Senior Move-in Support Specialist

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 Senior Move-in Support Specialist works to ensure all customers are reporting move-ins from A Place for Mom referred leads. The Senior Move-in Support Specialist plays a key role in helping A Place for Mom grow through their ability to connect with communities to uncover move-ins that may not have otherwise been reported. They identify customer concerns, overcome objections, and escalate to the appropriate team when necessary; all while providing superior customer support and adhering to our company values.

As a senior member of the team you will be responsible for testing new approaches and providing valuable feedback to management to help make key decisions that guide the future of the program. You will also be responsible for identifying ways to improve the efficiency of the program and assist with training other members of the team.

Who you are:

The ideal candidate is comfortable working in multiple computer programs and confident selling the value of a company while overcoming customer objections. The candidate is a customer service focused team player that thrives in a fast paced phone based environment, pays attention to details, and can easily adapt to a changing environment.    

What you will do:

• Provide excellent customer service while communicating with community customers via phone and email to uncover move-ins from A Place for Mom referred leads.
• Document all activities and tasks including tracking which communities have reported move-ins in a given time period.
• Test different approaches and provide feedback to management to help guide the future of the program.
• Identify inefficiencies in our processes and suggest improvements.
• Assist in training the team to ensure consistency and accuracy.
• Overcome customer objections and when necessary escalate those concerns to the appropriate team.
• Prepare and format reports in Microsoft Excel and Goggle Sheets for customers with multiple move-ins and send clear, detailed written correspondence to the customer.
• Work across multiple internal teams including sales and finance to address customer needs.

Qualifications

• Skilled at communicating professionally and succinctly with customers both over the phone and through email including overcoming objections.
• Ability to initiate high volume of outbound calls to uncover move-ins with customers.
• Ability to navigate multiple internal systems efficiently.
• Highly organized and efficient; able to independently manage their time in a fast pace environment.
• Make decisions and solve problems using sound, inclusive reasoning and judgment.
• Gather information from a diverse set of sources and individuals to fully understand a problem and make suggestions for process improvement.
• Extremely dependable and willing to take responsibility.
• Patient at teaching others how to navigate internal systems and processes.
• Expert at prioritizing multiple responsibilities while meeting or exceeding key performance indicators.
• Capability to exercise sound discretion and make sound independent decisions, within general policy, procedural and legal guidelines.
• Strong computer skills necessary, including Microsoft Excel and Google suites.

Compensation:

• Base