What are the responsibilities and job description for the Home Care Customer Retention Specialist position at A Place for Mom?
Job Description
A Place for Mom is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make A Place for Mom an employer of choice and a great place to work!
Position Overview
Answer inbound calls and respond to emails from customers with a potential cancellation. Reach out to those who indicate they are having issues to prevent upcoming cancellations. Work with customers who previously cancelled services to get them to reactivate their services. This position is responsible for resolving concerns and presenting solutions in order to retain the customer’s business. Use high value saving techniques to meet product, and service sales retention targets, in a commission or incentive pay driven environment. The objective is to retain or re-establish customers who are requesting termination of service(s) through explanation of the overall value, features and benefits of all products and services offered by A Place for Mom.
Responsibilities
About A Place For Mom
A Place for Mom is the leading platform guiding families through every stage of the aging journey. Together, we simplify the senior care search with free, personalized support — connecting caregivers and their loved ones to vetted providers from our network of 15,000 senior living communities and home care agencies.
Since 2000, our teams have helped millions of families find care that fits their needs. Behind every referral and resource is a shared goal: to help families focus on what matters most — their love for each other.
We’re proud to be a mission-driven company where every role contributes to improving lives. Caring isn’t just a core value — it’s who we are. Whether you’re supporting families directly or driving innovation behind the scenes, your work at A Place for Mom makes a real difference.
Our Employees Live The Company Values Every Day
A Place for Mom has recently become aware of the fraudulent use of our name on job postings and via recruiting emails that are illegitimate and not in any way associated with us. APFM will never ask you to provide sensitive personal information as part of the recruiting process, such as your social security number; send you any unsolicited job offers or employment contracts; require any fees, payments, or access to financial accounts; and/or extend an offer without conducting an interview.
If you suspect you are being scammed or have been scammed online, you may report the crime to the Federal Bureau of Investigation and obtain more information regarding online scams at the Federal Trade Commission.
All your information will be kept confidential according to EEO guidelines.
A Place for Mom uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.
A Place for Mom is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make A Place for Mom an employer of choice and a great place to work!
Position Overview
Answer inbound calls and respond to emails from customers with a potential cancellation. Reach out to those who indicate they are having issues to prevent upcoming cancellations. Work with customers who previously cancelled services to get them to reactivate their services. This position is responsible for resolving concerns and presenting solutions in order to retain the customer’s business. Use high value saving techniques to meet product, and service sales retention targets, in a commission or incentive pay driven environment. The objective is to retain or re-establish customers who are requesting termination of service(s) through explanation of the overall value, features and benefits of all products and services offered by A Place for Mom.
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.
- Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
- Drives Results – Consistently achieving results, even under tough circumstances.
- Drives Results - Ability to listen, overcome objections and ultimately resolve by saving customer accounts.
- Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations.
- Accountability – holding self and others accountable to meet commitments.
- Problem Solving and Decision Making
- 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
- Previous experience with retention or winback preferred
- 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
About A Place For Mom
A Place for Mom is the leading platform guiding families through every stage of the aging journey. Together, we simplify the senior care search with free, personalized support — connecting caregivers and their loved ones to vetted providers from our network of 15,000 senior living communities and home care agencies.
Since 2000, our teams have helped millions of families find care that fits their needs. Behind every referral and resource is a shared goal: to help families focus on what matters most — their love for each other.
We’re proud to be a mission-driven company where every role contributes to improving lives. Caring isn’t just a core value — it’s who we are. Whether you’re supporting families directly or driving innovation behind the scenes, your work at A Place for Mom makes a real difference.
Our Employees Live The Company Values Every Day
- Mission Over Me: We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy.\
- Do Hard Things: We are energized by solving challenging problems and see it as an opportunity to grow.
- Drive Outcomes as a Team: We each own the outcome but can only achieve it as a team.
- Win The Right Way: We see organizational integrity as the foundation for how we operate.
- Embrace Change: We innovate and constantly evolve.
A Place for Mom has recently become aware of the fraudulent use of our name on job postings and via recruiting emails that are illegitimate and not in any way associated with us. APFM will never ask you to provide sensitive personal information as part of the recruiting process, such as your social security number; send you any unsolicited job offers or employment contracts; require any fees, payments, or access to financial accounts; and/or extend an offer without conducting an interview.
If you suspect you are being scammed or have been scammed online, you may report the crime to the Federal Bureau of Investigation and obtain more information regarding online scams at the Federal Trade Commission.
All your information will be kept confidential according to EEO guidelines.
A Place for Mom uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.
