[Hiring] Network Success Coordinator @The Helper Bees

Role Description

As a Network Success Coordinator with The Helper Bees, you will be responsible for supporting partner requests for client assessments.

Qualifications

• 2+ years of customer service or related experience
• Outbound/Inbound calling experience highly preferred
• Office suite and Google Suite experience highly preferred

Requirements

• Utilize proprietary technology platform to acknowledge, schedule, document and monitor benefit eligibility assessments via dashboards/pipelines and Customer Relationship Management (CRM) functionality and associated platforms
• High volume inbound and outbound telephonic scheduling
• Collaborate with manager to analyze performance and redirect efforts as needed
• Responsible for consistent progress toward and alignment with intended outcomes/goals through key performance indicators (KPIs)
• Self-manage follow up engagements as needed
• Monitor dashboards and take appropriate action on referral escalations
• Other duties as assigned/necessary

Performance Metrics

• Customer Satisfaction: Ensure a consistently high level of customer satisfaction with the support provided.
• Team Turn Around Time (TAT): Maintain end-to-end TAT within Service Level Agreements (SLA’s), with a target average TAT of less than 10 days.
• Resolution Time: Time it takes to resolve a customer issue from the moment it is reported.
• Inbound Call Handling: Successfully manage 85% of incoming calls.

Required Skills/Abilities

• Professional phone demeanor and written communication
• Ability to self-manage daily efforts and work autonomously in a remote work environment
• Interpersonal and critical thinking skills
• Computer proficiency and comfortable learning new technology platforms
• Must be 18 years of age or older

Physical Requirements

• Ability to remain at your designated workstation for the duration of the workday
• Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
• The ability to communicate information and ideas so others will understand.
• The ability to observe details at close range (typically on a computer screen)

Benefits

• This position offers the flexibility of remote work at approved locations within the United States.
• Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data.

Company Description

The Helper Bees was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers.

The Helper Bees mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience.

• Core Values:
• Quickly iterate through solutions
• Seek ways to create immediate impact
• Bee the teammate you want to work with
• Ask questions, answer questions
• Take the time to celebrate wins