Vivia Navigator Assistant

Are you looking for a position that’s exciting, growing, fast paced and where every day brings new opportunities to help people? Vivia Cares is seeking an individual who is passionate about helping seniors stay healthy and independent in their own homes affordably as a Vivia Navigator Assistant. 

A Vivia Navigator Assistant is the first point of contact for a senior or their family seeking the caregiving services of Ho’okele Home Care and its new service line Vivia. A Vivia Navigator Assistant diligently answers phone calls, actively listens to the needs of callers, responds to emails in a timely manner and provides callers with relevant resources and connects them to a Vivia Navigator for an appointment. The ideal Vivia Navigator Assistant will be very comfortable conversing on the phone, have a pleasant and compassionate demeanor, and is proficient in the use of the company’s software systems. Personal experience working with seniors is helpful and Vivia is willing to train candidates who have the heart to help people to gain the necessary skills to succeed. A Vivia Navigator Assistant will be joining a vibrant and caring team of individuals who are passionate about thinking creatively to meet the goals of our senior clients.  Learn more about Vivia at www.viviacares.com

Requirements

• Responsible for answering incoming calls promptly and professionally, ensuring that callers receive the highest level of service.
• Provide accurate, complete and timely information to callers including key service offerings, pricing and other relevant information using the right tools, processes and procedures.
• Schedule follow-up calls and meetings with Vivia Navigators who can virtually assess caller’s needs and suggest a plan of action and close the sales process.
• Document all calls and caller interactions accurately, in an up-to-date manner in the company’s software to maintain seamless communication between all company team members.
• Responsible for knowing and working toward achieving specific performance metrics such as call answer rates, call responsiveness, call quality, customer satisfaction, and sales targets.
• Responsible for identifying opportunities to upsell and cross-sell services to current and potential customers to increase revenue and promote customer satisfaction and loyalty.
• Use best efforts to identify and resolve any customer issues and provide timely and effective solutions where appropriate or referral to Vivia Navigators for timely resolution.
• Handle caller complaints with empathy and provide appropriate solutions to their concerns. Triage complaint if unable to resolve to caller’s satisfaction.  Document on complaint and actions taken on appropriate form.
• Maintain a high level of professionalism at all times and the ability to handle difficult or upset callers with respect and a calm demeanor.
• Follow confidentiality and privacy policies of the company and adhere to call center policies and procedures.
• Assist with coordinating settings, monitoring and reporting call activities via the company’s VOIP phone system and its administrative dashboard.
• Participate in training and improving their skills and knowledge about customer service and company service offerings to ensure that they are able to provide the most up-to-date and responsive services to customers and callers.
• Other related duties as assigned.

Minimum Qualifications:

• High school diploma or equivalent; college degree preferred
• Proven customer service experience in a call center or similar environment
• Passion and compassion for helping seniors; personal experience supporting a senior helpful
• Home care experience or long term care services experience preferred.
• Strong problem solving skills and critical thinking skills
• Active listener and ability to convey compassion and empathy over the phone
• Excellent communication skills, both verbal and written
• Strong computer and data entry skills
• Attention to detail and compliance with company policies and procedures
• Familiarity with call center equipment and software
• Ability to multitask, prioritize and manage time effectively
• Ability to work under pressure and handle difficult customers
• Strong interpersonal skills and the ability to communicate with internal stakeholders
• A professional appearance and provide a positive company image to the public.
• A team player

Benefits

• Pay Range: $21 - $23 per hour DOE
• Medical
• PTO