Care Solutions Associate

The Care Solutions Associate provides administrative support to the Care Solutions Team, helping keep client inquiries, team communication, and operational tasks organized and moving forward.

This part-time, entry-level role handles daily triage of shared email inboxes, voicemail queues, and service tickets, responding clearly using approved templates, documenting interactions in Salesforce, and ensuring complete follow-through.

Success is defined by timely, human responses, accurate hand-offs, and clear record-keeping so subsequent team members have full context. Though administrative in nature, this dependable follow-up provides essential support to families during stressful times.

This role is an individual contributor position, reporting to the Sales Manager.

This is a part-time, remote position requiring 19 hours per week. Hours will vary between 8:00 AM and 2:00 PM, Monday through Friday, with occasional evening and weekend hours as needed.

About you:

You are highly organized and comfortable triaging busy queues with clear prioritization. You write warmly and professionally while adhering to brand guidelines and established processes. You value high accuracy, taking time to verify details before submitting records, and know when to solve issues independently versus escalating to your manager. Adept at navigating multiple systems smoothly, you bring empathy and care to every client interaction.

To succeed in this role you will need:

• Warm, clear communication: You connect easily with clients and internal teams using thoughtful language and standard templates.
• Organized triage skills: You can comfortably navigate a high volume of emails, voicemails, and tickets, prioritizing urgent requests so nothing falls through the cracks.
• Meticulous attention to detail: You take pride in logging accurate notes, setting up leads, updating Fact Forms, and scheduling follow-up tasks in Salesforce.
• CRM experience: You are familiar with Salesforce (or a similar CRM) and know how to manage records, assign tasks, and follow established workflows.
• Sound judgment: You feel confident solving routine issues on your own and know exactly when to loop in Kellie or Felicia for guidance.
• Active listening: You can review voicemail messages, capture the key details quickly, and determine the next best step.
• Process consistency: You follow decision trees and standard operating procedures reliably to keep work smooth and predictable.
• Multi-system fluency: You easily switch between different systems and platforms.
• Client-first mindset: You recognize that timely and accurate support makes a meaningful difference for families navigating care options.

Primary Responsibilities

• Internal Process Support: Migrate legacy documents to current templates accurately; maintain clean documentation across Salesforce, shared inboxes, and ticketing systems; surface process friction and propose workflow improvements.
• Client Communication & Follow-Up: Triage and respond to client emails in shared inboxes; draft suggested templates for recurring request types; log correspondence and assign follow-up tasks in Salesforce; monitor booked appointments and escalate out-of-scope requests promptly.
• Voicemail & Ticket Handling: Transcribe voicemails accurately and triage inquiries; create new Salesforce leads or route non-inquiries to local teams with full context; handle Freshservice tickets, update client records, and tag managers for complex decisions or exceptions.

Education/Experience Requirements

• High school diploma or equivalent
• 1+ years in an administrative, customer service, or coordination role (strong writing and organization can substitute for direct experience).
• Experience with Salesforce or another CRM platform preferred.
• Proficiency in Google Workspace (Gmail, Docs, Sheets, Drive).
• Familiarity with shared inboxes, and ticketing software (Freshservice, Zendesk) is a plus.