A Place for Mom

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Support Specialist

Support Specialist

Job ID 
2017-2697
# of Openings  
1
Job Location(s) 
US-WA-Seattle
Category 
Customer Service/Support

More information about this job

Overview

The Operations Support Center has a Tier Two level of leadership to help support front-line agents, execute complex processes, and assist the management team.  Those at the Tier Two level have the title of “Support Specialist” and actively take part in helping manage and support the Operations Support Center.  Likewise, they are being mentored and coached to grow as leaders within our company. The Support Specialist position is a work from home position. Communication will greatly rely on email and Slack chat platform.

Responsibilities

  • Providing Help Line Coverage and Support
    • Answer questions from Senior Resource Coordinators (SRCs)
    • Ensure proper queue coverage by communicating with team and Supervisor when unavailable to be in queue
    • Answer escalated customer calls
  • Being present for job assistance
    • Be present and available for questions
    • Identify and communicate trends and quickly notify leadership of potential issues
    • Help with questions and address SRC concerns
  • Maintain the ticketing system (ZenDesk) queue
    • Provide coaching opportunities to Supervisors and SRCs accordingly
    • Handle lead transfer requests that come through via the TransferLead alias
    • Handle and respond to queue voicemails as they are received
    • Monitor email inbox responses and unsubscribe requests from customers that are sent through Garden, Customer Care, and Newsletter
    • Create and handle leads received overnight via TurnerTV
    • Manage any additional FollowUp requests received from SRCs via the CCFollowUp alias
  • Maintain Coverage on additional box and project duties
    • AllScripts and Professional Queue requests by creating leads and performing initial calls
    • Properly handle new requests for previously unqualified leads that are received via the Transitions process
  • Attend meetings
    • Accompany or attend meetings when asked, present customer related trends, concerns, system issues, etc.
    • Actively participate in team discussions and provide insights
  • E-Books & Family Mailings
    • Handle mailing requests to customers sent by our Senior Living Advisors (SLAs)
  • Project and Pilot Assistance
    • Assist in any new projects and pilots
    • Bring feedback and suggestions which will contribute to overall success of the project

Qualifications

  • Ability to quickly learn and adapt in a constantly changing environment
  • Solid communication skills both verbal and written
  • Strong interpersonal skills with families, partner communities, and staff
  • Superior organization, prioritization, and self-motivation skills
  • Ability to interact effectively as a member of a team and work collaboratively with other departments
  • Ability to listen to, understand, and respond positively to SRC or escalated family requests
  • Capability to work effectively, diligently, and remain on task with minimal supervision