Customer Experience Specialist

2 months ago

Louisville, United States Atria Support Center Full time

Overview:

We create communities where employees thrive in their work, helping our residents thrive in their homes.

We strive to enhance the lives and exceed the expectations of those we serve every day. To do this, we cultivate the diverse talents of our team members in order to achieve something together that they could not do alone.

Atria Senior Livings family of brands has immediate openings for individuals looking for a career with competitive pay and outstanding benefits, including:

  • Paid holidays and PTO
  • Benefits include: Health / Dental / Vision / Life Insurance
  • 401(k) employer match
  • Tuition reimbursement

* Enrollment in benefits varies by employee classification; anniversary reward amounts vary by location

As a valued team member at Atria, youll work in a supportive environment that provides advancement opportunities and promotes a healthy work-life balance. Apply now

Responsibilities:

The Customer Experience Specialist is responsible for developing and executing various customer feedback programs. This includes triaging and tracking day-to-day customer service requests, complaints, and compliments, as well as outbound contact with established customers. This individual works cross-departmentally to diagnose and help solve customer issues. The Customer Experience Specialist works closely with the Customer Experience Team, Customer Response Team, and Senior Leadership to develop and execute programs designed to identify and increase the satisfaction and loyalty of residents and families.

  • Partner with leaders, contact center, and support staff to manage, triage, and track customer issues escalated to the Support Center including (but not limited to): customer reported issues, complaints, online reviews, social media interactions, and community communication.
  • Use project management & organization tools and workflows to ensure customer issues are addressed in a timely manner and tracked for reporting.
  • Join Customer Response team to synthesize responses to customer service issues, social posts, online reviews, and Contact Center issues.
  • Perform outbound contact with established customers to increase retention and gather feedback.
  • Develop written communications (internal and external) for integrated customer communication plans.
  • Support execution of twice annual Customer Satisfaction Survey.
  • Support community crisis comms as needed, including rotating flexible schedule on call assignments with PR & Customer Service team members.
  • Partner with the IT department to ensure customer satisfaction, Contact Center, and Customer Service Helpdesk tools are maintained and accurate.
  • Collect and report customer service, sentiment, and response data.
  • May perform other duties as needed and/or assigned.
Qualifications:
  • Bachelor's Degree in Communications, Public Relations, Journalism, or a related field is required.
  • Two (2) or more years of communications or customer service experience is preferred.
  • Call center experience is a plus.
  • Excellent communication skills with an emphasis on effective customer service and written communication.
  • Strong understanding of customer service and communications strategy.
  • Excellent problem-solving and organizational skills.
  • Proficient in basic office software applications (i.e. Microsoft Office).
  • May be required to travel up to 10% of the time on behalf of the Company.
  • Travel time is subject to change based on business needs.
  • Must possess a valid drivers license.
  • Position requires driving responsibilities (may use Company provided vehicle and/or personal vehicle).
  • Must satisfactorily meet and be in compliance with Company motor vehicle policy standards and Travel Policy.
  • Must successfully complete all Atria specified training programs.

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