What does a Client Engagement Specialist do?
To me, a Client Engagement Specialist is like a friendly guide on a customer’s journey. It’s about more than just transactions; it’s building a connection, understanding individual needs, and being there to make their experience smooth and enjoyable. It’s the ability of turning customers into happy, satisfied customers by listening, offering support and answering any issues they are currently having and ensuring they feel valued every step of the way.
Describe a typical day
In a typical day, I spend my time helping customers by responding to their questions through emails or phone calls. Every now and then, I come across issues that need a bit more digging. I take these problems into my testing environment and try to figure out what’s going on. If I manage to replicate the issue, I pass it along to the development team so they can take a closer look. It’s all about making sure our customers have the best experience possible.
What did you do before joining CareForIT?
I joined CareFor (CareLineLive) driven by my passion for technology and customer engagement.
Coming from the building industry, where I’ve dealt with diverse customers, I found Carefor’s (and now CareLineLive’s) goal to revolutionise rostering software in the care industry appealing. The close-knit team and the prospect of making a positive impact aligned perfectly my values and skills. so I was eager to jump on board and work towards CareLineLive’s mission to shake up the industry
Best and worst parts of the job
The best part of the job is the variety each day brings . Dealing with new customer queries keeps things interesting, and I enjoy resolving issues and ensuring customers leave happy. Building relationships where customers know you by name and appreciate your efforts in resolving issues is always rewarding. I also enjoy doing on-site & remote training with customers as they always want to learn more about the software and they find the sessions helpful which is also rewarding.
The worst part of the job is when I can’t swiftly fix customer issues because they’re tied to software bugs. It’s frustrating because I want to help as I know this impacts the customer experience. However our development team are always quick to resolve minor bugs.
What do you enjoy most about working at CareLineLive?
Our incredible team – we’re like a tight-knit crew that just clicks. When there’s work to be done, we
come together, put our heads down, and tackle it as a team and always ready to lend a helping hand to one another.
What is something that people in home care have to deal with that you want to help fix?
I really want to help people shake off that tech anxiety and show them that becoming tech-savvy, including getting the hang of our rostering software, is totally doable and can boost their confidence, not just in tech but also in our software, which they can pass on to their colleagues. My main aim is to make sure they feel totally at home reaching out to us whenever they need a hand or have questions.
Surprising or a fun fact about you
Being a huge Formula 1 fan (Mclaren fan), I want to check off every track on my list from around
the world. So far I have been to Silverstone & Belgium.