Senior Customer Service Representative – First Call Resolution

Genworth

. Provide exceptional customer service through timely, accurate, and courteous responses to customers, family members, caregivers, providers, and internal care partners .

Posted 4/22/2026full-timeRemote • Alabama, Connecticut, District of Columbia, Florida, Illinois, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Minnesota, Mississippi, Missouri, Montana, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Vermont, Virginia, Washington, West Virginia, Wisconsin • 🇺🇸 United StatesSenior💰 $43,200 - $66,400 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

Competitive Compensation & Total Rewards Incentives
Comprehensive Healthcare Coverage
Multiple 401(k) Savings Plan Options
Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
Disability, Life, and Long-Term Care Insurance
Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
Caregiver and Mental Health Support Services

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer servicecritical thinkingproblem-solvingconflict resolutiontime managementorganizational skillsaccuracyproductivityscheduling accuracyfirst-call resolution

Soft Skills

active listeningflexibilitysolution-orientedproactivecollaborationcoachingcompassionate attitudeintegrityaccountabilitypositive energy

Certifications

high school diploma or equivalent