Objective: The Service Coordinator is expected to perform a variety of duties in the coordination of scheduling service for clients. The Service Coordinator is responsible for scheduling clients and CAREGiversSM in order to provide the highest quality service to clients with emphasis on creating extraordinary relationships.
Reflect the values of Safely Home, Inc., (d.b.a. an independently owned and operated Home Instead franchise).
Answer incoming calls in a friendly, professional and knowledgeable manner.
Create and maintain client and CAREGiver schedules with an emphasis on creating high quality matches and the development of extraordinary relationships.
Monitor, mediate, and log all client and CAREGiver activity utilizing the software system.
Follow up with all client and CAREGiver issues to ensure their problems are resolved.
Enter and maintain accurate client and CAREGiver records in the software system.
Increase client loyalty to Home Instead by utilizing the consultative sales process to better meet our current client needs.
Follow up and communicate CAREGiver and client issues to ensure problems are resolved.
Design, test and implement a responsive contingency plan that ensures 100% maintenance of Service Hours.
Recognize and capture opportunities to increase service hours in scenarios to enhance and/or increase quality care.
Field new client inquiries over the phone in a knowledgeable manner, enter the information into the software system and work with team to communicate and prepare for the Care Consultation.
Conduct Service Inquiries and Care Consultations following the consultative sales process.
Maintain regular attendance at the office to execute job responsibilities
Demonstrate open and effective communication with the franchise owner, colleagues, CAREGivers, clients and family members.
Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
High school graduation or the equivalent
One year of related business experience or an equivalent combination of education and work experience may be considered
Must posses a valid driver's license
Knowledge, Skills and Abilities:
Must have an understanding of and uphold the policies and procedures established by Safely Home, Inc.,d.b.a. an independently owned and operated Home Instead franchise)
Must demonstrate excellent oral and written communication skills and the ability to listen effectively
Must have the ability to work independently, maintain confidentiality of information and meet deadlines
Must demonstrate effective interpersonal skills as well as sound judgment and good decision-making skills
Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures
Must have the ability to organize and prioritize daily, quarterly, monthly and yearly work
Must have the ability to establish good working relationships with the franchise owner, office colleagues, clients and CAREGivers
Must have the ability to sit at a desk and listen effectively for long periods of time on the telephone
Must present a professional appearance and demeanor
Must have the ability to operate office equipment
Must be patient and congenial on the telephone
Must have computer skills and be proficient in Word and Excel
Must have the availability to work evenings and weekends as required
Must have the ability to perform duties in a professional office setting
Must demonstrate knowledge of the senior care industry
Each Home Instead franchise is independently owned and operated.