Call Center Eldercare

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Are you looking to have fun while making a meaningful impact in the lives of seniors?:

Who We Are:
At Americare, our RISING Team Values guide everything we do:
Respect • Integrity • Servant Heart • Inspire • Nurture • Growth

We are proud to make a meaningful impact in the lives of seniors, every single day. Americare communities are more than just workplaces—they are family, where excellence thrives, people are empowered, and fun is part of the culture.

We’ve been consistently certified as a Great Place to Work, ranked on Fortune’s Best Workplaces in Aging Services, and named one of the 2025 Best Senior Living providers by U.S. News World Report.

Why Join Americare?:

• Impactful Work: You can make a difference every day, receive plenty of hugs, and be the one to put a smile on the faces of our residents.
• Supportive Community: You can be part of a compassionate team that truly values teamwork and respect.
• Career Growth: Whether you're a newbie or a seasoned pro, we offer exciting opportunities for you to advance both professionally and personally.
• Fun and Engaging Environment: Work hard and have fun in an inclusive environment where you'll create lasting friendships and experience unforgettable memories.
• Work-Life Balance: Enjoy flexible scheduling options that fit your life.

What we offer:

• Recognition and Appreciation: Truly feel valued with meaningful shout outs and recognition.
• Family Atmosphere: Close-knit community where everyone feels at home.
• Paid Time Off: Enjoy a competitive PTO plan to recharge and relax.
• Daily Access to Wages: Flexibility to access your pay whenever you need it.
• Complimentary Meals: Delicious free meals while you work.
• Tuition Assistance: We support your educational pursuits so you can chase your career dreams!
• Comprehensive Benefits: Health, Dental, Vision, Life Insurance, Short- and long-term disability, and so much more...
• Earn More: Your hard work is rewarded with competitive pay and annual wage increases based on performance.
• 401(k) Plan: Secure your future with company contributions

Take the next step in your career at Americare Senior Living and make a difference today!:

Position Summary: The responsibility of the contact center eldercare advisor is to consistently represent Americare Communities in a way that enhances our presence with incoming callers and digital leads. These activities include: executing first conversations with new leads, discovering the prospect’s needs, establishing next steps that are time and date specific and are agreeable to the prospect, making recommendations that make sense to the prospect and seeing the prospect through to a scheduled tour or next step conversation with the local eldercare advisor or administrator of the community.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Respond promptly to customer inquiries via phone, email, chat, or social media channels.
• Provide accurate information about products, services, and company policies to address customer inquiries.
• Assist customers in troubleshooting technical issues with products or services, guiding them through step-by-step solutions when necessary.
• Document all customer interactions accurately and thoroughly in the CRM system, including details of inquiries, resolutions, and any follow-up actions required.
• Collaborate with other team members, supervisors, or departments to resolve complex issues or escalate unresolved matters as needed.
• Meet or exceed performance metrics such as call handling time, adherence, call quality.
• Maintain a positive and professional demeanor in all customer interactions, representing the company's brand values and image effectively.
• Stay updated on product knowledge, company policies, and industry trends through training sessions and self-directed learning.
• Adhere to company guidelines and protocols for data security, privacy, and compliance with regulations.
• Continuously seek opportunities for process improvement or efficiency enhancement in customer service workflows.
• Uphold a high standard of service excellence, ensuring each customer interaction leaves a positive impression and fosters customer loyalty.

Duties / Responsibilities:

• Completes other duties as assigned

Work Environment: This job operates in a professional office or home office environment depending on location. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Operate a car for required travel.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The physical demands of this position include;

• Standing, sitting, walking, changing of position, reaching, extending hands arms, reach across midline, crouching, balancing, kneeling, stooping, bending, lifting 25 lbs from sit to stand push, pull, lower 100 lbs and push resident in wheelchair 350 lbs.

Do not attempt to lift residents or support entire weight of resident.

Lower resident to floor in the event of fall. Utilize two man lift procedure

Utilize required safety equipment

Sensory Demands:

• Auditory: to hear and understand verbal request,
• Visually: be able to read necessary information to complete work tasks,
• Verbally: communicate with customers and others on your team

Safety Equipment:

• Use of PPE is required when appropriate to prevent exposure to bloodborne pathogens.
• Use of seat belt when driving or riding in a vehicle, no use of cell phone while driving.
• Mandatory reporting of all work-related injuries within 12 hours to supervisor with participation in required documentation.
• Participation in our drug testing procedures is a mandatory part of employment with this facility.

OSHA Exposure: Category II, possibility of bloodborne pathogen exposure but not a part of job requirements. Obtain qualified nursing staff in the event exposure occurs.

Position Type/Expected Hours of Work: This is a full-time position. Hours can vary, but at least 40 hours a week is required.

Travel: minimal for training only

Qualifications/ Education/Experience/Skills:
Qualifications

• High School Diploma
• Strong Communication Skills: Clear verbal and written communication.
• Customer-Focused Attitude: Genuine desire to assist prospects courteously.
• Problem-Solving Ability: Analytical skills to resolve issues efficiently.
• Adaptability: Ability to learn quickly and manage various tasks.
• Time Management: Prioritization skills to handle tasks promptly.
• Team Player: Collaborative mindset to work effectively with others.
• Empathy and Patience: Understanding and calm demeanor with customers.
• Technical Proficiency: Basic knowledge of relevant software and systems.
• Conflict Resolution: Ability to de-escalate and find solutions diplomatically.
• Continuous Learning: Willingness to stay updated and grow professionally.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.