Client Services Specialist
The Company:
Be a part of the booming Senior Care industry and an integral member of our team. Based in San Mateo, CA, Caring.com is the leading online destination for those seeking information and support as they care for aging parents, spouses, and other loved ones.
We take our social mission seriously – but don’t think for a minute that all this talk about aging stops us from having a good time. We’re a vibrant group of highly talented, results-oriented types that want to use our time and our brains to really make a difference. And, we offer competitive salaries, excellent benefits and a fun, friendly, supportive work environment.
If you are looking for a career challenge and to do something meaningful with your talent, we look forward to hearing from you!
The Role:
Our Client Services team is responsible for account management, ensuring high customer satisfaction, building and scaling the client services organization, developing operational processes to build quality and efficiency, actively tracking and monitoring key performance metrics. We are seeking a Client Services Specialist to support our growing ecosystem of provider partners.
In your position as Client Services Specialists you will:
- Handle high volumes of internal and external customer requests in a concise and professional manner
- Interact daily with our in-home care and senior living providers via email and phone to resolve questions and concerns
- Track workflow through our internal ticketing system, online lead qualification and tracking systems
- Support our revenue verification team with month end closes; follow-up on the status of lead referrals, secure rates and obtain client approvals of charges
- Work with our provider partners to obtain current information on amenities, rates, occupancy levels etc., and update this information in our online directory
- Regularly seek feedback from our partners in order to update and refine lead criteria and ensure we’re sending the highest qualify referrals
- Ensure provider feedback and updates are communicated effectively between all parties in a timely and relevant manner
- Identify and report service request trends that may indicate widespread issues
Desired Skills and Experience:
- Exceptional oral and written communication skills
- Excellent organizational and task management skills; must keep detailed and accurate records
- Ability to quickly learn with a strong sense of urgency and prioritization
- Outgoing individual who loves working with people (you will spend much of your day talking to people across the country)
- Ability to maintain a positive attitude and professional demeanor in a high-pressure environment
- A strong sense of ownership and desire to provide superior customer service
- Enthusiasm for working in a fast-paced, rapidly-changing environment
- Ability to problem solve, ask questions and ferret out information
- Ability to multitask within a complex environment, while maintaining high quality work product output
- Willing and able to accept full accountability for assigned duties
- Experience using customer service applications, such as Salesforce.com and ZenDesk
- Proficient in Excel and Google Docs
- Experience in a customer facing role (e.g. customer service, customer support, sales)
- Bachelor's degree preferred (a perfect role for a recent graduate)
- Experience in senior care industry a plus
Other details
This is a full time, on-site position in our San Mateo office.
This job offers competitive salaries, great benefits and a fun, friendly, supportive work environment. We're just a few blocks from the Hillsdale Caltrain station and close to Highways 92, 101 and 280.
Contact
If you are interested in this position, please contact careers (at) caring.com.