Customer Onboarding 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 Onboarding Coordinator works with Senior Living Communities that are new partners to 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 partnered communities. The Onboarding Coordinator manages a portfolio of diverse partners 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 an APFM partnership.  Each Onboarding Coordinator is responsible for a specific geographic territory.

To ensure success, the Onboarding Coordinator provides education about APFM processes and best practices, build a strong rapport with new partners, answer questions, and personally assist with setting up their account. 

The Onboarding Coordinator works closely as a liaison between newly partnered communities and multiple APFM teams including Regional Managers and Senior Living Advisors.  Onboarding Coordinators are responsible for ensuring Senior Living Advisors have the necessary information to refer appropriate families to new communities.  The Onboarding Coordinator also utilizes the resources of the Partner Development Manager who signs on the community to understand the needs of the newly partnered community and any specific strategies necessary for success. 

Responsibilities: 

• Develop relationships with new partners and foster success.
• Assist new partners by quickly identifying potential issues and solving them appropriately to ensure the best possible experience during the onboarding period.
• Collaborate with other teams to ensure a smooth hand off at the beginning and end of the onboarding process.
• Provide pre-scheduled 24 Hour Onboarding meetings with each new partner to establish the expectations of the partner relationship and to initiate the set-up process.
• Assist with the organization and delivery of partner-appropriate orientation webinars, ensuring partners understand our processes and best practices to effectively work and convert our leads. 
• Follow-up with new partners at regular intervals to ensure their continuation of partnership.
• Promote the adoption and consistent use of free proprietary tools available to partners.
• Communicates excellently with Senior Manager, Partner Development and prepares reports of weekly accomplishments.
• Other duties as assigned.

Qualifications

• Minimum of 2-3 years of experience in customer care.
• Previous experience at A Place for Mom or experience in senior living preferred.
• A personal sense of urgency and capacity to creatively overcome obstacles.
• A high level of enthusiasm for establishing and building relationships.
• Ability to prioritize multiple responsibilities/projects, while meeting or exceeding expectations.
• Appropriately, professionally, and respectfully communicate with executives via phone and email.
• Highly organized.
• Able to properly and accurately enter data into CRM tools.
• Microsoft Office Suite, including Excel and PowerPoint.

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Additional Information

Compensation

• Starting base pay is $22-24