Help at Home is the leading national provider of in-home personal care services, supporting 66,000 clients monthly with the help of 49,000 caregivers across 12 states. Our mission is to help individuals live with independence and dignity at home, while strengthening the communities we serve.
About the Role
The Senior Coordinator, Contact Center plays a key role on the Support Team by managing Tier 2 calls and tickets, including staffing cases, restaffing caregiver call-outs, updating schedules, and confirming caregiver arrivals. This position also supports ticket flow management, prevents backlog, and serves as an escalation point when supervisors are unavailable.
Schedule
- 2nd Shift: Tuesday–Saturday, 2 PM–11 PM EST
- Off: Sunday and Monday
What You’ll Do
- Handle incoming calls and escalated tickets promptly and professionally.
- Identify caller needs and provide accurate resolutions following playbook guidelines.
- Maintain detailed and accurate records of calls, inquiries, and outcomes.
- Support internal inquiries related to HR, IT, policies, and benefits.
- Respond to incident reports, ask detailed questions, and identify root causes.
- Coordinate urgent escalations and clinical inquiries as needed.
- Guide internal teams and BPO partners by providing subject matter expertise.
- Manage ticket flow in the absence of a supervisor to ensure timely resolution.
- Uphold HIPAA and confidentiality standards while handling sensitive information.
What You Need
- High School Diploma or GED.
- Customer service and contact center experience required.
- Scheduling experience preferred.
- Strong verbal, written, and interpersonal communication skills.
- Analytical and problem-solving ability with strong attention to detail.
- Proficient with Microsoft Office Suite; ability to learn new systems.
- Ability to handle confidential information and comply with HIPAA.
Compensation & Benefits
- Hourly Rate: $17.31
- Weekly pay with direct deposit
- Health, dental, and vision insurance
- Paid time off and parental leave
- 401(k) retirement plan
- Ongoing training opportunities
- Career growth with an industry leader of 50+ years
Help at Home is an Equal Opportunity Employer and welcomes all qualified applicants regardless of race, gender, age, disability, veteran status, or other protected categories.
Happy Hunting,
~Two Chicks…