Care Solutions Associate

Who you are

• You are highly organized and comfortable triaging busy queues with clear prioritization
• You write warmly and professionally while adhering to brand guidelines and established processes
• You value high accuracy, taking time to verify details before submitting records, and know when to solve issues independently versus escalating to your manager
• Adept at navigating multiple systems smoothly, you bring empathy and care to every client interaction
• Warm, clear communication: You connect easily with clients and internal teams using thoughtful language and standard templates
• Organized triage skills: You can comfortably navigate a high volume of emails, voicemails, and tickets, prioritizing urgent requests so nothing falls through the cracks
• Meticulous attention to detail: You take pride in logging accurate notes, setting up leads, updating Fact Forms, and scheduling follow-up tasks in Salesforce
• CRM experience: You are familiar with Salesforce (or a similar CRM) and know how to manage records, assign tasks, and follow established workflows
• Sound judgment: You feel confident solving routine issues on your own and know exactly when to loop in Kellie or Felicia for guidance
• Active listening: You can review voicemail messages, capture the key details quickly, and determine the next best step
• Process consistency: You follow decision trees and standard operating procedures reliably to keep work smooth and predictable
• Multi-system fluency: You easily switch between different systems and platforms
• Client-first mindset: You recognize that timely and accurate support makes a meaningful difference for families navigating care options
• High school diploma or equivalent
• 1+ years in an administrative, customer service, or coordination role (strong writing and organization can substitute for direct experience)
• Experience with Salesforce or another CRM platform preferred
• Proficiency in Google Workspace (Gmail, Docs, Sheets, Drive)
• Familiarity with shared inboxes, and ticketing software (Freshservice, Zendesk) is a plus

What the job involves

• The Care Solutions Associate provides administrative support to the Care Solutions Team, helping keep client inquiries, team communication, and operational tasks organized and moving forward
• This part-time, entry-level role handles daily triage of shared email inboxes, voicemail queues, and service tickets responding clearly using approved templates, documenting interactions in Salesforce, and ensuring complete follow-through
• Success is defined by timely, human responses, accurate hand-offs, and clear record-keeping so subsequent team members have full context
• Though administrative in nature, this dependable follow-up provides essential support to families during stressful times
• This role is an individual contributor position, reporting to the Sales Manager
• This is a part-time, remote position requiring 19 hours per week. Hours will vary between 8:00 AM and 2:00 PM, Monday through Friday, with occasional evening and weekend hours as needed
• Internal Process Support: Migrate legacy documents to current templates accurately; maintain clean documentation across Salesforce, shared inboxes, and ticketing systems; surface process friction and propose workflow improvements
• Client Communication & Follow-Up: Triage and respond to client emails in shared inboxes; draft suggested templates for recurring request types; log correspondence and assign follow-up tasks in Salesforce; monitor booked appointments and escalate out-of-scope requests promptly
• Voicemail & Ticket Handling: Transcribe voicemails accurately and triage inquiries; create new Salesforce leads or route non-inquiries to local teams with full context; handle Freshservice tickets, update client records, and tag managers for complex decisions or exceptions

Benefits

• Remote-First Work Model
• Company Equity
• Comprehensive Benefits - Including Health, Mental Health, Dental, Vision, and Life Insurance for You and Your Family
• 401k Matching
• Generous Vacation Policy
• Corporate Giving & Volunteering Programs
• Paid Parental Leave