Customer Support Representative

Are you seeking a rewarding career where you play a crucial role in improving lives? If you are passionate about making a difference and thrive in a customer-centric environment, this might be the perfect opportunity for you!

Family Resource Home Care is a leading provider of home care services. We are headquartered in Liberty Lake, WA and provide services throughout the states of Washington, Idaho, and Oregon. We have expanded our presence to the Marion County, AL area by opening a customer service center in Winfield.

Job Purpose

The Customer Support Representative (CSR) acts as the front-line support for our customers (internal, external, and potential) 24 hours a day/7 days a week. A person in this role will assist all our branches in day-to-day completion of operational needs, including, but not limited to, scheduling, coordinating client services, and supporting branches in the effort to achieve their goals.

Responsibilities

• Manage high inbound call volume in a timely manner and communicate efficiently and professionally to solve customer needs. Provide requested information or routing to the appropriate parties as applicable, while providing excellent customer service.
• Demonstrate effective use of software applications to solve customer requests such as schedule adjustments, general questions, directions or providing accurate information regarding company services.
• Maintain client and caregiver schedules by consistently updating POC software appropriately and documenting thoroughly all conversations.
• Work in conjunction with the branches to aid staffing efforts.
• Appropriately evaluate and direct inbound Client Care inquires for resolution.
• Communicate changes or exceptions in schedules to both clients and caregivers including but not limited to updates, cancellations, and shift acceptances.
• Assist and coach caregivers on Point-of-Care usage for timecard accuracy, task completion, and other shift documentation.
• Internal support for shift verification, audits, and other support requests.
• Attend and participate in company meetings and trainings as required.
• Adhere to all local and Family Resource policies, procedures, as well as state and federal regulations.
• Other duties (including after-hours on-call) as assigned. Position may also be modified to accommodate the specific needs of the business.
• Work closely with scheduling team to fulfil any needs related to client or caregiver scheduling changes.
• Must maintain meeting expectations in accordance with FRHC established performance metrics.

Qualifications

• 2 years of experience in a customer service role
• High School Diploma
• Demonstrated customer service and communication skills
• Effective problem solving, attention to detail, and organization skills
• Technical proficiency in utilizing computers and generating reports
  
• Fluent in spoken and written English
• Ability to pass a criminal background check per agency policy

Preferred Qualifications

• Associate's degree
• Call center experience
• Healthcare experience

Additional Details

• Pay rate: $12.50/hr.
• This is a full-time position and will have a schedule of either Sun-Thurs 7am-4pm or Tues-Sat 7am-4pm.
• The CSR will spend 100% of their time in an office environment indoors. This will require time both spent at a computer station for office work and standing
• The training will take place in person at our office in Winfield. This is an in-person position.

What We Offer

• Medical, Dental, and Vision insurance options
• 15 days of PTO
• 10 paid holidays
• Paid training
• Equipment
• 401(k) with 4% employer match