Customer Service Manager/Human Resources Recruitment Coordinator

All Ways Caring HomeCare•CORNELIUS, NC

13d

About The Position

The Customer Service Manager/HR Designee (CSM/HR) coordinates quality care and customer service for clients by assigning appropriate staff, scheduling services, identifying problems, and working toward optimal outcomes. The role also supports the local branch’s employee recruitment, screening, hiring, record keeping, and compliance efforts, including administrative work related to recruiting, onboarding, training, and HR file compliance. The position coordinates client care and communication among clients, their families, representatives, community partners, and related agencies. It supports direct care staff and manages employee-related processes and records while ensuring required documentation, staffing, and compliance activities are completed. Minimal travel may be required, and the role may participate in on-call responsibilities as needed.

Requirements

High school diploma or GED.
Two or more years of community service, client service, or staffing experience.
Two or more years of general office and computer experience, such as Microsoft O365, scheduling, or HRIT.
Demonstrated sound decision-making and appropriate judgment based on available information.
Ability to manage and prioritize multiple tasks and communication channels while maintaining accuracy and attention to detail.
Clear and professional oral and written communication skills.
Ability to collaborate effectively across departments and levels and build positive working relationships.
Adaptability to changing priorities, processes, or environments, and willingness to learn new tasks.
Ability to work effectively with minimal supervision and take ownership of assigned responsibilities.
Professional conduct during routine and challenging interactions.
Ability to perform in high-pressure situations and manage reports appropriately and effectively.
Ability to respond constructively to conflict, customer concerns, or high-pressure interactions using appropriate job-specific techniques.

Nice To Haves

Some college coursework or an associate degree.
One to two years of Human Resources experience with high-volume recruiting.
One to two years of experience in a supervisory role.
Prior experience delivering services to elderly, disabled, or developmentally disabled people.

Responsibilities

Understand and ensure adherence to the agreed plan of care for each client in the assigned caseload.
Facilitate communication between clients and their circle of care, including family members, Power of Attorney or spokesperson, guardians, community partners, and related agencies.
Monitor and escalate changes in a client’s plan of care, services, or condition.
Ensure proper documentation and record keeping for agency payers.
Coordinate schedules to ensure adequate staffing and process completed visits for billing and payment.
Provide consultation and training to Direct Care Staff as needed to ensure quality care and service.
Provide HR support for employee recruitment, hiring, performance, retention, and compliance.
Process and review employment applications in the ATS to evaluate applicant qualifications or eligibility within identified timelines.
Coordinate or support new-hire onboarding and employee exit meetings.
Support data management and file maintenance, including day-to-day data entry and employee data maintenance in the HRIS.
Coordinate Personnel Action Forms (PAFs) for assigned service sites.
Ensure compliance with federal, state, and local employment laws and regulations.
Monitor ongoing file compliance and ensure certifications and training are current and documented in the appropriate tracker.
Direct and participate in on-call responsibilities as needed.
Perform other duties as assigned.