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FAMILY ROOMSenior Care Intake and Customer Experience Specialist
Summary:
You’re the kind of person who loves listening to others and finding thoughtful, caring solutions. You bring calm to chaos and lead with grace, even in emotionally challenging situations. Friends and family naturally turn to you for practical insights delivered with heart. When demands are high and time is limited, you know how to prioritize what matters most and take action with clarity and care.
You show up fully present and positive for others, not because it’s your job, but because it’s who you are. You value structure and systems, but you’re flexible when real life doesn’t follow a script. You understand that a great customer experience isn’t always predictable, and you’re okay with that. You embrace challenging conversations and complex problems with empathy and resolve, always looking for ways to improve the experience and elevate the standard.
At Hero Home Care, we believe caring is both an art and a science. Our purpose, Happy Humans and Healthy Communities, is more than a slogan. It’s a call to action. If you’re someone who leads with heart and hustle, who listens deeply and acts boldly, we want to meet you.
When you walk into Hero Central, you’ll feel the energy right away: the hum of calls, vibrant conversions, and a team united by purpose. You might grab a coffee in our fully-stocked coffee bar, stroll past the community garden, check in on a puzzle in progress, and then settle into a fast-paced day of phone calls and emails.
As a Customer Experience Specialist at Hero Home Care, you are the heartbeat of the customer journey. From the first hello to ongoing support for families, you are keeping your thumb on the pulse of every interaction, making sure every client and prospect feels seen, heard, and supported.
You will be the first person a daughter, son, or spouse speaks to when they reach out, sometimes emotional and overwhelmed by the weight of caregiving. It’s one of the hardest calls they’ll make and you turn it into one of the best. You listen deeply, speak with empathy, and outline care solutions that bring peace of mind and restore hope.
But you don’t stop there. Every day, you’re evaluating our entire customer experience, identifying friction points, spotting patterns, and helping design systems and workflows that elevate how we care. You’re holding our team and yourself to the highest standards, making sure every touchpoint reflects the warmth, trust, and professionalism we promise.
You also play a key role in promoting and protecting our reputation. You will develop and implement strategies to increase our online reviews, respond to feedback, and highlight client and caregiver stories that showcase our exceptional service. You’ll collaborate with the marketing team to share these stories through social media and digital channels, helping our community see the real heart behind Hero Home Care.
Your impact will be measured through conversion rates, client retention, customer satisfaction, and the strength of the relationships you build. And you’ll have the full support of a team that shares your passion for heroic care and high standards.
Together, we challenge and champion each other, always rooted in our four Core Values:
- People Come First: We don’t just recruit caregivers, we hire heroes. Because we know it’s people that make the home care business tick. We put people first, our team members and our customers. We treat all people equally and celebrate diversity. We communicate openly and honestly. And when it comes to our team members or customer’s health and happiness, we keep the focus clear.
- Commit To It: We’re in the business of caring for others, so that means we’re in the business of making quality decisions and doing whatever it takes to fulfill our purpose of creating happy humans and healthy communities. We do what’s right, not what’s easy. We also appreciate that at the community level, we’re only as good as our word. We see things through and walk our heroic talk.
- Go Above & Beyond: Our heroes know they will be called upon to deliver above and beyond. But it’s not just about energy – which we have a lot of! – it’s about inspiration. We think creatively and bring joy to the work because we love serving others and the community. Some days it’s about preparing a delicious meal – other days it’s about replacing the elastic waistband in a customer’s favorite pajamas (true story).
- We Do 1% Better: In life, there are rarely silver bullets and one-size-fits-all solutions. So instead, we commit to the journey of continuous improvement, creating lasting change through small improvements one day at a time. We want to lead our industry because our industry needs a hero. We are open to coaching and receiving feedback because when we grow our customers and communities do better.
- If this feels like the kind of team you’ve been looking for, we’d love to meet you.
Key Competencies:
- Emotional Intelligence: Shows empathy, active listening, and self-awareness in all interactions. Navigates emotional situations with compassion, creating trust and connection with clients, families, and team members.
- Ownership Mentality: Takes initiative, follows through on commitments, and holds themselves accountable for outcomes. Does not wait to be asked. Steps up, solves problems, and takes pride in doing things right.
- Growth Mindset: Always looking for ways to improve. Welcomes feedback, adapts to change, and seeks out opportunities to make systems, processes, and customer experiences better than the day before.
- Calm and Clarity Under Pressure: Remains focused, grounded, and solutions-oriented in fast-paced or emotionally intense situations. Brings a steady, positive presence to clients and colleagues alike.
- Detail-Oriented Thinking: Pays close attention to the little things that make a big difference. Diligently tracks follow-ups, ensures data accuracy, and brings care and precision to every task.
- Clear and Compassionate Communicator: Communicates with heart and clarity across all mediums. Knows how to deliver information in a way that builds confidence, trust, and emotional safety, especially during hard conversations.
- Team-Focused and Collaborative: Works with a spirit of “we” over “me.” Shares knowledge, supports teammates, and contributes to a fun, high-performing culture that lifts everyone up.
- Tech Confidence and Curiosity: Loves learning new tools and systems and picks them up quickly with excellent memory and retention. Moves comfortably between CRMs, communication platforms, scheduling tools, and automations. Sees technology as a way to increase efficiency, scale impact, and improve the customer experience.
Duties and Responsibilities:
1. Intake Management & Lead Conversion
- Respond promptly to all inquiries via phone and email to create a high-trust first impression
- Conduct initial intake conversations to assess care needs and schedule a Care Consult
- Accurately capture referral sources, contact information, client history, and care preferences
- Proactively follow up with all non-converted prospects through a structured communication process
- Oversee and execute lead nurturing efforts for non-converted prospects, including email campaigns and personalized follow-ups
- Review completed intakes for data accuracy and integrity, and support team training and documentation improvements as needed
2. Customer Experience & Relationship Management
- Champion the customer experience by delivering warm, consistent, and thoughtful touchpoints across the entire client lifecycle
- Conduct routine customer satisfaction check-ins and happiness surveys to gather feedback and identify service opportunities
- Reach out to past clients for post-care check-ins, helping them feel supported and re-engaging them when care needs arise
3. Social Media & Online Reputation Management
- Develop and manage systems to consistently increase 5-star Google reviews, including prompts, templates, and follow-up processes
- Respond to online reviews with professionalism, empathy, and gratitude, addressing concerns when needed
- Curate and share client testimonials and caregiver stories in partnership with the marketing team
- Collaborate on social media content that highlights real moments, celebrates team wins, and reinforces Hero’s brand promise
- Monitor online sentiment and feedback, bringing customer insights to the broader team to inform improvements
4. CRM & Sales Process Optimization
- Manage and maintain the CRM to ensure data integrity, workflow efficiency, and visibility across all leads and client records
- Develop and document CRM best practices, ensuring consistent use across team members
- Train staff on how to enter, update, and manage records correctly, reinforcing accountability and data integrity
- Build and refine CRM workflows and automations to streamline intake follow-ups, client communications, and reporting
- Identify inefficiencies and opportunities to scale the customer journey through automation and system design
- Collaborate cross-functionally to align CRM strategy with sales, marketing, and care delivery objectives
Position Requirements:
- Minimum 2 years of experience in a customer experience, client services, or intake-related role
- Minimum 2 years of experience in the healthcare, home care, or senior services field an asset but not required
- Proficient using CRM software, social media platforms, Google Suite, and smart devices
JOB DETAILS
LOCATIONS:
North Vancouver
EMPLOYMENT TYPE:
Full-time, Permanent
SCHEDULE
Monday – Friday
Weekends as needed
COMPENSATION:
$55,000 – $65,000
BENEFITS:
- Be part of a mission-driven company creating Happy Humans and Healthy Communities
- Significant growth and learning opportunities in a company that values continuous improvement and promotes from within
- Access to extended health and dental benefits to support your well-being
- Work in a fun, open-concept office with a team that genuinely cares about the work and each other
- Opportunities to make a real impact on families, caregivers, and your community every day
