions from different agencies and platforms throughout your shift.
- Prioritizing inbound calls and text messages by order of importance.
- Following established protocols and escalating to supervisors, when necessary.
- Escalating to the correct agency administrator, when necessary.
- Tech-savvy including knowledge of Google Office and VOIP calling systems
- High-Speed Internet Connection
- Quiet Work Environment, with space to honor the privacy of our client’s customers and caregivers
- Great listener and a People Person
- Compassionate and Empathetic
- High School diploma or equivalent
- Must be proficient in written and oral English
- Able to work independently
- Detail Oriented
- Adaptability
- Authorized to work in the U.S. for any employer
- Must currently reside in the U.S. with preference for candidates in Metro Atlanta, Georgia
- Must be able to work some weekend shifts
- Prior call-handling experience is preferred
- Prior scheduling experience is preferred
- Prior experience in home care is an asset
- Prior knowledge of Client Relationship Management (CRM) software
- Knowledge of Agency Management Software (AMS) specifically WellSky Personal Care aka ClearCare, AxisCare and SwyftOps
- Fluency in Spanish is an asset
- Knowledge of HIPAA protocols is an asset
- We have part-time and full-time availability!
- Shifts are available 24/7 depending on our call volumes!
- Part-time employees are eligible to accrue PTO after 90 days!
- Full-time employee benefits include PTO, Medical/Dental/Vision Insurance, Life Insurance, AD&D, and 401k participation!
- We provide you with a laptop!
- You get to work from home!
- Our clients (and your prospective co-workers) are located in multiple time zones!
If you’re awesome like us, join us. We like to have fun and work collaboratively.
Pay depends on experience with opportunities for rapid advancement!
Job Types: Full-time, Part-time
Pay: $14.00 - $17.00 per hour
Expected hours: 10 – 40 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 4 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Morning shift
- Night shift
- Overnight shift
- Rotating weekends
Application Question(s):
- Are you available to work weekends?
Location:
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Work Location: Remote