Senior Customer Service Representative - First Call Resolution

CareScout

20h • Remote

About The Position

Join us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system – and we are deeply committed to a sense of belonging for all, in all phases of life. We’re creating a new experience for care seekers and their families, bringing together long-term care options, non-healthcare resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us! CareScout is a division of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging. Our four values guide our strategy, our decisions, and our interactions: Make it human. We care about the people that make up our customers, colleagues, and communities. Make it about others. We do what’s best for our customers and collaborate to drive progress. Make it happen. We work with intention toward a common purpose and forge ways forward together. Make it better. We create fulfilling purpose-driven careers by learning from the world and each other. YOUR ROLE The First Call Resolution (FCR) Representative serves as the primary point of contact for our customers and providers during the long-term care assessment process, supporting coordination and communication across all parties, making it one of the most critical roles at CareScout. You will be in a front line, customer interactive position, providing timely and accurate information directly to customers, and processing transactions to meet the customers’ needs. You will be expected to meet or exceed individual and team phone service metrics, to engage with the business in personal and professional development, and to collaborate effectively with peers in a team atmosphere.

Requirements

• Strong customer service skills with at least 2 years of experience
• High school diploma or equivalent
• Ability to successfully complete virtual “classroom” training prior to transitioning into job responsibilities; this requires being on-camera, actively participating, and meeting all training requirements
• Reliable high-speed internet (minimum 50 Mbps), with consistent bandwidth that is not subject to frequent throttling
• A dedicated, distraction-free home office set up, including a desk or workstation suitable for full-time remote work
• Positive energy, optimistic outlook and a caring, compassionate attitude, in particular with the aging population
• Exhibit integrity, accountability, and a collaborative team mindset
• Ability to manage multiple tasks and deadlines in a fast-paced environment while maintaining accuracy and quality
• Apply strong critical thinking, problem‑solving, conflict resolution, collaboration, adaptability, and ownership to resolve customer issues effectively
• Demonstrate strong written and oral communication, organizational, and time management skills to manage priorities and meet deadlines
• Proficient with computer applications, including MS Office and workflow management tools

Nice To Haves

• Associate/bachelor’s degree or equivalent work experience
• Previous call center or contact center experience
• Prior experience in the Long-Term Care or insurance industry
• Knowledge of HIPAA requirements and confidential information handling

Responsibilities

• Provide exceptional customer service through timely, accurate, and courteous responses to customers, family members, caregivers, providers, and internal care partners
• Quickly assess customer needs through active listening and critical thinking to provide accurate, first-call resolution
• Serve as a flexible, solution‑oriented point of contact, resolving customer requests from intake through completion by coordinating scheduling, documentation, and follow‑up with internal teams and external partners
• Address issues proactively and effectively to prevent escalations and recurring customer concerns
• Meet or exceed defined performance and quality metrics, including call handling, productivity, scheduling accuracy, and referral and transfer expectations
• Support system updates by participating in user testing and providing feedback before changes are deployed
• Actively contribute to a positive team environment through effective communication and collaboration
• Provide coaching and training to new team members and support cross‑functional shadowing efforts
• Perform other duties as assigned that support CareScout’s business needs and evolving initiatives

Benefits

• Competitive Compensation & Total Rewards Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options
• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
• 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 (work/life support, financial & legal management)
• Caregiver and Mental Health Support Services

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees