Desire Home Care (DHC) is a privately owned and family oriented company that provides in-home care for seniors , adults and children facing physical and/or medical challenges. We believe that everyone should and deserves to live life with joy, dignity and most importantly to its’ fullest. Our caregivers come highly trained and with heart full with compassion eager to assist you in reaching those special milestones. We assist with personal care, meal preparation, transportation and mobility, and in home respite services in an environment familiar to you, surrounded by loved ones and special memories. We strive to provide quality care you can trust, and pride ourselves in providing excellent and affordable care. Care plans are personalized to fit each individual client’s needs. Desire Home Care staff work closely with family members and other support staff to ensure that appropriate and quality care is given to all clients. Our caregivers are certified and bonded. Our Mission: Our values are simple. Desire Home Care strives to offer quality and affordable compassionate home care services, while meeting your needs and exceeding your expectations.

QUALIFICATIONS

• Previous experience in a customer service, call center, or member support role.
• Strong verbal and written communication skills in English.
• Empathetic and patient approach to addressing customer needs.
• Ability to multitask and manage time efficiently in a remote work environment.
• Proficient in using customer relationship management (CRM) systems and related technologies.
• Problem-solving skills with a focus on delivering meaningful resolutions.
• Reliable internet connection and a quiet, distraction-free workspace.
• High school diploma or equivalent; additional certifications or training in customer service is a plus.

ABOUT THE ROLE

We are seeking a highly motivated and detail-oriented individual to join our Customer Support team as a Member Service Representative (Offsite). This is an hourly, full-time remote position where your primary responsibility will be ensuring an excellent customer experience by meeting the needs of our members with professionalism and empathy. If you are service-oriented, thrive in a fast-paced environment, and are a great communicator in English, this might be the perfect opportunity for you!

WHAT YOU’LL DO

• Assist members with inquiries and requests via phone, email, and chat in a timely and professional manner.
• Resolve customer concerns by providing accurate information and effective solutions.
• Maintain comprehensive knowledge of company products, services, and policies to assist members effectively.
• Document all member interactions and outcomes in the system accurately.
• Collaborate with internal teams to escalate and resolve complex issues as needed.
• Proactively identify opportunities to improve member satisfaction and provide feedback to the management team.
• Adhere to established service level agreements (SLAs) and company policies.