Customer Service Coordinator

Company Description

About A Place for Mom

We’re the leading online platform connecting families searching for senior care with a team of experienced local advisors providing insight-driven, personalized solutions. As the nation’s most trusted senior advisory service, we are a mission-based organization that enables caregivers to make the best senior living decisions for their loved ones. With hundreds of senior living experts nationwide, A Place for Mom helps hundreds of thousands of families each year simplify the process of finding the right senior care solution across home care, independent living, memory care, assisted living, and more.  Our services are offered at no cost to families as we’re paid by the 14K+ communities and 3K+ providers in our network.

Recently awarded one of the 2022 Best Places to work in NY and Best HR teams by comparably, the leading workplace culture and brand reputation platform, A Place for Mom is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. 

Employees who thrive at A Place for Mom live our values every day:

• 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
• Realize the full potential in each team member -- work as a single supportive team

Job Description

THE POSITION

The Customer Service Coordinator (CSC) is responsible for providing excellent customer service in response to questions, requests, and concerns from A Place for Moms network of community customers and affiliate brands. The CSC is the primary liaison between Senior Living Communities and A Place for Mom. CSCs provide exceptional customer service by communicating in a respectful and professional manner via phone/email and by following team processes and procedures. The CSC reports to the Customer Service Manager.

Who you are:

The ideal candidate is a highly organized and efficient results-oriented thinker with a customer service obsession.  They will be used to meeting daily targets in a high volume customer service role, has a great phone presence and strong written communication skills. Bonus points for previous experience with ticketing tools like Zen Desk and Salesforce.

What you will do:

• Meet or exceed Key Performance Indicators regarding average handle time, first response time, total solve time, QA, etc.
• Answer inbound phone and email queries from communities needing assistance.
• Use the customer service team’s processes and procedures to efficiently solve communities’ requests.
• Make outbound calls to follow up on questions/concerns. Outbound calls are also made to educate APFM community customers on available resources/tools available.
• Attend scheduled trainings and team calls.
• Assist partners and non-partners with Reputation Portal access and education.
• Assist community customers with Partner Central questions/ troubleshooting.
• Handle objections and concerns to matters related to partnership and escalate calls as needed.
• Complete other assigned tasks in support of team initiatives

Qualifications

• 1-2 years of customer service experience.
• A high level of enthusiasm for providing exceptional customer service.
• Ability to prioritize multiple responsibilities and projects while meeting or exceeding expectations.
• Strong written and verbal communication skills with ability to establish rapport through phone calls.
• Highly organized.
• Experience demonstrating the ability to creatively overcome obstacles.
• Ability to deliver results while working in a fast-paced environment.
• Strong computer skills necessary.
• Ability to understand, explain and apply applicable laws, codes, regulations, and standards.
• Proven ability to develop, establish, maintain, and foster positive, harmonious working relationships within a team.
• Ability to take appropriate action when complaints/problems arise.
• Consistent ability to complete a 40 hour work week.

Education Requirements

• Bachelor's degree preferred

Compensation

• The position is an hourly, non-exempt position.  

Compensation:

• Base Salary Range - $20.00 - $21.00 hourly
• Benefits:
  • 401(k) plus match
  • Health insurance
  • Dental insurance
  • Vision Insurance
  • Paid Time Off

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Additional Information

All your information will be kept confidential according