New Customer Support Specialist
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:
Required Skills and Competencies
Bachelor’s Degree preferred.
The position is an hourly, non-exempt position.