[Hiring] Senior Customer Service Representative - First Call Resolution @Genworth

Role Description

Join us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system – and we are deeply committed to a sense of belonging for all, in all phases of life.

We’re creating a new experience for care seekers and their families, bringing together long-term care options, non-healthcare resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us!

CareScout is a division of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human.
• Make it about others.
• Make it happen.
• Make it better.

The First Call Resolution (FCR) Representative serves as the primary point of contact for our customers and providers during the long-term care assessment process, supporting coordination and communication across all parties, making it one of the most critical roles at CareScout.

You will be in a front line, customer interactive position, providing timely and accurate information directly to customers, and processing transactions to meet the customers’ needs. You will be expected to meet or exceed individual and team phone service metrics, to engage with the business in personal and professional development, and to collaborate effectively with peers in a team atmosphere.

Qualifications

• Strong customer service skills with at least 2 years of experience
• High school diploma or equivalent
• Ability to successfully complete virtual “classroom” training prior to transitioning into job responsibilities
• Reliable high-speed internet (minimum 50 Mbps)
• A dedicated, distraction-free home office set up
• Positive energy, optimistic outlook and a caring, compassionate attitude
• Exhibit integrity, accountability, and a collaborative team mindset
• Ability to manage multiple tasks and deadlines in a fast-paced environment
• Apply strong critical thinking, problem-solving, conflict resolution, collaboration, adaptability, and ownership
• Demonstrate strong written and oral communication, organizational, and time management skills
• Proficient with computer applications, including MS Office and workflow management tools

Requirements

• Provide exceptional customer service through timely, accurate, and courteous responses
• Quickly assess customer needs through active listening and critical thinking
• Serve as a flexible, solution‑oriented point of contact
• Address issues proactively and effectively to prevent escalations
• Meet or exceed defined performance and quality metrics
• Support system updates by participating in user testing
• Actively contribute to a positive team environment
• Provide coaching and training to new team members
• Perform other duties as assigned

Benefits

• Competitive Compensation & Total Rewards Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options
• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
• Disability, Life, and Long-Term Care Insurance
• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
• Wellness support including gym membership reimbursement and Employee Assistance Program resources
• Caregiver and Mental Health Support Services

Additional

The base salary pay range for this role starts at a minimum rate of $43,200 up to the maximum of $66,400. In addition to your base salary, you will also be eligible to participate in an incentive plan based on performance.