Customer Service Specialist

HomeCare.com exists to make sure families get the care they need, and that care continues to go well over time. We don’t just make an introduction and step away: our Customer Service Specialists stay hands-on with every family and caregiver relationship we support, and with the agency partners we work alongside, from day one through the life of the relationship.

This is a role for someone who takes real ownership, someone who can welcome a new family, support caregivers in maintaining reliable schedules and attendance, help an agency partner get full value from what they’ve signed up for, and exercise good judgment to see every situation through to resolution. You’ll move between personal conversations with families and caregivers and more business-focused conversations with agency partners, often in the same day, and bring the same standard of care to both.

We’re looking for people who take real pride in doing the work well every single day, staying sharp and consistent, and keeping the people we serve, our partners, and the business in mind with every decision. This is meaningful work with a company that takes client outcomes seriously.

If this sounds like you, please apply today, we can’t wait to meet you!

Daily Responsibilities

Across Every Relationship

● Treat every family, caregiver, and agency partner as a genuine partner, setting clear expectations up front so no one is caught off guard later

● Own client issues from first contact through resolution, working independently and seeing every situation through to the right outcome

● Communicate clearly and with empathy, in writing and by phone, translating what’s happening into next steps people can act on

● Keep thorough notes on every interaction, clear enough for someone else to pick up right where you left off

● Move fluidly between individual family relationships and business-partner relationships, and deliver the same care to both

● When a family or agency partner is considering ending the relationship, understand why first, and work through it to the resolution that's actually right for them.

Supporting Our Agency Partners

● Guide new agency partners through onboarding, activating the services they’ve purchased and configuring their account so they’re ready to go from day one

● Help agency partners get full value from what they've signed up for when questions arise, offer guidance and feedback along the way and identify additional services as their needs change

● Handle account and billing questions (payment issues, pausing services, credit requests) with clear, professional communication

● Address account reviews and find the real reason behind an agency partner’s questions or concerns, then work through it to the most appropriate resolution

● Understand the full arc of a partner relationship, from initial setup through ongoing support to eventual close-out

Supporting Families & Caregivers

● Lead the welcome experience when a new family or caregiver joins, setting expectations and answering questions so they feel supported from day one

● Recognize when a caregiver placement isn't working for a family and help them find a caregiver who's the right fit

● Monitor attendance and shift activity, and respond quickly to a missed or unusual check-in

● Keep care details, schedules, and account notes accurate and current as circumstances change

● Handle common family and caregiver questions (schedule adjustments, timesheet corrections, billing and payment questions, pausing or ending services) with patience and follow-through

● Support caregivers with day-to-day questions about pay, scheduling, and onboarding status so they can stay focused on providing great care

SCHEDULE: MONDAY-FRIDAY, 10:00 AM - 7 PM EST

Who you are:

● Previous experience in Customer Success, and able to balance what's right for the people you serve with what's right for the business

● Extreme ownership, takes responsibility for outcomes and follows through

● Ability to empathize and communicate clearly, in writing and conversation, with families, caregivers, and agency partners alike

● Strong problem-solving, decision-making, and creative thinking skills

● Professional, positive, and driven, with a genuine go-getter attitude

● Comfortable managing large volumes of customer inquiries without losing quality or pace

● Strong computer skills, comfortable working quickly across multiple screens and systems

● Meticulous attention to detail, with the ability to prioritize and stay organized across competing demands

● Calm under pressure, with a proactive, self-driven approach to work

● Comfortable with an evolving work environment, as we regularly refine our internal processes to better serve clients and improve outcomes

What you’ll love:

● $20.00 per hour

● Comprehensive health insurance offerings

● Generous PTO

● 401(k) with company match – up to 3%, eligibility after 1 year of service and 1,000 hours worked

● Company-sponsored life insurance and short-term disability

● Company-provided laptop

● Opportunity to grow your career with us as our team and processes evolve

● 100% remote work

When you join our company, you’re not just accepting a job. You are making a career move.

HomeCare.com is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Applicants must be authorized to work for any employer in the US. We are unable to sponsor or take over sponsorship of employment visa at this time.

Pay: $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Parental leave
• Retirement plan
• Vision insurance

Application Question(s):

• Are you able to work the following schedule - MONDAY-FRIDAY, 10:00 AM - 7 PM EST?
• Have you successfully worked in a remote environment before?

Experience:

• Customer service: 2 years (Required)

Work Location: Remote