Client Care Representative

Envoy America is seeking a thoughtful, service-oriented, and creative Client Care Representative to join the team. This individual will serve as a primary point of contact for both corporate and private clients, current and prospective alike. They will also support dispatch-related efforts as needed, which will necessitate engagement with our Companion Drivers. This role emphasizes exceptional customer support while maintaining operational proficiency in dispatch coordination to ensure trips are covered and executed smoothly.

Why Envoy America?

At Envoy America, our drivers don’t just transport patients and residents -- they provide care, companionship, and peace of mind, treating every individual like family. Our work has been recognized with the Dementia SMART award, and we proudly serve organizations across 30 states and 300+ cities, redefining how transportation supports healthcare and senior living operations.

Key Responsibilities

• Serve as a primary point of contact for both corporate and private clients, current and prospective alike.
• Answer questions related to trip scheduling, status updates, billing inquiries, service guidelines, and general program information.
• Resolve customer concerns, complaints, and service disruptions with a calm, solutions-oriented approach.
• Act as a liaison between customers and drivers to ensure clear communication and expectations.
• Build and maintain positive, professional relationships with Companion Drivers.
• Proactively identify and resolve coverage gaps by sourcing available drivers as needed. This includes support with same-day trip changes, cancellations, and urgent coverage needs.
• Accurately input and/or update trip details, notes, and outcomes in internal systems.
• Follow established procedures for incident reporting, service recovery, and compliance.
• Contribute to continuous improvement efforts by identifying recurring issues and process gaps.

Qualifications

• 2+ years of professional experience in a customer care role.
• Strong customer service skills, including excellent verbal and written communication skills. This includes empathy and patience when working with older adults, their families, and healthcare professionals.
• Ability to multitask and remain calm in fast-paced, time-sensitive situations.
• High attention to detail and strong organizational skills.

Compensation & Benefits

• Hourly rate of $21 per hour.
• Fortune 100–level benefits including medical, dental, equity participation, and comprehensive well-being programs.

Envoy America is proud to be an Equal Opportunity Employer dedicated to serving our senior community and individuals in need of quality, reliable care and transportation. We value diversity and are committed to fostering an inclusive environment where every team member is respected and supported.

All employment decisions are made based on qualifications, merit, and business needs—without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected characteristic as defined by applicable laws.

We believe a diverse workforce strengthens our ability to provide compassionate, dignified, and dependable care to the people and communities we serve.