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Customer Resolution Specialist

A Place for Mom

This is a Contract position in Conway, SC posted May 12, 2022.

Overview: Join our growing teamA career with A Place for Mom is an opportunity for you to join a rapidly expanding company committed to making a difference for seniors and their families.

A Place for Mom is an online platform connecting families searching for senior care services with a team of experienced advisors providing in sight-driven and personalized solutions.

Our mission, as the leader in senior care advisory, is to be a trusted destination for families and our community customers.

We are a quickly growing organization with over 300 advisors connecting more than 300K families every year to one of our community customers.

Living by our values and working to achieve excellence on behalf of our customers is integral to success at A Place for Mom.

Employees who thrive at A Place for Mom live our values every day and are an important part of our hiring practices:Focus on ExcellenceAct with Integrity & Assume Positive IntentDrive Outcomes Every Day with Passion and A Sense of MissionMake the Lives of our Families and Customers Better, Easier and More SuccessfulRealize the Full Potential in Each Team Member.

Work as a Single Supportive TeamA Place for Mom employees over 850 people nationwide with plans to continue to expand into the future.

We currently have offices located in Seattle, New York, and Naples and will soon be opening our office in Kansas City.

We offer competitive compensation and benefit packages along with Paid time off, paid holidays and 401K with a match.

We are committed to our employees career development growth and promotion within the organization.

If you are a results oriented, passionate and collaborative team player looking for a company with a bright future we would love to talk to you.

THE POSITIONBased in Overland Park, The Customer Resolutions Specialist is responsible for providing superior customer support to senior living providers in the US & Canada who are A Place for Mom customers.

As the final escalation point for customer concerns, the Customer Resolutions Specialist plays a key role in helping A Place for Mom grow and maintain a strong and healthy portfolio of customer communities through their ability to provide excellent customer service and support while researching and resolving billing, invoicing, and other contract related concerns.

As a Customer Resolutions Specialist you will communicate with external customers to understand their concerns, research, and then problem-solve those concerns while adhering to our company values.

This position will have a hybrid schedule (three days in Overland Park office and two days remote).

Who you are:The ideal candidate demonstrates extraordinary customer service skills both over the phone and in writing, thrives in a fast paced environment, pays attention to details while conducting thorough research, and is highly organized.

Responsibilities: What you will do: Provide excellent customer service while working with community customers to resolve billing, invoicing, and other customer concerns.Handle all aspects of the dispute cycle including investigation, processing, and resolution.Answer contract related questions from customers.Contact customers for information regarding state licensing violations and family complaints when requested by the legal team.Process necessary invoice adjustments in financial and CRM systems.Document all activities and tasks related to customer concerns in the CRM system.Prepare and send clear and detailed written correspondence to customers following phone conversations regarding the resolution of their concern.

Qualifications: Required Skills and Competencies:Professional and respectful communication skills with customers, including C-Level executives, via phone and email.Strong organizational and prioritization skills with the ability to set priorities, meet deadlines, and manage multiple projects effectively in a fast paced environment.Highly efficient and able to effectively self-manage their time in a fast pace environment.Ability to research and resolve issues with strong attention to detail and creative problem solving skills.Ability to review facts and documents and then make fair and consistent decisions.Ability to exercise sound discretion and make sound independent decisions, within general policy, procedural and legal guidelines.Ability to understand, explain and apply applicable laws, codes, regulations, and standards.Detailed and meticulous record keeping skills.Strong computer skills necessary, including Microsoft and Google suites.Bachelor’s degree preferred.

Account ManagmentFinanceCustomer ServiceLI-NL1