What are the responsibilities and job description for the Client Care Specialist - Sales - Telemarketing - Home Care position at CareGivers of America?
Company Overview
At CGA Holdings our referred in-home caregivers provide a range of services aimed at ensuring the comfort, safety and compassionate care of a family’s loved ones. Home care isn’t just tailored for aging seniors seeking care in the comfort of their homes; it’s also a valuable option for those recuperating from surgery, living with special needs, or managing chronic conditions. In-home caregivers can offer both short-term and long-term services, guaranteeing a family’s loved one’s comfort and well-being in the familiar surroundings of their own home, whether their needs call for support over a few months or several years.
Our administrative team plays a significant role in supporting our clients and caregivers. Being a Compassionate Expert is a team commitment with a dedication to delighting every client and to delivering services at the highest level of excellence possible. This position is critical to the growth goals of CGA and RCHH and our commitment to delighting clients every day.
Position Summary
Reporting to the Vice President, Client Success, the Client Care Specialist is the first point of contact for prospective clients and referral partners. This role is responsible for answering calls promptly, capturing detailed opportunity information, and moving each prospect efficiently through the CareFunnels intake process. The goal is conversion — turning inquiries into active cases — by demonstrating urgency, professionalism, and compassion Client Care Specialist also participate in initiatives to connect with perspective clients such as monthly nighttime calling where hard to connect clients answer-calls more often
Key Responsibilities
1. Client & Lead Management
- Respond for all incoming calls in a timely manner (within 3 rings during business hours).
- Calling back missed calls timely
- Capture complete lead details in CareFunnels/CRM with accurate notes.
- Provide warm, compassionate engagement to build trust with prospects and families.
- Prioritize conversion: advise prospects on a recommended schedule, pricing, and start of home care services.
2. Conversion & Follow-Up
- Treat every inquiry as a conversion opportunity.
- Provide same-day follow-up for all pending leads.
- Monitor pipeline daily to ensure no lead sits idle more than 2 hours.
- Communicate professionally with administrators to confirm start-of-care dates quickly.
3. Outbound Calling
- Complete a minimum of 30 outbound connected calls per day to prospects, referral partners, or pending clients.
- Track and log each outbound attempt and connection in CareFunnels/CRM.
- Use outbound calls strategically for nurturing, follow-ups, and closing conversions.
4. Night-Time Calling Initiative and other call to connect Initiatives.
- Participate in a once-a-month evening calling event (between 6–8 PM) to connect with hard-to-reach prospects.
- Join the team in making outbound calls during this designated session to improve engagement and conversion rates.
5. Documentation & Task Management
- Record detailed notes for every interaction in CareFunnels/CRM.
- Enter a note > enter a task. Enter all task until import to Matrix has been completed.
- Create follow-up tasks for all opportunities requiring additional action.
- Maintain 100% data completeness across all client records.
6. On-Call Rotation
- Participate in On call rotation Monday – Friday after 5pm until the following morning 8 am and weekends during designated dates and times.
- Answer after-hours calls within 30 minutes – 1 hour.
- Enter all on-call leads into CareFunnels promptly with notes.
- Maintain focus on conversion even during off-hours by capturing and advancing leads.
- Utilize CareFunnels app when on call holding the phone.
7. Team Collaboration
- Actively participate in weekly team meetings to review conversions, KPIs, and process improvements.
- Share best practices to improve speed-to-conversion and client satisfaction
Perform other duties and responsibilities as assigned.
Qualifications
Education & Experience:
- Associate’s degree in business or healthcare administration preferred or equivalent experience
- Minimum 1 year of experience in a customer/client facing role
- Proven track record of leading a project or implementing processes with a team
Skills & Competencies:
- Excellent communication and negotiation skills
- Proficiency with Microsoft office and CRM software
- Creative problem-solving skills, organized and detail oriented
- Flexible and able to multi-task, time management skills
- Team player, positive attitude, proactive and consistent follow through
- Capable of working independently and exercising discretion and independent judgment
Work Environment
- Positivity and a commitment to operational excellence, and a willingness to work cross-functionally is critical to ensure each client experiences “best in home care services” each day
- This position is designated as an in-person role.
EEO Statement
CareGivers of America is an Equal Opportunity Employer and Registry. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment. We do not discriminate based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable law. Employment decisions are based on qualifications, merit, and business needs.
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person