Client Coordinator

Experience: 2 years of minimum working with American clients in a BPO, customer-facing experience is required.

Shift: Evening/Night Shift (U.S. hours, primarily Chicago (Central) Time Zone)

About the Role

We are looking for an experienced and highly professional Client & Care Support Coordinator to support aU.S.-based home care company. The successful candidate will often be the first point of contact for people calling the company. Excellent spoken English, a clear and natural American-facing communication style, professionalism, empathy and good judgment are therefore essential. Full training on our services, systems and procedures will be provided.

Key Responsibilities:

Answer and manage incoming telephone calls, including calls from:

• Prospective clients and families enquiring about home care services.
• Existing clients or family members, including those raising concerns or complaints.
• Caregivers and prospective caregivers contacting the company.
• Healthcare professionals, referral sources and other business contacts.

Understand the nature and urgency of each call, obtain the relevant information, document it accurately and ensure it is passed to the appropriate person. For complaints or complex matters, the coordinator is not expected to resolve the issue personally. The role is to listen professionally and empathetically, gather the relevant information, reassure the caller that the matter will be escalated appropriately, and promptly notify the responsible U.S. team member.

Senior Well-Being Calls

Make scheduled well-being/check-in calls to seniors. These are friendly conversations of 5-10 minutes designed to check how the individual is doing, provide social interaction and identify any concerns that should be brought to the attention of the appropriate person. The successful candidate should be patient, warm, reassuring and comfortable speaking naturally with older adults.

Candidate Requirements

• At least 2 years' experience working directly with U.S./American clients.
• Excellent spoken and written English, with a clear and professional telephone manner.
• Strong listening, interpersonal and customer-service skills.
• Ability to communicate confidently with clients, families and caregivers.
• Empathy and patience when dealing with elderly clients.
• Ability to remain calm and professional when receiving complaints or difficult calls.
• Good judgment regarding when a matter requires escalation.
• Strong attention to detail and accurate note-taking/documentation skills.
• Good computer skills and ability to learn new software.
• Reliable high-speed internet connection and a professional remote-working environment.
• Previous U.S. healthcare, home care, senior care, care coordination or call-handling experience is advantageous.

Working Hours

This position supports a U.S.-based business and will normally operate according to the Chicago/Central Time Zone (CT). Candidates must be comfortable working U.S. hours, which will generally mean evening/night working hours in India. Exact shifts will be agreed according to operational requirements.

Training & Development

• Comprehensive training on company services and procedures.
• Training on call handling, escalation and documentation.
• Training on company systems and software.
• Ongoing support from the U.S. management team.
• Potential progression into a senior coordination or team-lead role as the business grows.