at Homewell Care Services in Georgetown, Delaware, United States
Job Description
Location: Georgetown & Smyrna, Delaware (In-Person, Multi-Site)
Schedule: Full-Time (Monday–Friday | 8:30 AM – 5:00 PM, with rotational coverage)
Be the Culture Keeper Who Transforms Every Call into a Moment of Trust.
At HomeWell Care Services Delaware, we believe no one should feel overlooked—especially not our clients or caregivers.
We are hiring a Customer Experience Supervisor to lead our Scheduling Coordinator team and set the gold standard for how we communicate, solve problems, and serve with compassion. This is not a call center manager role—it’s a culture keeper role.
If you're someone who believes empathy and accountability go hand in hand… who finds joy in turning a frustrated call into a grateful one… and who knows that internal service is just as important as external service—this might be your next calling.
Why Join Us?
- Mission-Driven Culture – Live out our values of equity, empathy, and community-rooted care.
- Competitive Pay & Benefits: Compensation commensurate with experience + benefits package.
- Multi-Site Leadership – Influence and coach teams across both Georgetown and Smyrna locations.
- High-Impact Work – Improve the lives of clients, families, and caregivers every single day.
- Professional Growth – Develop coaching and supervisory skills that truly make a difference.
Your Role as a Customer Experience Supervisor
In this role, you’ll lead our Scheduling Coordinators and oversee the tone, professionalism, and consistency of our communications with clients, caregivers, and internal teams.
Key Responsibilities Include:
- Coaching and supervising Scheduling Coordinators across multiple offices.
- Responding to escalated client and caregiver issues with urgency and empathy.
- Tracking service quality metrics (e.g., resolution time, professionalism trends).
- Creating SOPs and coaching guides for high-volume call scenarios.
- Promoting values-driven communication across all levels of the scheduling team.
What Success Looks Like
- Clients and caregivers feel heard, supported, and respected.
- Service complaints decrease while consistency and trust increase.
- Scheduling Coordinators grow in professionalism, empathy, and resolution skills.
- Internal culture shifts from reactive to reliable and values-aligned.
