Connection Representative

Job DescriptionAbout CareScoutJoin us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system - and we are deeply committed to a sense of belonging for all, in all phases of life.We're creating a new experience for care seekers and their families, bringing together long-term care options, non-healthcare resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us!CareScout is a wholly owned subsidiary of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging.POSITION TITLECareScout Connection RepresentativePOSITION LOCATIONRemote U.S.YOUR ROLEAre you interested in a career helping people? Do you enjoy working in an environment where you're able to manage multiple tasks and having your days fly by? What if you could have all that AND help people access high quality, affordable long-term care solutions? CareScout' s mission is to help families navigate long term care. As an expert in the CareScout Quality Network, the CareScout Connection Representative plays a crucial role in facilitating connections between care seekers and the providers that best meet their care needs.What you will be doingThe CareScout Connection Representative provides several critical functions for the business including:Through person-centric, compassionate conversations, providing support to our customers and their families through each stage of their care journeyIdentifying appropriate care service providers for our customers and engaging with our Provider Network on pricing, availability and servicesActively engaging with customers to ignite interest in CareScout service offerings through inbound calls and outbound call campaignsThe successful associate will be resourceful, resilient, energetic, and enthusiastic with a strong desire for excellence in every interactionHandle inbound and outbound calls, at times using scripts, for customers interested in CareScout's servicesThrough fact finding, active listening and critical thinking skills, quickly and accurately determine how best to handle each call, delivering first call resolutionReview, process and route transactions including, but not limited to: web forms, emails, mailings, and chatDocument all calls and transaction work clearly and concisely, in addition to handling any follow up workParticipate in engagement exercises through outbound calls to share exciting product features of CareScout servicesMatch customer's care needs with appropriate care options based on the provider's capability, availability and ratesActively negotiate preferred pricing with long term care providers, as neededPrepare, quality review and send information on care services, providers and other educational materialPrevent escalations by tackling issues quickly through proactive conflict resolutionSupport pilots and implementation of new product and service offerings, including researchUnderstand and strive to meet or exceed call center metrics while providing excellent, consistent customer serviceOther duties as assigned by the manager that support CareScout business needs, changes, and new initiativesWhat you bring1-3 years call Center experience, including ability to work on multiple monitorsExperience in Long Term Care, geriatric care, home health, and/or sensitivity to the needs of seniorsOutstanding conversationalist who is proactive, persuasive, persistent, respectful, assertive, and able to multitaskExceptional customer service, active listening, and verbal, written communication skills, professional voice presentationAbility to set priorities and manage time effectively, meeting individual/team qualitative and quantitative targetsHigh integrity with a passion for learning about the long-term care industryReliable with the ability to work productively as a team and independentlyExcellent organizational and time management skillProficient with computer applications such as MS Office, email, and other office proceduresAbility to think critically and solve problems quickly, adaptable to new experiences and consistent changeAdditional Information:The base salary pay range for this role starts at a minimum rate of $45,500 up to the maximum of $55,000. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 5% of your base compensation. The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.Employee Benefits & Well-BeingGenworth employees make a difference in people's lives every day. We're committed to making a difference in our employees' lives.Competitive Compensation & Total Rewards IncentivesComprehensive Healthcare CoverageMultiple 401(k) Savings Plan OptionsAuto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)Generous Paid Time Off - Including 12 Paid Holidays, Volunteer Time Off and Paid Family LeaveDisability, Life, and Long Term Care InsuranceTuition Reimbursement, Student Loan Repayment and Training & Certification SupportWellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)Caregiver and Mental Health Support Services