A Place for Mom

  • Customer Resolutions Specialist

    Job Location(s) US-WA-Seattle | US-GA-Atlanta | US-MI | US | US-MO-St. Louis | US-KS-Kansas City | US
    Job ID
    2019-3807
    # of Openings
    2
    Category
    Hidden (37928)
  • Overview

    Customer Resolutions Specialist

    Job Description

     

    The Customer Resolutions Specialist is responsible for resolving billing and invoicing issues while delivering a superior customer experience to A Place for Mom “APFM” customers. The role will communicate with external customers and work across multiple internal stakeholders to research and problem-solve disputes with a focus on mitigating losses due to irreconcilable discrepancies, while abiding by internal policies and customer contracts. The Customer Resolutions Specialist handles all aspects of the dispute cycle. This includes conducting research to support their decisions and actions, including the gathering of information from internal/external customers and from APFM’s CRM and financial systems.  The Customer Resolutions Specialist is the primary contact for supporting customer invoice disputes in a timely manner and will identify workflow efficiency opportunities. The Customer Resolutions Specialist plays a key role in helping APFM grow a strong and healthy portfolio of customer communities by retaining customers through their ability to provide excellent customer service and support. 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

    • Primary point of contact for customers with invoice disputes and is responsible for communicating the outcome to the customer in a professional and timely manner.
    • Responsible for managing the dispute desk, where internal APFM employees will forward all customer complaints including invoice disputes.
    • Handle all aspects of the dispute cycle including investigation, processing, and resolution.
    • Contact customers for information regarding state licensing violations and family complaints when requested by the legal team.
    • Process necessary adjustments in financial and CRM systems.
    • Prepare clear and detailed written correspondence to customers regarding dispute resolution.
    • Provide excellent timely customer service to customers, as well as to internal teams.
    • Track all disputes and provides weekly and monthly reporting and trends.

    Qualifications

    Required Skills and Competencies

    • Excellent attention to details and superb organizational skills.
    • Ability to prioritize multiple responsibilities while meeting or exceeding expectations.
    • Professional and respectful communication skills with professionals via phone and email.
    • Highly efficient and able to effectively manage their time in a fast pace environment.
    • Proven 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.
    • Strong computer skills necessary, including Microsoft and Google suites.

     

    Education Requirements

    • Bachelor’s degree preferred.

     

    Compensation

    The position is an hourly, non-exempt position.                                  

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