A Place for Mom

  • New Customer Support Specialist

    Job Location(s) US | US-MI | US-GA-Atlanta | US-KS-Kansas City | US
    Job ID
    2019-3802
    # of Openings
    1
    Category
    Hidden (37928)
  • Overview

    New Customer Support Specialist

    Job Description

     

    The New Customer Support Specialist will work with Senior Living Communities that are new customers with A Place for Mom “APFM”.  This position plays a pivotal role by providing initial training, onboarding process management, delivery of superior client service, and setting the service expectations with newly signed communities. The New Customer Support Specialist will manage a portfolio of diverse providers and is the first touch point after their initial sign-up, making this role critical to developing long-term customer success and demonstrating the value of working with APFM.  Each New Customer Support Specialist is responsible for a specific set of customers. To ensure success, the New Customer Support Specialist will provide education about our processes and best practices, build a strong rapport with new customers, answer questions, and personally assist with setting up their account.  The New Customer Support Specialist will work closely with multiple teams at APFM, including Regional Managers and Senior Living Advisors, as they are a liaison between newly signed communities and the Senior Living Advisors.  New Customer Support Specialists are responsible for ensuring Senior Living Advisors have the necessary information to refer appropriate families to their community.  The New Customer Support Specialist will also utilize the resources of the Customer Acquisition Manager who signs on the community to understand the needs of the newly partnered community and any specific strategies necessary for success. Success is measured by adherence to and full adoption of APFM values in all areas of the job.  The APFM Values are:

    • Focus on excellence
    • Act with integrity and assume positive intent
    • Drive outcomes every day with passion and a sense of mission
    • Make the lives of our families and customers better, easier, and more successful

    Responsibilities

    Key Responsibilities

    • Continually develop relationships with new customers and foster success.
    • Assist new customers by quickly identifying potential issues and solving them appropriately to ensure the best possible experience during the onboarding period.
    • Collaborate with other teams to ensure a smooth hand off at the beginning and end of the onboarding process.
    • Provide pre-scheduled 24 Hour onboarding meetings with each new customer to establish the expectations of the customer relationship and to initiate the set-up process.
    • Assist with the organization and delivery of appropriate orientation webinars, ensuring customers understand our processes and best practices to effectively work and convert our leads. 
    • Follow-up with new customers at regular intervals to ensure their continuation of partnership.
    • Promote the adoption and consistent use of free proprietary tools available to customers.
    • Keeps in excellent communication with Senior Manager, Customer Service & Acquisitions and prepares reports of weekly accomplishments.
    • This is a work from home position.
    • Other duties as assigned.

    Qualifications

    Required Skills and Competencies

    • Minimum of 2-3 years of experience in customer care.
    • Previous experience at A Place for Mom or experience in senior living preferred.
    • A personal sense of urgency and capacity to creatively overcome obstacles.
    • A high level of enthusiasm for establishing and building relationships.
    • Ability to prioritize multiple responsibilities/projects, while meeting or exceeding expectations.
    • Appropriately, professionally, and respectfully communicate with executives via phone and email.
    • Highly organized.
    • Able to properly and accurately enter data into CRM tools.
    • Microsoft Office Suite, including Excel and PowerPoint.

     

    Education Requirements

    Bachelor’s Degree preferred. 

     

    Compensation

    The position is an hourly, non-exempt position.

     

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