Customer Resolutions Specialist
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:
Required Skills and Competencies
The position is an hourly, non-exempt position.