Call Center Specialist/Family Connection Specialist

COH Holdings•River Falls, WI

8d•Hybrid

About The Position

The Call Center Specialist works with leadership, managers, and the business development team to achieve the organization's vision of serving people and serving them better than anywhere else. This role involves creating a warm, calm, and professional first impression for families and referral sources seeking senior living support, acting as a resource for managers by gathering information and documenting thoroughly, and representing the company with service excellence. The specialist will also bring forward patterns, barriers, questions, and ideas to improve the inquiry experience and serve families better.

Requirements

High School Diploma or equivalent.
Strong phone presence with the ability to sound warm, steady, professional, and helpful.
Strong verbal and written communication ability, including accurate spelling, complete notes, and professional email communication.
Demonstrated organizational skills and attention to detail.
Ability to multitask between phone calls, online inquiries, documentation, follow-up tasks, and shared tracking tools.
Comfort using computers, email, CRM systems, shared documents, and phone systems.
Ability to ask discovery questions in a natural, respectful way without making families feel rushed or judged.
Ability to work independently while following a consistent process and communicating appropriately with leadership.
Must be able to carry out our Company Vision, which includes a positive attitude, integrity, strong follow-through, and being a good teammate.
Must pass criminal background check from the Department of Human Services at the time of hire and as required thereafter.

Nice To Haves

Customer-service experience preferred
Senior living, healthcare, admissions, scheduling, or call center experience helpful.
Experience with WelcomeHome and PointClickCare preferred but not required.

Responsibilities

Communicate, model, and carry out the organization’s vision statement through every family, referral source, manager, and team interaction.
Create a warm, calm, and professional first impression for families and referral sources who are looking for senior living support.
Use care, patience, and good judgment when speaking with families who may be overwhelmed, emotional, rushed, or unsure of the next step.
Be a resource for managers and business development by gathering clear information, documenting thoroughly, and protecting the handoff process.
Represent Comforts of Home with service excellence by helping callers feel heard, respected, and guided from the first contact.
Bring forward patterns, barriers, questions, and ideas that may help the company serve families better and improve the inquiry experience.
Answer incoming calls from families, referral sources, online inquiries, and community contacts during scheduled call center hours.
Complete discovery by gathering caller name, contact information, resident name, relationship, care needs, urgency, location preference, payor source, timeline, referral source, and next-step details.
Use the approved inquiry script and discovery questions so each family receives a consistent experience and each manager receives the information needed for follow-up.
Move potential families toward the appropriate next step, including manager follow-up, tour scheduling, pricing discussion, availability review, or referral to another resource when needed.
Route clinical, urgent, pricing negotiation, or community-specific questions to the appropriate manager or leader while still documenting the interaction.
Follow up on missed calls, voicemails, online contact forms, website inquiries, and open leads in a timely manner.
Maintain professionalism and confidentiality with all caller, resident, family, and payer information.
Enter every inquiry, call note, voicemail, online inquiry, discovery conversation, and handoff note into WelcomeHome accurately and consistently.
Search for duplicate leads before creating a new inquiry and keep lead records clean, complete, and easy for managers to follow.
Document what the family asked, what was discussed, the building or area of interest, care concerns, payor source, urgency, and the expected next step.
Create and update WelcomeHome tasks so every active lead has a clear follow-up owner and no inquiry is left open-ended.
Review overdue WelcomeHome tasks when assigned and help clarify, assign, or close out next steps appropriately.
Protect the handoff process by making sure managers and business development staff can understand the caller’s situation without having to start over.
Learn all Wisconsin buildings, campuses, managers, assistant managers, building types, care focus, and general fit for assisted living, memory care, advanced memory care, men’s memory care, and apartment-style assisted living.
Use the building cheat sheet to help guide families based on care need, location preference, payor source, urgency, room availability, and manager recommendation.
Understand basic talking points for each building, including general positioning, room type, shared bathroom notes when relevant, and when to route questions to the manager.
Participate in building tours and manager introductions as assigned so the call center can speak accurately and naturally about each location.
Avoid over-answering clinical fit, final pricing, special rate questions, admission approval, or complex care questions; route those to the appropriate leader.
Nurture open leads when call volume allows so older inquiries do not sit untouched or become missed opportunities.
Track recurring family questions, objections, service concerns, affordability concerns, lost-lead reasons, and tour barriers so leadership can identify trends.
Assist with 30-day referral send-outs for alternative placement options when a family or referral source needs a different care setting than Comforts of Home can provide.
Assist with market analysis by gathering competitor pricing, service package information, and market positioning details when assigned.
Support rate negotiation preparation by organizing pricing information, referral details, care-level context, and follow-up notes for leadership review.
Help identify gaps in call scripts, discovery questions, WelcomeHome documentation, handoff communication, and family-facing information.
Maintain knowledge of the phone system, softphone or desk phone process, call queue, voicemail, call transfer process, hold process, and backup plan if phones or internet are not working.
Use company laptop, headset, email, WelcomeHome, PointClickCare, shared tracking tools, and other assigned systems appropriately and professionally.
Pull the daily PCC discharge report when assigned and compare discharge information against WelcomeHome so resident status remains accurate.
Confirm hospice agency information is listed correctly on occupancy tracking reports when hospice information is available or required for tracking.
Send requested reports, summaries, call themes, lead updates, and project information to leadership on a timely basis.
Maintain organized call notes, shared documents, and work product so the role remains consistent across all scheduled call center employees.
Attend trainings, meetings, building tours, manager introductions, and call-center check-ins as assigned.
Maintain up-to-date knowledge of Comforts of Home services, building differences, referral processes, payer basics, and common senior living questions.
Communicate with leadership when stuck, when a process is unclear, when a family needs urgent follow-up, or when a lead may be at risk of being missed.
Follow all privacy, confidentiality, customer-service, technology, and documentation expectations.
Perform other duties and assist with other company projects, as requested.