Job Description
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. Essential Duties and 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 Required Skills, Education and Certifications: ● 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 writt
