Customer Experience Supervisor

HomeWell Care Services Delaware

Job Title: Customer Experience Supervisor
Location: Georgetown & Smyrna, Delaware (In-Person, Multi-Site)
Schedule: Full-Time (Monday–Friday | 8:30 AM – 5:00 PM, with rotational coverage)

Be the Culture Keeper Who Transforms Every Call into a Moment of Trust.

At HomeWell Care Services Delaware, we believe no one should feel overlooked—especially not our clients or caregivers.

We are hiring a Customer Experience Supervisor to lead our Scheduling Coordinator team and set the gold standard for how we communicate, solve problems, and serve with compassion. This is not a call center manager role—it’s a culture keeper role.

If you're someone who believes empathy and accountability go hand in hand… who finds joy in turning a frustrated call into a grateful one… and who knows that internal service is just as important as external service—this might be your next calling.

Why Join Us?

• Mission-Driven Culture – Live out our values of equity, empathy, and community-rooted care.

• Competitive Pay & Benefits: Compensation commensurate with experience benefits package.

• Multi-Site Leadership – Influence and coach teams across both Georgetown and Smyrna locations.

• High-Impact Work – Improve the lives of clients, families, and caregivers every single day.

• Professional Growth – Develop coaching and supervisory skills that truly make a difference.

Your Role as a Customer Experience Supervisor

In this role, you’ll lead our Scheduling Coordinators and oversee the tone, professionalism, and consistency of our communications with clients, caregivers, and internal teams.

Key Responsibilities Include:

• Coaching and supervising Scheduling Coordinators across multiple offices.

• Responding to escalated client and caregiver issues with urgency and empathy.

• Tracking service quality metrics (e.g., resolution time, professionalism trends).

• Creating SOPs and coaching guides for high-volume call scenarios.

• Promoting values-driven communication across all levels of the scheduling team.

What Success Looks Like

• Clients and caregivers feel heard, supported, and respected.

• Service complaints decrease while consistency and trust increase.

• Scheduling Coordinators grow in professionalism, empathy, and resolution skills.

• Internal culture shifts from reactive to reliable and values-aligned.

Qualifications & Requirements

• 2–4 years in a supervisory or team lead role, preferably in healthcare, customer service, or call center environments.

• Proven experience coaching teams on tone, professionalism, and service resolution.

• High emotional intelligence, conflict resolution skills, and operational awareness.

• Strong written and verbal communication with the ability to lead across multiple locations.

• Reliable transportation and ability to rotate between Georgetown and Smyrna offices.

Join a Mission Bigger Than a Job Title

At HomeWell, we are grounded in the belief that to whom much is given, much is required. Our mission and values aren’t slogans—they’re standards. We’re looking for someone who embodies them, lives them, and helps others do the same.

HomeWell Care Services is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage qualified applicants of all backgrounds to apply.

Keywords:
Customer Experience Supervisor | Scheduling Supervisor | Healthcare Scheduling Manager | Care Coordination Lead | Home Health Customer Service | Client Relations Manager | Caregiver Support Supervisor | Call Center Supervisor | Healthcare Customer Service | Multi-Site Operations Manager | Internal Customer Service | Client Escalation Specialist | Home Care Scheduling | Empathy Coach | Healthcare Team Lead | Service Recovery Specialist | Care Team Supervisor | In-Home Care Operations | Client Satisfaction Supervisor | Home Health Service Quality