Overview

Kivora Caregivers is seeking a personable, organized, and results-driven Office Administrator & Client Services Coordinator to be the first point of contact for prospective clients and their families.

The successful candidate will be responsible for answering incoming telephone calls, responding to inquiries, following up with leads, converting prospective clients into active clients, conducting initial in-home assessments, and promoting Kivora Caregivers' services within the Calgary community.

This role combines customer service, sales, client intake, assessment, and community marketing. The ideal candidate should be comfortable speaking with seniors, families, healthcare professionals, and referral partners and should have strong communication and relationship-building skills.

Responsibilities

- Telephone & Client Inquiries

- Answer incoming telephone calls professionally and promptly.
- Respond to inquiries from prospective clients, families, referral partners, and existing clients.
- Provide accurate information about Kivora Caregivers' services, availability, rates, and processes.
- Identify the needs of prospective clients and determine appropriate next steps.
- Record all inquiries and client interactions accurately in the company's CRM system.

2. Lead Follow-Up & Sales
- Follow up promptly with leads generated through Facebook, Google, website inquiries, referrals, telephone calls, and other marketing channels.
- Contact prospective clients by telephone, text, email, and other approved communication methods.
- Build rapport with prospective clients and families and understand their care needs.
- Explain Kivora Caregivers' services and value proposition.
- Schedule consultations and initial home assessments.
- Maintain consistent follow-up with leads until they convert, decline services, or become inactive.
- Overcome common objections and address questions regarding home care services.
- Convert qualified leads into paying clients and help achieve monthly client acquisition targets.
- Maintain accurate lead status and follow-up notes in the CRM.

3. Initial Home Assessments
- Conduct initial in-home assessments with prospective clients and/or their families.
- Gather information about the client's care needs, routines, preferences, safety considerations, and desired services.
- Identify appropriate Kivora Caregivers services based on the client's needs.
- Explain service options, care processes, rates, agreements, and next steps.
- Build trust and confidence with clients and their families.
- Prepare and submit assessment information and recommendations to management.
- Coordinate the transition from assessment to service commencement.

4. Marketing & Community Outreach




- Promote Kivora Caregivers' services within Calgary and surrounding communities.
- Develop and maintain relationships with potential referral sources, including healthcare professionals, community organizations, seniors' organizations, social workers, discharge planners, and other relevant partners.
- Attend community events, networking opportunities, seniors' events, and other promotional activities.
- Distribute approved marketing materials and represent Kivora Caregivers professionally.
- Identify opportunities for partnerships and referral relationships.
- Follow up with referral partners and prospective sources of business.
- Provide feedback to management regarding market trends, client needs, competitors, and marketing opportunities.

5. Client Onboarding & Coordination
- Assist recent clients and families with the onboarding process.
- Ensure that the required client information and documentation are collected.
- Coordinate with the care team to facilitate a smooth start of services.
- Follow up with new clients after services begin to ensure satisfaction.
- Identify opportunities for additional services when appropriate.

6. CRM & Administrative Responsibilities
- Maintain accurate and up-to-date client and lead records.
- Document telephone calls, assessments, follow-ups, referrals, and outcomes.
- Track leads through the sales pipeline.
- Prepare basic reports on leads, assessments, conversions, and outreach activities.
- Ensure all client information is handled confidentially and in accordance with company policies and applicable privacy requirements.

Qualifications & Requirements
- Minimum 2 years of experience in sales, customer service, healthcare, home care, business development, client intake, or a related field.
- Excellent verbal and written communication skills.
- Strong telephone etiquette and interpersonal skills.
- Demonstrated ability to build rapport and establish trust quickly.
- Strong sales and lead-conversion skills.
- Comfortable asking questions, identifying client needs, and recommending appropriate services.
- Excellent organizational and follow-up skills.
- Ability to work independently and manage multiple leads and priorities.
- Comfortable using CRM systems, email, Microsoft Office, and other business software.




- Valid driver's licence and reliable transportation for conducting in-home assessments and community outreach.
- Ability to travel throughout Calgary and surrounding communities.
- Experience in home care, healthcare, seniors' services, or community services is an asset.

Preferred Skills The ideal candidate will have:
- Experience selling healthcare or home care services.
- Knowledge of Calgary's healthcare and community service environment.
- Knowledge of programs and organizations such as Alberta Health Services (AHS), Alberta Blue Cross, FSCD, PDD, and other home and community care programs.
- Experience conducting client intake or home assessments.
- Experience with CRM systems and lead-management processes.
- Existing relationships with healthcare or community referral sources.
- A strong understanding of sales funnels and lead conversion.
- A professional, compassionate, and client-focused approach.

Key Performance Indicators (KPIs)

The successful candidate will be measured on:

- Number of incoming calls and inquiries handled.
- Speed and consistency of lead follow-up.
- Number of qualified assessments scheduled.
- Number of initial home assessments completed.
- Lead-to-client conversion rate.
- Number of new clients acquired.
- Revenue generated from converted leads.
- Number of community outreach activities completed.
- Number and quality of referral relationships developed.
- Client satisfaction and onboarding experience.
- Accuracy and completeness of CRM documentation.

Personal Attributes

We are looking for someone who is:

- Warm and compassionate – able to connect naturally with seniors and families.
- Confident – comfortable discussing services, fees, and closing opportunities.
- Persuasive but professional – able to sell without being pushy.
- Highly responsive – understands that timely follow-up can determine whether a lead becomes a client.
- Organized and accountable – follows through on commitments.
- Results-oriented – motivated by achieving client acquisition and revenue targets.
- Professional – represents Kivora Caregivers positively in the community.
- Flexible – comfortable balancing office-based telephone work with field-based assessments and marketing.

Compensation

Compensation: $16 per hour

Additional compensation: 4% commission on every new client

Working Environment

This is a hybrid client-facing and field-based position. The successful candidate will spend time answering calls and following up with leads, as well as travelling throughout Calgary and surrounding communities to conduct initial home assessments and community outreach.

Pay: $16.00 per hour

Work Location: Hybrid remote in Calgary, AB

📌 Office Administrator & Client Services Coordinator (Calgary)
🏢 Kivora Caregivers
📍 Calgary