Home Care Customer Retention Specialist

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!

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.

• 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

A Place for Mom is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

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…