On Call Coordinator

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.

Who We Are:

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.

Potential Schedule:
Weekdays 5am-8am
Weekdays 5pm-11pm
Weekends 8-12 hours Saturday and Sunday
Holidays and Weekends
Weekday Split shift 5-8am and 5-10pm

Essential Duties and Responsibilities:
● Managing a variety of inbound tickets with the potential to answer live phone calls

● Deliver exceptional customer service to our caregivers and clients through phone and email correspondence

● Maintain detailed, accurate records of all transactions, interactions and requests

● Resolve 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 role

● Demonstrate reliability through punctual and consistent attendance

● Always maintain a professional, respectful, and courteous demeanor when interacting with caregivers, clients and coworkers

● Perform other duties as assigned by leadership

Required Skills, Education and Certifications:
● Strong focus on customer service and client satisfaction

● Prior experience in phone-based customer service, particularly handling high call volumes, is preferred

● Strong computer skills and the ability to learn company software

● Excellent verbal and written communication skills, with the ability to communicate clearly, professionally and positively

● Ability to maintain composure and professionalism under pressure

● Demonstrated ability to work independently and as part of a team

Physical Requirements:
● Ability to lift and carry up to 15-20 pounds
● Ability to sit, stand and walk for prolonged period of time throughout the work day
● Ability to use standard office equipment such as personal computer, laptop, telephone, photocopy machine, etc.

Benefits for full time employees

• Medical/Dental/Vision Insurance
• TouchCare VirtualCare
• Life Insurance
• Health Savings Account
• Flexible Spending Account
• 401(k) Matching
• Employee Assistance Program
• PTO Plan for Non-Exempt Employees
• Flexible PTO Plan for Exempt Employees
• Holidays and Floating Holidays
• Pet 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 Only:

In 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.

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