A Place for Mom · 1 week ago
Home Care Customer Retention Specialist
United States
Full-time
Remote
Entry Level
$60K/yr - $100K/yr
1+ years expA 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.
Home Health CareHome 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
Qualification
Required
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
Preferred
Previous experience with retention or winback preferred
Benefits
401(k) plus match
Dental Insurance
Health Insurance
Vision Insurance
Paid Time Off
Company
A Place for Mom
A Place for Mom is a for-profit senior care referral service providing information about senior housing and elder care providers.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$184.5MKey Investors
Insight PartnersBattery Ventures
2022-01-24Private Equity· $175M
2017-08-14Private Equity
2010-07-09Acquired
Leadership Team
Tatyana Zlotsky
Chief Marketing Officer and Head of Operations
Recent News
2025-05-08
Company data provided by crunchbase