Note: The job is a remote job and is open to candidates in USA. A Place for Mom is the leading platform guiding families through every stage of the aging journey, dedicated to providing personalized attention for their associates. They are seeking a Home Care Customer Retention Specialist to manage inbound customer inquiries, resolve concerns, and work towards retaining customers who are considering cancellation of services.
Responsibilities
- Receives & makes calls regarding canceling customers and is responsible for resolving concerns and retaining the customer’s business. Provides immediate follow-up on customer complaints/concerns setting proper expectations and next steps for the customer
- Working through our database of cancelled customers to win them back
- Handle escalated customer issues requiring extensive problem solving to ensure both a close loop customer experience and learning opportunities for A Place for Mom
- Uses training to retain and re-establish customers
- Notifies customer and designated personnel of findings, adjustments, and recommendations such as refund of money, credit of customer’s account, or adjustment of customer’s bill
- Update and maintain customer databases with accurate customer information and timely data entry
- Positively represents the A Place for Mom brand in all written and oral communications and correspondence
Skills
- High school diploma or general education degree (GED); or up to one-year related experience and/or training, or an equivalent combination of education and experience
- At least 1 year of sales or 2 years customer care experience
- Ability to build customer relationships and provide customer service
- Knowledge and ability to cope with and resolve escalated customer service issues
- Conflict resolution skills
- Knowledge of company products and services
- Attention to detail and accuracy
- Written and verbal communication skills
- Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
- Mathematical skill to calculate figures and amounts such as discounts, commissions, proportions, percentages, area and volume
- Time management skills, including punctuality for on-time attendance
- Ability to prioritize, organize, and perform multiple tasks
- Previous experience with retention or winback preferred
Benefits
- 401(k) plus match
- Dental Insurance
- Health Insurance
- Vision Insurance
- Paid Time Off
Company Overview
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