Atria Senior Living

  • Customer Support Specialist - Atria Senior Living

    Job Locations USA-KY-Louisville Metro
    Category
    Marketing/Creative/PR
    Community Name
    Atria Senior Living
    Requisition ID
    2018-71415
  • Overview

    Atria Senior Living is a leading operator of independent living, assisted living, supportive living, and memory care communities in 190 locations in 27 states and seven Canadian provinces. We are the residence of choice for more than 21,000 seniors, and the workplace of choice for more than 14,600 employees. We create vibrant communities where older adults can thrive and participate, know that their contributions are valued, and enjoy access to opportunities and support that help them continue making a difference in our world. 

     

    Atria is an equal opportunity employer.  Atria provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, veteran status, or any other classification protected by applicable law.  Atria also does not condone or tolerate an atmosphere of intimidation or harassment based on these protected classifications.  We require the cooperation of all employees in maintaining a discrimination-free and harassment-free work environment.

    Responsibilities

    The Customer Support Specialist is primarily responsible for serving as an energetic liaison between Atria and its current and potential customers. He/she accepts ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior. This individual’s direct efforts ensure that we drive the business forward by engaging inquiring families, new prospects, career seekers and media outlets. The Customer Support Specialist is an important voice for our brand who solves problems and is a passionate advocate for customer satisfaction. He/she is results-oriented, shows a high level of intention toward initiative, and demonstrates good judgment, as well as the ability to clearly and simply communicate Company messages.

    • Manage large amounts of inbound and outbound calls in a timely manner.
    • Follow communication “scripts” when handling different topics.
    • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
    • Build relationships and engage customers.
    • Research required information using available resources.
    • Identify and escalate priority issues.
    • Route calls to appropriate resources.
    • Keep records of all conversations in CRM in a digestible and actionable way.
    • Meet personal/team qualitative and quantitative targets.
    • Execute strategies as directed by the Director, Digital Marketing.
    • May perform other duties as needed and/or assigned.

    Qualifications

    • High School Diploma or General Education Degree (GED).
    • Minimum of two (2) years of experience in a customer support role.
    • Track record of over-achieving quota.
    • Strong phone, written and verbal communication skills, along with active listening.
    • Knowledge of customer service principles and practices.
    • Knowledge of call center telephony and technology.
    • Strong data entry and typing skills.
    • Familiarity with Customer Relationship Management (CRM) systems and practices.

    • Quick information processing abilities.

    • Ability to multi-task, set priorities and manage time effectively.

    • Proficient in Microsoft Office suite, Acrobat.

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