Customer Resolutions Specialist
Customer Resolutions Specialist
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Salary Not Disclosed
1 Vacancy
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 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.
- Bachelors 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 Work :
No
Employment Type :
Full-time
Employment Type
Full-time
