Senior Customer Service Representative - First Call Resolution

Join us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system – and we are deeply committed to a sense of belonging for all, in all phases of life.

Requirements

• Provide exceptional customer service through timely, accurate, and courteous responses to customers, family members, caregivers, providers, and internal care partners
• Quickly assess customer needs through active listening and critical thinking to provide accurate, first-call resolution
• Serve as a flexible, solution‐oriented point of contact, resolving customer requests from intake through completion by coordinating scheduling, documentation, and follow‐up with internal teams and external partners
• Address issues proactively and effectively to prevent escalations and recurring customer concerns
• Meet or exceed defined performance and quality metrics, including call handling, productivity, scheduling accuracy, and referral and transfer expectations
• Support system updates by participating in user testing and providing feedback before changes are deployed
• Actively contribute to a positive team environment through effective communication and collaboration
• Provide coaching and training to new team members and support cross‐functional shadowing efforts
• Perform other duties as assigned that support CareScout’s business needs and evolving initiatives

Benefits

• Competitive Compensation & Total Rewards Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options
• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
• Disability, Life, and Long-Term Care Insurance
• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
• Caregiver and Mental Health Support Services