Customer Service Coordinator

Title: Customer Service Coordinator

Location: Concord, CA

Job Description:

WHO WE ARE:

24 Hour Home Care is a trusted in-home care company committed to making a positive impact in people's lives every day. For more than 15 years, it has delivered high-quality and personalized caregiving services to people of all ages and individuals with developmental and intellectual disabilities. Today, it provides caregiving services to more than 16,000 clients and employs more than 16,000 caregivers. By putting people first, striving for excellence, and investing in purposeful innovation, 24 Hour Home Care redefines what it means to care. Learn more at www.24hrcares.com.  

At Team 24, we’re driven by one purpose — to make a real difference in the lives of our clients and families. Watch this short video to see the heart behind our work and the impact our teams create every day.

 

WHO YOU ARE:

You are a passionate and performance-driven team player, eager to take on a key role in our company’s growth. You embody Team 24’s Care & Compete Principles and Competencies: 

 

In the spirit of Own(ing) It With Courage, we encourage you to check out our Glassdoor Page to learn more about 24 Hour Home Care and to leave a review about your experience: 24 Hour Home Care: Glassdoor Page

Sound interesting? Read on for more details! 

THE ROLE:

The Customer Service Coordinator supports Disability Services operations by managing inbound communications, resolving inquiries, and ensuring consumers and providers receive timely, accurate support. This role oversees phone, email, and system-based tasks, collaborating closely with internal teams to deliver a smooth, responsive experience for all stakeholders. The Customer Service Coordinator plays a key part in maintaining documentation accuracy, supporting compliance, and driving operational efficiency across assigned service lines.

Primary Responsibilities

• Manage inbound phone and email communications, responding promptly to inquiries from consumers, providers, and Regional Center partners.

• Assign and track support tasks, ensuring timely resolution and communication across team members.

• Maintain and update consumer and provider records in case management systems and shared databases.

• Coordinate documentation and prepare required materials for ongoing service delivery.

• Assist with billing, payroll, and enrollment issue resolution in collaboration with cross-functional teams.

• Support quality assurance by monitoring and maintaining accurate data, reports, and system entries.

• Identify and escalate urgent or complex issues to appropriate team leads or management.

• Contribute to outbound communication projects, process improvement initiatives, and special projects as assigned.

• Ensure compliance with HIPAA, Regional Center, and company documentation standards.

This is a hybrid position, coming into the Concord office 1x per week. 

 

WHAT YOU BRING TO THE TABLE:

 

Skills

• Excellent written and verbal communication skills, with the ability to engage professionally and empathetically

• Strong organizational and multitasking abilities in a fast-paced environment

• Proficiency in Microsoft Office (Word, Excel, Outlook) and ability to learn internal systems quickly

• Detail-oriented with strong problem-solving and analytical capabilities

• Effective time management and prioritization under tight deadlines

• Collaborative and service-focused approach with adaptability to changing needs

Qualifications

• Spanish fluency is required 

• Customer service or client-facing experience (1–2 years preferred)

• Familiarity with Regional Center systems or developmental disability services preferred

 

WHAT WE BRING TO THE TABLE:

 

 

24 Hour Home Care is an Equal Opportunity Employer that is proud of its culture of diversity and inclusion.  Individuals seeking employment are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.  Additionally, 24 Hour Home Care will consider qualified candidates with criminal histories in a manner consistent with the law.

Qualified applicants with criminal history will be considered for employment in accordance with California Fair Chance Act and the Los Angeles County Fair Chance Ordinance for Employers, ensuring individuals with criminal history have fair and equitable access to opportunities for gainful employment in the unincorporated areas of LA County. 

Upon review, should criminal history have a direct, adverse, and negative relationship, 24 Hour Home Care will conduct an Individualized Assessment and provide a Preliminary Notice of Adverse Action; specifying the laws or regulations that impose such restrictions.  At which point, 24 Hour Home Care will review the prospective hire’s written response and mitigating circumstances before making a final decision. Should withdrawal of a conditional offer of employment be determined, 24 Hour Home Care will provide a copy of the Second Individualized Assessment.

For California applicants: by applying for this position, you acknowledge and consent to the collection, use, and disclosure of your personal information in accordance with our privacy policy and the California Consumer Privacy Act (CCPA).

The expected California Pay Range for this position:

$21 - $23.63 USD