OvernightStaffingSupportSpecialist

NeoWork is a global outsourcing partner that connects businesses with dedicated remote professionals. We believe in building long-term careers for our team members while delivering exceptional, human-centered service for our clients. This role sits at the heart of that mission supporting a fast-growing homecare client where compassion, calm, and quick thinking matter most. ### Role Overview As an Overnight Staffing Support Specialist, you will serve as the primary point of contact for a US-based homecare agency during overnight hours. You will handle inbound calls from caregivers and clients, troubleshoot real-time issues, coordinate caregiver scheduling, and document each interaction clearly for the daytime team. _This is a high-empathy, high-stakes support role. Callers may be stressed, scared, or frustrated — your ability to stay calm, listen actively, and take swift action makes a real difference in people's lives._ ### Key Responsibilities • Answer and manage inbound calls from caregivers and clients during overnight hours, providing responsive and professional support. • De-escalate emotionally charged situations with empathy and composure, ensuring callers feel heard and supported. • Problem-solve in real time — assess each situation, identify the right course of action, and follow through. • Coordinate caregiver staffing to fill open or vacated shifts, matching availability with client needs efficiently. • Maintain thorough, clear written logs of every call and action taken, giving the daytime team full context to continue seamlessly. • Escalate complex or urgent situations appropriately, following established protocols. • Build familiarity with client care plans, caregiver profiles, and agency workflows over time. • Confident, professional communicator over the phone clear, calm, and easy to understand. • Demonstrated ability to de-escalate tense situations and lead interactions with empathy and patience. • Strong written English, able to write accurate, co