Customer Service Manager

Res-Care, Inc. Valdosta , GA 31603

Posted 2 months ago

Title: Customer Service Manager

Job Category: Operations Management

Line of Business: HomeCare Services

Branding: ResCare

About this Career Opportunity:


The Customer Service Manager (CSM) is responsible for managing quality care, customer service, employee performance, and overall customer satisfaction for our valued clients. The CSM is also responsible for supervising, guiding, and directing office staff and those who provide direct client services. The position involves utilization management, hiring, disciplining employees as appropriate, overseeing scheduling, identifying problems, and implementing proactive solutions to drive optimum outcomes and quality services for clients served.


  • Customer Management and Quality Care
  • Resolve client-related issues including contacting both internal and external customers to address matters affecting utilization.

  • Partner/communicate with all members of the client's circle of care which may include, but is not limited to, family members, assigned Power-of-Attorney spokesperson, community partners and related agencies.

  • Manage diverse payor sources. Ensure proper documentation and record-keeping for agency payors.

  • Conduct periodic home visits and safety checks.

  • Oversee creation of caregiver and field-staff schedules to impact quality related to client care.

  • Maintain strong, positive relationships with referral partners, payor sources, and clients.

  • Direct and participate in on-call responsibilities as needed.


  • Supervision of Staff
  • Manage client service schedules to ensure adequate staffing. Process completed visits for payment.

  • Identify branch staffing needs and quality candidates. Recruit, screen and select direct-care staff based on referrals.

  • Evaluate, supervise, train, and provide feedback to Direct Care staff to ensure quality care.

  • Monitor staff, identifying problem situations. Develop/implement solutions for optimal outcomes.

  • Evaluate job performance of staff and conduct performance reviews. Initiate, implement and recommend corrective actions and/or disciplinary actions including employee terminations.

  • May need to assign tasks and provide supervision to other Branch or Administrative Employees.


  • Compliance
  • Ensure HomeCare services are in compliance with agency philosophy, policies/procedures, and in accordance with Federal, State, and local licensing laws and regulations.

  • Maintain a full understanding of clients' agreed Plans of Care. Ensure adherence to plans for each client served. Monitor and report on changes in clients' Plans of Care, services, or conditions as required.

  • Contact case managers and payors with recommendations regarding Plan of Care compliance.

  • Support and implement initiatives related to Branch Growth.

  • Analyze funding source documents and Care Plans to ensure caregiver compliance.


  • Utilization Management
  • Review weekly and monthly metrics. Conduct analysis to ensure financial management and net-hours growth to meet Branch goals.

  • Address issues related to utilization. Create action plans to increase served hours and optimal utilization.

  • Analyze monthly financial statements for branch. Implement strategies to increase profitability. Manage operating expenses (profit and loss (P&L) responsibility) to maximize contribution. Develop and execute branch's annual business plan.

  • Independently assess each client's needs to determine if additional services should be requested. Identify care-plan modification needs as described in the Compliance section.

  • Maintain data integrity in client-scheduling software system.

Position Requirements


  • High School Diploma Required.

  • Associate's or Bachelor's Degree in Business, Nursing, Social Services, or related field of study preferred (per regulatory requirements).

  • Prior experience delivering services to the elderly, disabled, or developmentally disabled preferred (per regulatory requirements).

  • Excellent Customer Service Skills.

  • Previous experience in a supervisory role preferred.

  • Previous experience with community service, client service or staffing/schedule management experience.

  • Knowledge or previous experience working in an office setting with computers, phones, and other related tasks.

  • Driving Required. Must have valid driver's license and current auto insurance.

Work Environment and Physical Demands

  • Individual must have the ability to stand and work or have mobility through mechanical assistance.

  • Must be able to lift and carry items weighing up to 20 pounds.

  • Must be able to communicate both verbally and in writing.

  • Primarily sedentary which requires stooping, bending, hearing, and vision in order to operate phone, computer and facsimile.

Additional Information


ResCare offers a comprehensive benefits package to full-time employees including medical, dental, vision, paid time off, disability, life, and tuition reimbursement. All employees age 21 and older are eligible to participate in the 401(k) retirement savings plan.

ResCare also offers a PayOUT program that allows employees to set their own pay day. Click here to learn more about this program.

About Our Company

Join us in transforming peoples' lives and their communities! ResCare is a one-of-a-kind human services company offering services for people with intellectual and developmental disabilities, home care for seniors, as well as education, vocational training, and job placement for people of all ages and skill levels. Right now, we have an exciting opportunity for you to join our team as a Customer Service Manager.

About this Line of Business

As one of the industry's largest providers, HomeCare services offers care for more than 20,000 individuals across the country. We deliver quality, compassionate and highly individualized in-home care and support that helps seniors stay at home - all while maximizing their dignity, privacy and independence. Whether our clients are recovering from illness, injury or surgery, living with a chronic disability or dealing with the natural process of aging, our services are tailored to meet the individual needs of people of all ages, physical conditions and cognitive abilities.

HomeCare services include personal care and homemaking programs, professional nursing, geriatric care management, Alzheimer's/dementia care, respite care and other programs, as well as differentiated offerings in home monitoring with Rest Assured Telecare that help reduce hospital visits and keep people in their homes longer.

ResCare is an Equal Opportunity Employer. ResCare does not discriminate against any person on the basis of gender, race, color, national origin, religion, disability, age, veteran status, gender identity or sexual orientation in admission, treatment, or participation in its programs, services and activities, or in employment, or on the basis of gender in its health programs and activities.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Service Representative Full Or Part Time

Circle K Stores, Inc.

Posted 4 days ago

VIEW JOBS 5/28/2020 12:00:00 AM 2020-08-26T00:00 Job Description Store 2745010: 425 Northside Dr, Valdosta, Georgia 31602 Minimum Qualifications High School diploma or GED preferred. Experience in retail sales preferred. Ability to work in the conditions described below. Ability to perform essential duties and physical functions described below. Ability to work with the equipment, tools and materials listed below. Ability to work as scheduled and arrive to work on time. Ability to communicate (orally and in writing) in English. Ability to perform the four (4) basic arithmetic operations (add, subtract, multiply and divide). Essential Duties Provides prompt, courteous customer service. Ring up all sales on cash register properly and accurately, handling money, checks, and other types of payment received for products sold. Performs multi-function operation of fuel console, lottery machine, money order machine, telecom transactions, etc. Performs multi-function and cleaning duties necessary to maintain store cleanliness inside and out; basic upkeep and cleaning of all equipment at store. Inspect store facilities and equipment for safety, cleanliness, and proper working order. Contacts maintenance for repair when needed. Completes build-to's for ordering/purchasing merchandise. Receives and verifies vendor deliveries. Controls merchandise, cash shortages, and other selling expenses. Assists in maintaining proper inventory levels and shift audits. Assists new applicants with application process. Performs all duties with minimal supervision. Attends job-related meetings (may be required to work irregular hours). Performs other duties as assigned by the Store Manager. Working Conditions Perform approximately 95% of all work indoors, but will be required to work outside to clean parking lots, gas pumps, take out garbage, etc. Exposure to extreme cold temperatures while performing occasional work in a walk in cooler and/or freezer. Exposure to occasional noise. Work with a minimum direction and periodic supervision. Physical Functions Ability to stand and/or walk for up to 8 hours. Ability to occasionally lift and/or carry up to 30 pounds from ground to overhead up to 30 minutes of workday (i.e., assisting in stocking/maintaining inventory levels). Ability to occasionally lift and/or carry up to 60 pounds from ground to waist level (i.e., to replenish fountain syrups). Ability to push/pull with arms up to a force of 20 pounds (i.e., utilizing a hand-truck). Ability to bend at waist with some twisting up to one hour of workday. Ability to grasp, reach and manipulate objects with hands up to all day. (This handwork requires eye-hand coordination, and may require climbing a ladder to store and retrieve materials or place and remove signs). THE ABOVE STATEMENTS REFLECT THE GENERAL QUALIFICATIONS/DUTIES AND/OR RESPONSIBILITIES NECESSARY TO IDENTIFY THE JOB AND ARE NOT NECESSARILY INTENDED TO SET FORTH ALL OF THE SPECIFIC REQUIREMENTS OF THE JOB. NOTE: This Job Description may change periodically as required by business necessity, with or without advance notice to employees. Circle K is an Equal Opportunity Employer. The Company complies with the Americans with Disabilities Act (the ADA) and all state and local disability laws. Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the ADA and certain state or local laws as long as it does not impose an undue hardship on the Company. Please inform the Company's Human Resources Representative if you need assistance completing any forms or to otherwise participate in the application process. Click below to review information about our company's use of the federal E-Verify program to check work eligibility: In English In Spanish Circle K Stores, Inc. Valdosta GA

Customer Service Manager

Res-Care, Inc.