Customer Service Representative - Family Care Solutions

Customer Service Representative - Family Care Solutions

Houston, Texas

Customer Service Representative- Family Care Solutions

Be a part of something bigger at Herewith

Cultural Fit & Values:

At Herewith, we believe in making care simple, personal, and trustworthy. As a Customer Service Representative, you will:

Make things easier: Provide clear, efficient solutions to families seeking care.

Personalize care: Tailor recommendations to each family's unique needs.

Foster trust together: Build confidence by guiding families through the decision-making process with empathy and professionalism.

Position Summary:

We are seeking a compassionate, persuasive and professional Customer Service Representative to join our team. In this role, you will engage families who are exploring care options for their loved ones. Your goal is to understand their needs, address concerns, and confidently guide them toward closing a care solution. Success in the position requires empathy, persistence and the ability to balance sensitivity with consultative sales techniques. You will play a critical role in helping families take the final step to secure care, ensuring they feel supported and confident in their decision.

Key Responsibilities:

• Serve as a trusted guide for families by listening, uncovering needs and matching them with the right care solutions.
• Use consultative sales skills to help families overcome hesitation and make informed decisions.
• Provide timely and consistent follow-up via phone calls, texts, and emails to move families toward closure.
• Build trust by handling sensitive situations with empathy and professionalism.
• Document all interactions in Salesforce and G-Suite accurately to track progress and maintain continuity
• Collaborate with care teams to ensure smooth onboarding and strong customer experiences.
• Meet and exceed closing and conversion goals while maintaining a high level of customer satisfaction.
• Maintain compliance with confidentiality standards and company policies.

Qualifications:

• Experience in sales, customer service, or care coordination (healthcare or service industry experience preferred).
• Strong consultative sales skills with proven ability to close over the phone.
• Exceptional listening, empathy, and communication skills across multiple channels (Phone, SMS, Email)
• Excellent verbal and written communication skills across multiple channels (phone, email, SMS).
• Ability to manage multiple family cases with consistent follow-up and strong organization.
• Comfort with Salesforce, G-suites, Five-9 Dialer, and Zoom a plus.
• Bilingual (English/Spanish) strongly preferred.

Core Competencies:

• Closing Ability: Comfortable guiding hesitant families to commitment with empathy and confidence.
• Persistence & Follow-Up: Disciplined in follow-through to support families through the care process.
• Trust-Building: Ability to quickly establish rapport and credibility in sensitive emotional conversations.
• Professional Communication: Clear, respectful, and persuasive communication style.
• Team collaboration: Works seamlessly with internal teams to deliver care solutions efficiently.