Customer Resolutions Specialist

Company Description

About A Place for Mom:

A Place for Mom is the leading online resource connecting families searching for senior care with a team of expert advisors providing insight-driven, personalized solutions. As the nation’s largest senior care advisory service, A Place for Mom helps hundreds of thousands of families every year navigate the complexities of finding the right senior care solution for their loved ones across home care, independent living, memory care, assisted living, and more. Established in 2000 as a family business, A Place for Mom employees are deeply committed to the company mission to enable caregivers to make the best senior care decisions. A Place for Mom fosters, cultivates, and preserves a culture of diversity, equity, and inclusion.

Our employees live the company values every day:

• Mission Over Me: We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy.
• Do Hard Things: We are energized by solving challenging problems and see it as an opportunity to grow.
• Drive Outcomes as a Team: We each own the outcome but can only achieve it as a team.
• Win The Right Way: We see organizational integrity as the foundation for how we operate.
• Embrace Change: We innovate and constantly evolve.

Job Description

Based 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.

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.    

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

• 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.

Compensation:

• $25-$27 per hour. This role is full-time, hourly.
• Full benefits for full time employees which includes health, life, dental, vision, 401(k) company match, paid time off, etc.
• This is a hybrid position w/ 3 days in office and 2 days remote weekly

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Additional Information

All your information will be kept confidential according to EEO guidelines.

A Place for Mom uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.