Customer Resolutions Specialist

Based in Overland Park, The Customer Resolutions Specialist is responsible for providing superior customer support to senior living providers in the US & Canada who are A Place for Mom customers. As the final escalation point for customer concerns, the Customer Resolutions Specialist plays a key role in helping A Place for Mom grow and maintain a strong and healthy portfolio of customer communities through their ability to provide excellent customer service and support while researching and resolving billing, invoicing, and other contract related concerns.As a Customer Resolutions Specialist you will communicate with external customers to understand their concerns, research, and then problem-solve those concerns while adhering to our company values.Who you are:The ideal candidate demonstrates extraordinary customer service skills both over the phone and in writing, thrives in a fast paced environment, pays attention to details while conducting thorough research, and is highly organized.    What you will do:Provide excellent customer service while working with community customers to resolve billing, invoicing, and other customer concerns.Handle all aspects of the dispute cycle including investigation, processing, and resolution.Answer contract related questions from customers.Contact customers for information regarding state licensing violations and family complaints when requested by the legal team.Process necessary invoice adjustments in financial and CRM systems.Document all activities and tasks related to customer concerns in the CRM system.Prepare and send clear and detailed written correspondence to customers following phone conversations regarding the resolution of their concern.