Virtual Client Care Specialist/Program Assistant Hybrid Role

About the Organization
Rehabilitation of the Heart is a passionate non-profit dedicated to providing educational support to underserved communities, offering mental health services, advocating for environmental change. We rely on empathetic and highly organized specialists to ensure every client receives exceptional support. We are looking for a dedicated Client Care Specialist to be the frontline voice and data steward for our organization.

Position Summary
The Client Care Specialist is a mission-critical role responsible for managing all client interactions and maintaining the integrity of our client data. This position requires an individual who is comfortable with frequent, high-volume phone communication and is proficient in managing client records within a CRM, specifically HubSpot.

Key Responsibilities
???? Client Communication & Engagement
Serve as the primary voice for the organization, handling a high volume of client inquiries, requests, and concerns primarily via phone calls.

Provide clear, accurate, and compassionate information about our programs, services, and eligibility.

Resolve client issues or conflicts efficiently and professionally, ensuring a positive client experience.

Conduct follow-up phone calls to clients regarding service updates, scheduling, or documentation needs.

???? HubSpot Data Management
Be the organizational expert and primary user of our HubSpot CRM system for all client care functions.

Accurately and diligently log every client interaction, call, email, and service milestone within HubSpot.

Manage client records, update contact information, and ensure data integrity to support organizational reporting and service continuity.

Generate basic reports from HubSpot to track service volume and client satisfaction metrics.

????? Operational Requirements
Work a consistent Monday to Friday schedule from 10:00 AM to 6:00 PM Eastern Standard Time (EST).

Maintain strict confidentiality and adhere to all organizational data privacy and ethical guidelines.

Be available for urgent phone calls from Management via WhatsApp for critical operational needs or check-ins.

Required Qualifications
Language Proficiency: Must be proficient and fluent in English, both written and spoken.

Telephone Skills: Proven comfort and effectiveness in conducting frequent, professional, and empathetic communication over the phone.

CRM Expertise: Demonstrated experience and proficiency using a Client Relationship Management (CRM) system, with direct experience using HubSpot strongly preferred.

Availability: Must be able to maintain the specified 10:00 AM – 6:00 PM EST work hours.

Management Communication: Must be available for phone calls from Management via WhatsApp as needed.