Client Service Partner

Key Responsibilities:

New Client Intake & Intake Coordination

• Promptly answer inbound calls texts and messages serving as a calm empathetic first touchpoint for prospective and current families.
• Conduct detailed intake conversations to understand care requirements answer questions about services and pricing and build trust during sensitive situations.
• Screen incoming inquiries schedule initial home assessments on shared calendars with the business owner and manage pre-assessment prep and post-inquiry follow-ups.

Client Relationship & Account Management

• Serve as the main day-to-day point of contact for onboarded families conducting proactive check-ins and managing ongoing service requests.
• Clear accurate communication of caregiver schedule changes service updates and appointment details across phone text and email.
• Build strong long-term relationships through proactive updates and consistent follow-through ensuring families always feel heard and supported.

De-escalation & Problem Resolution

• Take full accountability for resolving client concerns coordinating internally to fix problems rather than simply forwarding messages.
• De-escalate challenging or emotional conversations with maturity patience and sound judgment escalating urgent or complex matters to the owner when necessary.

Administration & Records

• Maintain up-to-date accurate client records logging all conversations scheduling details and follow-up tasks.
• Balance urgent time-sensitive client requests alongside routine follow-ups and daily administrative duties with high attention to detail.

Owner Capacity & Growth Support

• Take full ownership of daily client calls texts and routine questions significantly reducing the business owners day-to-day administrative load.
• Establish immediate credibility with client families so they feel completely supported working directly with you as their main point of contact rather than relying solely on the owner.
• Maintain the personal empathetic service standard that drives the companys reputation and referral-based growth.
• Build and maintain reliable communication workflows to support a growing client base as the business expands.

Required Skills & Experience:

• 35 years of professional experience in a client-facing role.
• Strong experience communicating directly with customers or clients by phone.
• Excellent spoken and written English.
• Highly professional and polished communication style.
• Strong active-listening skills.
• High level of emotional intelligence and empathy.
• Ability to build rapport quickly with different personality types.
• Experience managing demanding or high-expectation clients.
• Strong problem-solving and critical-thinking abilities.
• Ability to work independently and exercise sound judgment.
• Excellent organizational and multitasking skills.
• Strong calendar and scheduling management skills.
• Comfortable managing communication across phone email text and other channels.
• Ability to remain calm and professional during difficult or emotional conversations.
• Strong follow-through and personal accountability.
• Ability to identify when something requires escalation rather than attempting to resolve every situation independently.
• Comfortable working remotely and independently during US business hours.

Nice To Have:

Experience in one or more of the following would be particularly valuable:

• Homecare or senior care
• Healthcare or medical services
• Patient coordination
• Care coordination
• Customer success
• Client relationship management
• Account management
• Hospitality or concierge services
• Professional services
• Other high-touch service businesses

Direct homecare experience is beneficial but is not essential if the candidate demonstrates exceptional client communication emotional intelligence and relationship-management capabilities.

Key Personality Traits:

Empathetic

• You genuinely care about understanding what someone is experiencing rather than simply trying to complete a transaction.

Authentic

• Your communication feels natural and human. You dont sound like youre reading from a script.

Proactive

• You anticipate questions follow up without being reminded and look for potential issues before they become problems.

Calm Under Pressure

• You can manage emotional demanding or frustrated clients without becoming defensive or overwhelmed

Trustworthy

• Families will be relying on you when discussing the care of loved ones. Discretion professionalism and reliability are essential.

Highly Organized

• You can manage multiple families conversations appointments follow-ups and changing priorities without allowing details to fall through the cracks.

Accountable

• If you tell a client you will do something you ensure it gets done.

Resourceful

• You dont immediately escalate every question. You gather information think critically and determine the best path forward.

Relationship-Oriented

• You understand that the objective is not simply to resolve todays questionit is to build a relationship that makes the family confident in the company over the long term.

Working Hours:

• MondayFriday 9:00 AM6:00 PM EST
• Approximately 45 hours per week
• Regular weekend coverage is not required.
• Due to the nature of the homecare industry there may occasionally be an urgent situation where additional support is requested outside standard hours. These situations are expected to be exceptions rather than part of the candidates regular schedule and will operate within the companys high-trust working environment.