[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 A Place for Mom is a for-profit senior care referral service providing information about senior housing and elder care providers. It was founded in 2000, and is headquartered in Seattle, Washington, USA, with a workforce of 501-1000 employees. Its website is