[Remote] Home Care Customer Retention Specialist

Note: The job is a remote job and is open to candidates in USA. A Place for Mom is the leading platform guiding families through every stage of the aging journey, dedicated to providing personalized attention for their associates. They are seeking a Home Care Customer Retention Specialist to manage inbound customer inquiries, resolve concerns, and work towards retaining customers who are considering cancellation of services.

Responsibilities

• Receives & makes calls regarding canceling customers and is responsible for resolving concerns and retaining the customer’s business. Provides immediate follow-up on customer complaints/concerns setting proper expectations and next steps for the customer
• Working through our database of cancelled customers to win them back
• Handle escalated customer issues requiring extensive problem solving to ensure both a close loop customer experience and learning opportunities for A Place for Mom
• Uses training to retain and re-establish customers
• Notifies customer and designated personnel of findings, adjustments, and recommendations such as refund of money, credit of customer’s account, or adjustment of customer’s bill
• Update and maintain customer databases with accurate customer information and timely data entry
• Positively represents the A Place for Mom brand in all written and oral communications and correspondence

Skills

• High school diploma or general education degree (GED); or up to one-year related experience and/or training, or an equivalent combination of education and experience
• At least 1 year of sales or 2 years customer care experience
• Ability to build customer relationships and provide customer service
• Knowledge and ability to cope with and resolve escalated customer service issues
• Conflict resolution skills
• Knowledge of company products and services
• Attention to detail and accuracy
• Written and verbal communication skills
• Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
• Mathematical skill to calculate figures and amounts such as discounts, commissions, proportions, percentages, area and volume
• Time management skills, including punctuality for on-time attendance
• Ability to prioritize, organize, and perform multiple tasks
• Previous experience with retention or winback preferred

Benefits

• 401(k) plus match
• Dental Insurance
• Health Insurance
• Vision Insurance
• Paid Time Off

Company Overview