Family Case Manager
Posted 4 days ago
You'll complete your application on Rockstar's career site.
About the Role
In this position, you will oversee around 100 ongoing cases from their inception upon contract signing through to their final closure. You will act as the primary contact for clients, engaging in both incoming and outgoing communications. It is crucial to approach interactions with empathy and understanding, guiding families through the intricate service procedures. Developing a strong sense of trust and connection with clients is a key aspect of your role, as you will arrange necessary services such as transportation, gather required documentation, schedule cremation services, and manage the return of ashes. You are expected to maintain detailed records in all relevant systems, utilizing platforms like HubSpot, Aircall, Slack, GSuite, and the internal case management software for context, workflow management, and resolving any issues that arise. Close collaboration with colleagues and external partners is also necessary to improve efficiency and ensure uninterrupted support for clients.
Requirements
- You should possess at least two years of experience in managing a caseload or similar client accounts involving end-to-end service coordination.
- Excellent written and verbal English communication abilities are necessary for clear and composed client interactions, primarily through phone and text.
- You must be able to manage more than 100 cases simultaneously while maintaining precise and comprehensive documentation.
- A proactive approach to ownership, a commitment to client experience, and the ability to develop creative solutions are essential.
- Proficiency with technology and exceptional organizational skills are required to efficiently navigate various platforms and prioritize daily tasks.
- A suitable home office environment is necessary.
- Fluency in Spanish is advantageous but not required.
Responsibilities
- You will manage and direct case workflows, ensuring meticulous attention and care for each case.
- Regularly communicate with families via calls and messages to provide updates and obtain necessary information.
- You will maintain thorough documentation across multiple systems, ensuring records of interactions and case progress are timely and accurate.
- Oversee the logistical elements of the service process by coordinating with external vendors and internal departments to guarantee seamless service delivery.
- Anticipate client needs, address urgent situations as they occur, and work with others on case escalations.
- Cultivate and sustain relationships to provide continuous support to families.
Benefits & Perks
- A competitive base salary with full bonus potential is offered, benchmarked globally.
- Paid time off and ten paid holidays are provided.
- Opportunities for continuous professional development through paid training are available.
- Measures are in place to prevent burnout, including regular check-ins and 1:1 meetings that mirror the opportunities provided to U.S. teams.
- This remote position offers comprehensive support and equal opportunities regardless of your location.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
Similar Jobs
AR Biller
eClerx
This position focuses on overseeing various billing procedures to maintain smooth operations. You will be in charge of daily, weekly, and monthly billing processes, which involves pulling precise information from ERP and CRM platforms to create and send out invoices according to agreed-upon terms. Your duties will include carefully checking sales orders and contracts to confirm they meet tax laws and contractual requirements. You will also perform account reconciliations, investigate any differences, and handle billing disputes, communicating effectively with customers and internal departments. A part of your role will involve contributing to ongoing improvement efforts by identifying opportunities for automation to increase workflow efficiency.
Associate Customer Success Partner
First Advantage
In this critical position, you will be instrumental in fostering continued revenue growth for a portfolio of enterprise clients. Your primary duties will involve overseeing client satisfaction and performance metrics, as well as coordinating with internal departments to guarantee the successful implementation of our solutions. You will act as the main liaison for more than ten client accounts, each representing substantial annual contract values. Your role will extend beyond client retention to actively seeking opportunities for expanding existing services and enhancing current programs. You will be expected to maintain a thorough understanding of our product suite and the broader market landscape, assisting clients in recognizing the value of our offerings through detailed presentations and reports. This position will empower you to devise strategies that boost both client satisfaction and service effectiveness, providing a comprehensive overview of each account's status and ensuring seamless communication between the organization and its clientele.
Senior Graphics Designer
C9
In this senior-level graphic design position, you will craft superior marketing collateral suitable for both digital distribution and print publication. Your duties will involve producing visuals for diverse channels including websites, email campaigns, social media platforms, and promotional materials, all while meticulously following brand standards. You are expected to devise and execute innovative concepts, ensuring all created assets are finalized for production and meet stringent quality benchmarks. Close teamwork with internal departments will be necessary to integrate feedback and adhere to project timelines, requiring you to manage numerous projects concurrently with precision and uniformity in all creative endeavors.