Client Success Specialist - Homecare

Job Title: Client Success Specialist – Home Care

Who We Are

Always Best Care Senior Services – Dallas, TX is a private-pay home care agency that has proudly served the Dallas–Fort Worth metroplex for 17 years. We are committed to providing high-quality, reliable, and compassionate in-home care while delivering exceptional customer service to our clients and their families. Our team works collaboratively to ensure continuity of care, caregiver excellence, and client satisfaction at every stage of service. We strive to set the standard for home care in the metroplex through professionalism, accountability, and a client-first approach.

Position Overview

The Client Success Specialist is responsible for maintaining exceptional client and family satisfaction throughout the lifecycle of care. This role serves as a primary point of contact for clients and their families, particularly during the initial start of services and periods of change, with ongoing communication maintained throughout the duration of care as needed. As a private-pay home care agency, we pride ourselves on delivering immaculate customer service, and this role is essential in ensuring that client expectations are met, concerns are addressed promptly, and care relationships are retained long-term.

The Client Success Specialist works closely with the Caregiver Support Coordinator and Marketing team to ensure care delivery aligns with client expectations and that services evolve as client needs change.

Key Responsibilities

Client & Family Communication

• Serve as a primary point of contact for clients and families following the start of care

• Conduct proactive outreach to clients and families to assess satisfaction and identify needs

• Maintain frequent communication during the early stages of care to ensure a smooth transition

• Provide ongoing support to families who request frequent updates, including daily communication when required

Client Satisfaction & Retention

• Address client and family concerns, complaints, and service issues in a professional, timely, and solution-oriented manner

• Collaborate internally to resolve issues related to caregiver performance, care expectations, or service delivery

• Work to retain clients by ensuring care plans, caregiver assignments, and service levels align with client expectations

• Identify opportunities to enhance services, including increases in hours or additional care needs

Care Coordination & Service Adjustments

• Communicate client requests for increased service hours, schedule changes, or special care instructions to appropriate teams

• Ensure caregiver instructions and client preferences are clearly documented and followed

• Partner with the Caregiver Support Coordinator to support caregiver alignment with client expectations

• Relay relevant client feedback and care updates to internal stakeholders

Collaboration & Reporting

• Work closely with the Marketing team to support new client onboarding and relationship building

• Maintain accurate documentation of client communications, concerns, and resolutions

• Identify trends in client feedback to support continuous improvement efforts

Schedule & Availability

• Monday–Friday, standard business hours

• Flexibility may be required based on client needs and service demands

Qualifications

• Previous experience in client success, client relations, customer service, or care coordination preferred

• Experience in home care, healthcare, or private-pay services strongly preferred

• Strong verbal and written communication skills, including the ability to navigate complex or sensitive conversations

• High emotional intelligence and ability to manage detailed and sometimes demanding client interactions

• Strong problem-solving and conflict-resolution skills

• Ability to work collaboratively across departments

Salary

$48,000 - $50,000 annually