Senior Customer Service Representative - First Call Resolution

Genworth is on a mission to simplify and dignify the aging experience. The Senior Customer Service Representative - First Call Resolution serves as the primary point of contact for customers during the long-term care assessment process, providing exceptional customer service and support while meeting performance metrics.

Responsibilities:

• Provide exceptional customer service through timely, accurate, and courteous responses to customers, family members, caregivers, providers, and internal care partners
• Quickly assess customer needs through active listening and critical thinking to provide accurate, first-call resolution
• Serve as a flexible, solution‑oriented point of contact, resolving customer requests from intake through completion by coordinating scheduling, documentation, and follow‑up with internal teams and external partners
• Address issues proactively and effectively to prevent escalations and recurring customer concerns
• Meet or exceed defined performance and quality metrics, including call handling, productivity, scheduling accuracy, and referral and transfer expectations
• Support system updates by participating in user testing and providing feedback before changes are deployed
• Actively contribute to a positive team environment through effective communication and collaboration
• Provide coaching and training to new team members and support cross‑functional shadowing efforts
• Perform other duties as assigned that support CareScout’s business needs and evolving initiatives

Requirements:

• 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; this requires being on-camera, actively participating, and meeting all training requirements
• Reliable high-speed internet (minimum 50 Mbps), with consistent bandwidth that is not subject to frequent throttling
• A dedicated, distraction-free home office set up, including a desk or workstation suitable for full-time remote work
• Positive energy, optimistic outlook and a caring, compassionate attitude, in particular with the aging population
• Exhibit integrity, accountability, and a collaborative team mindset
• Ability to manage multiple tasks and deadlines in a fast-paced environment while maintaining accuracy and quality
• Apply strong critical thinking, problem‑solving, conflict resolution, collaboration, adaptability, and ownership to resolve customer issues effectively
• Demonstrate strong written and oral communication, organizational, and time management skills to manage priorities and meet deadlines
• Proficient with computer applications, including MS Office and workflow management tools
• Associate/bachelor's degree or equivalent work experience
• Previous call center or contact center experience
• Prior experience in the Long-Term Care or insurance industry
• Knowledge of HIPAA requirements and confidential information handling