Client / Customer Care Rep

Honor Technology’s mission is to change the way society cares for older adults. As a leader in aging care innovation, Honor provides the technology, tools, and services that empower older adults to live life on their own terms. Honor’s growing portfolio includes its consumer care brand, Home Instead, Inc., the world’s leading provider of in‑home care for older adults. With a global franchise network and more than 100,000 Care Pros, Home Instead delivers over 50 million hours of personalized care annually.
Together, Honor and Home Instead are setting a new standard for aging in place, backed by powerful technology, compassionate care, and a commitment to aging on your own terms.
Join us to create a new and better aging experience for our clients, their families, and our Care Professionals.
About the Role: The Client Care Advisor plays a critical role in helping families navigate one of the most important decisions they’ll make: choosing the right care for a loved one. This role combines consultative sales, care coordination, and ongoing relationship management to guide families from initial inquiry through service start and beyond.
You will lead high‑quality consultations to understand each client’s needs, urgency, and readiness, and translate that into clear, appropriate care plans. Beyond the initial decision, you will stay closely connected to clients and families, conducting reassessments, ensuring service quality, and adapting care as needs evolve. You’ll partner with scheduling and operations teams to ensure reliable execution, while maintaining high standards for documentation and compliance.
Success in this role is measured by consult‑to‑start conversion, client satisfaction, and long‑term retention. High performers combine empathy and strong judgment with a results orientation — building trust quickly, creating appropriate urgency, and helping families take action with confidence.
This role includes significant time in the field, including in‑person consultations, service starts, and quality visits. It also requires navigating sensitive family dynamics, urgent needs, and occasional after‑hours situations.
This role requires about 75% travel in the field across the Santa Rosa and Sonoma County area, with reliable transportation and flexibility for occasional evenings/weekends. This role offers annual on‑target earnings of $80,000-$95,000, with 20% tied to uncapped monthly commission.
About the Team: Honor’s Owned & Operated (O&O) team runs company‑owned Home Instead markets, serving clients directly while also helping shape how care is delivered across the broader network. Working in O&O means being close to both clients and execution, with the opportunity to influence how operations, consultations, and service quality evolve at scale. It’s a fast‑moving environment that blends hands‑on impact with the chance to help define the future of home care with Honor.
As a Client Care Advisor at Honor, you will: Own consult‑to‑start conversion by conducting high‑quality consultations and proactively guiding families to timely decisions
Lead successful service starts by aligning expectations, coordinating care setup, and mitigating onboarding risks
Drive retention and growth through ongoing client engagement, reassessments, and care plan adjustments
Serve as a trusted advisor to families, helping them navigate complex care decisions with clarity and confidence
Partner cross‑functionally with scheduling, operations, and Care Pros to ensure consistent, high‑quality service delivery
Use data and systems to manage your portfolio, track performance, and maintain accurate documentation
Contribute to referral relationship growth and local market reputation as needed
healthcare, senior care, social work, care coordination, or similar)
conversion, retention, service adoption)
Strong relationship management skills, with experience supporting clients and families over time and adapting to evolving needs
Examples include consult‑to‑start conversion, client retention, service adoption, or other performance metrics.
Experience leading structured conversations (discovery, needs assessment, recommendations, next steps)
Comfort working within structured systems and tools (e.g., CRM, documentation standards, defined consult frameworks, Microsoft Office, Salesforce or similar)
Operational discipline, including managing follow‑up, tracking performance, and maintaining accurate records
Ability to spend about 75% of time in the field, with reliable transportation and flexibility for occasional evenings/weekends.
Experience working with older adults and families or a background in Healthcare Administration, Social Work, Gerontology, or a related field is preferred
Honor’s Leadership Principles are the foundation of translating our mission into action. Client Care Advisors start with the client and work backward. They prioritize decisions that improve the client experience, ensure clarity during consultations, and protect service quality over time. Every recommendation, follow‑up, and reassessment is grounded in what will best serve the client and their family.
Always Push: Client Care Advisors set a high bar for consult quality, conversion, and retention. They continuously raise their own standard of performance and look for ways to improve outcomes.
Trust is the foundation of conversion, retention, and long‑term partnership.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, political affiliation or belief.

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