A Place for Mom is hiring a
Customer Resolutions Specialist

Summary

Join A Place for Mom as a Customer Resolutions Specialist to provide superior customer support to senior living providers in the US & Canada. As the final escalation point for customer concerns, you will communicate with external customers to understand their concerns, research, and then problem-solve those concerns while adhering to our company values.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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