Senior Customer Service Representative - First Call Resolution

📋 Description

• • Senior Customer Service Representative - First Call Resolution serves as the primary point of contact for customers and providers during the long-term care assessment process, supporting coordination and communication across all parties and playing a critical role in CareScout’s mission to simplify and dignify the aging experience.
• • Day to day, the role involves providing exceptional customer service through timely, accurate, and courteous responses; assessing customer needs via active listening and critical thinking to achieve first-call resolution; resolving requests from intake through completion by coordinating scheduling, documentation, and follow-up; addressing issues proactively to prevent escalations; meeting or exceeding performance metrics; participating in system updates via user testing; contributing to a positive team environment; and providing coaching and training to new team members.
• • CareScout is a division of Genworth Financial, Inc., a Fortune 500 company, guided by four core values: Make it human, Make it about others, Make it happen, and Make it better. The team is ferociously curious, relentless in pursuing a better long-term care system, and deeply committed to belonging for all. Employees work hard, have fun, care about each other, and share a mission-driven culture.
• • In this role, the person can develop expertise in long-term care coordination, enhance customer service and conflict resolution skills, gain experience in performance-driven environments, contribute to process improvements through feedback, and grow into mentorship and leadership opportunities by training new team members and supporting cross-functional initiatives.