On Call Coordinator-2

For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes.National On Call Coordinators are members of a team that provide concierge-level afterhours and weekend telephone coverage and scheduling support for multiple locations throughout the US. When handling calls and transactions for specific locations Agents perform as if they are local representatives of those locations.Essential Duties And ResponsibilitiesManaging a variety of inbound tickets with the potential to answer live phone callsDeliver exceptional customer service to our caregivers and clients through phone and email correspondenceMaintain detailed, accurate records of all transactions, interactions and requestsResolve tickets by ensuring effective communication, accurate documentation, systems updates and coordination with field teams.Accept coaching and feedback from team leaders to foster continuous improvement in your roleDemonstrate reliability through punctual and consistent attendanceAlways maintain a professional, respectful, and courteous demeanor when interacting with caregivers, clients and coworkersPerform other duties as assigned by leadershipRequired Skills, Education And CertificationsStrong focus on customer service and client satisfactionPrior experience in phone-based customer service, particularly handling high call volumes, is preferredStrong computer skills and the ability to learn company softwareExcellent verbal and written communication skills, with the ability to communicate clearly, professionally and positivelyAbility to maintain composure and professionalism under pressureDemonstrated ability to work independently and as part of a teamPhysical RequirementsAbility to lift and carry up to 15-20 poundsAbility to sit, stand and walk for prolonged period of time throughout the work dayAbility to use standard office equipment such as personal computer, laptop, telephone, photocopy machine, etc.Benefits For Full Time EmployeesMedical/Dental/Vision InsuranceTouchCare VirtualCareLife InsuranceHealth Savings AccountFlexible Spending Account401(k) MatchingEmployee Assistance ProgramPTO Plan for Non-Exempt EmployeesFlexible PTO Plan for Exempt EmployeesHolidays and Floating HolidaysPet Insurance TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.California Residents OnlyIn accordance with Article 2 of the California Health and Safety Code - California Community Care Facilities Act, TheKey requires timely and accurate positive fingerprint identification of California based applicants as a condition of employment. If an applicant has been convicted of a non-exemptible crime, and in compliance with all applicable state and local laws, their conditional offer will be rescinded.