CareScout Connection Representative
About the role
We are seeking a dedicated CareScout Connection Representative to join our mission of simplifying and dignifying the aging experience. This role involves handling inbound and outbound calls, providing support to customers, identifying appropriate care service providers, and negotiating pricing with long-term care providers.
Responsibilities
- Handle inbound and outbound calls, at times using scripts, for customers interested in CareScout’s services
- Through fact finding, active listening and critical thinking skills, quickly and accurately determine how best to handle each call, delivering first call resolution
- Review, process and route transactions including, but not limited to: web forms, emails, mailings, and chat
- Document all calls and transaction work clearly and concisely, in addition to handling any follow up work
- Participate in engagement exercises through outbound calls to share exciting product features of CareScout services
- MATCH customer’s care needs with appropriate care options based on the provider’s capability, availability and rates
- Actively negotiate preferred pricing with long term care providers, as needed
- Prepare, quality review and send information on care services, providers and other educational material
- Prevent escalations by tackling issues quickly through proactive conflict resolution
- Support pilots and implementation of new product and service offerings, including research
Requirements
- 1-3 years call Center experience, including ability to work on multiple monitors
- Experience in Long Term Care, geriatric care, home health, and/or sensitivity to the needs of seniors
- Outstanding conversationalist who is proactive, persuasive, persistent, respectful, assertive, and able to multitask
- Exceptional customer service, active listening, and verbal, written communication skills, professional voice presentation
- Ability to set priorities and manage time effectively, meeting individual/team qualitative and quantitative targets
- High integrity with a passion for learning about the long-term care industry
- Reliable with the ability to work productively as a team and independently
- Proficient with computer applications such as MS Office, email, and other office procedures
- Think critically and solve problems quickly, adaptable to new experiences and consistent change
Qualifications
- High school diploma or equivalent
- Strong interpersonal and communication skills
- Basic knowledge of long-term care and geriatric care
- Ability to work flexible hours, including evenings and weekends
Skills
- Customer service skills
- Call center experience
- Long-term care knowledge
- Script writing and reading skills
- Time management and prioritization skills
Benefits
Genworth offers competitive compensation and total rewards, including:
- Competitive base salary starting at $43,200 up to $66,400
- Incentive plan based on performance
- Employee benefits including healthcare coverage, 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
- Caregiver and mental health support services
Pay
The base salary for this role starts at a minimum rate of $43,200 up to the maximum of $66,400. The final determination on base pay will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.
Schedule
This role is remote and flexible, with the possibility of evening and weekend work.