National On Call Coordinator

📋 Description

• • Manage a high volume of inbound tickets and respond to live phone calls as part of daily responsibilities
• • Deliver exceptional customer service to caregivers and clients via phone and email correspondence
• • Maintain detailed, accurate records of all client interactions, transactions, and service requests
• • Resolve service tickets through effective communication, precise documentation, timely system updates, and coordination with field teams
• • Accept and implement coaching and feedback from team leaders to drive continuous performance improvement
• • Demonstrate consistent reliability through punctual attendance and adherence to scheduled work hours
• • Maintain a professional, respectful, and courteous demeanor in all interactions with clients, caregivers, and coworkers
• • Utilize company-specific software systems to track, update, and manage client and operational data
• • Perform additional duties as assigned by leadership to support overall team and operational goals
• • Handle sensitive client information with confidentiality and in compliance with company policies and regulatory standards
• • Adapt to changing priorities and workload demands while maintaining high standards of service quality
• • Work independently with minimal supervision while also collaborating effectively within a team environment
• • Ensure all customer interactions reflect TheKey’s commitment to dignity, safety, and independence for aging clients
• • Follow established protocols for documentation and escalation procedures to ensure seamless service delivery
• • Support operational continuity by accurately logging and routing requests to appropriate field personnel
• • Contribute to a positive workplace culture by upholding TheKey’s values of respect, professionalism, and client-centered care
• • Remain compliant with all internal policies and external regulations applicable to customer service operations
• • Participate in training sessions to stay current on company systems, procedures, and service standards