Family Experience Representative

A Place for Mom is a mission driven, rapidly expanding company committed to making a difference for seniors and their families during a difficult time in their lives. We connect families searching for senior care services with a team of experienced advisors across the country to help them find the best care for their loved one.

Overland Park, KS, USA

A Place for Mom

<h2 class="server-jss174971 server-jss174976 server-jss175087">A Place for Mom simplifies the process of finding senior living and home care with personalized guidance at no cost to families.</h2>

keywords: feedback,support,teamwork,quality assurance,analysis,communication,performance,management,technology,develop,experience,communication

Full Time

Competitive Compensation Package

Overview: <ul> <li>Responsible for contacting families and individuals to receive quality feedback and reviews of the senior living communities families have moved into in the US &amp; Canada to publish on A Place for Mom&rsquo;s portfolio of websites. These reviews play a critical role in helping other families going through the same experience evaluate and decide on what would be the right community for them. At the same time, this feedback helps communities improve their services to better support families.</li> </ul>
Responsibilities: <div> <div class="server-jss246769"> <ul> <li>Call 100+ families per day who have recently moved into senior living communities or secured in-home care through A Place for Mom to capture reviews of those providers. Team members will also be responsible for answering inbound calls received from those families.</li> <li>Provide excellent customer service while collecting unbiased feedback on senior living providers</li> <li>Capture ratings and reviews in real time in our online review dashboard during each call for publication on A Place for Mom&rsquo;s websites</li> <li>Focus on the quality of the feedback by asking open ended questions that will provide specific examples, situations, and data.</li> <li>Transcribe postcards and enter written reviews for publication on A Place for Mom&rsquo;s websites.</li> </ul> </div> </div> <div>&nbsp;</div>
Requirements: <ul> <li>1-2 years of customer service / call center related experience.</li> <li>Strong written and verbal communication skills with demonstrated ability to establish rapport through phone calls.</li> <li>Conduct oneself in a professional manner and use proper etiquette and language at all&nbsp;times.</li> <li>Highly efficient; able to independently manage their time in a fast pace environment including working in multiple computer programs at one time.</li> <li>Strong computer skills required, including Microsoft Excel, Microsoft Outlook, Google suites, and an ability to capture notes in real time that accurately reflect what was shared during a call.</li> <li>Proven ability to develop, establish, nurture, maintain, and foster positive, harmonious quality working relationships within a team.</li> <li>Outcome oriented and focused on meeting or exceeding key performance indicators.</li> <li>Ability to type 45 words per minute or above, adjusted for errors <p>&nbsp;</p> </li> </ul>