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 .