On Call Coordinator-2

TheKey•Remote - CT, CT

2d•Remote

About The Position

For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes. National On Call Coordinators are members of a team that provide concierge-level afterhours and weekend telephone coverage and scheduling support for multiple locations throughout the US. When handling calls and transactions for specific locations Agents perform as if they are local representatives of those locations.

Requirements

Strong focus on customer service and client satisfaction
Prior experience in phone-based customer service, particularly handling high call volumes, is preferred
Strong computer skills and the ability to learn company software
Excellent verbal and written communication skills, with the ability to communicate clearly, professionally and positively
Ability to maintain composure and professionalism under pressure
Demonstrated ability to work independently and as part of a team

Responsibilities

Managing a variety of inbound tickets with the potential to answer live phone calls
Deliver exceptional customer service to our caregivers and clients through phone and email correspondence
Maintain detailed, accurate records of all transactions, interactions and requests
Resolve tickets by ensuring effective communication, accurate documentation, systems updates and coordination with field teams.
Accept coaching and feedback from team leaders to foster continuous improvement in your role
Demonstrate reliability through punctual and consistent attendance
Always maintain a professional, respectful, and courteous demeanor when interacting with caregivers, clients and coworkers
Perform other duties as assigned by leadership