Louisville Metro, KY USA
Full-Time - Customer Engagement Specialist

What’s the difference between a job and a meaningful, rewarding career? The people you serve. When you work at Atria, you have a front-row seat to the amazing life stories of the wisest people on earth. What’s more, you are part of an extraordinary company – one that’s investing in the future of senior living by investing in you. Don’t just do a job. Be part of an extraordinary life.

 

Atria is an equal opportunity employer committed to providing equal employment opportunities without regard to race, color, religion, sex (including pregnancy), sexual orientation, age, national origin, disability, genetic information, veteran status, or any other classification protected by applicable law.  Atria will not tolerate harassment or discrimination based on any of these protected classifications.

Responsibilities

The Customer Engagement Specialist is an important representative of Atria Senior Living to our residents and families, acting as a liaison of the CEO.  The Customer Engagement Specialist has the ability to engage the public and deliver exceptional customer service regarding matters of high sensitivity and importance. This individual demonstrates a passion for delivering extraordinary service in a customer facing environment.

  • Own customer experience from beginning to end.
  • Handle all forms of communication including phone calls, emails, social media, and mail.
  • Document and relay messages in a timely fashion.
  • Log all customer issues and maintain in SharePoint or other database.
  • Contact appropriate individual or department as necessary to resolve customer’s concern or request.
  • Follow up with customer to ensure their issues have been met to their satisfaction and in a timely manner.
  • Identify and recommend new ideas, technologies or processes to increase organizational efficiency, productivity and quality.
  • Develop and maintain positive working relationships across a variety of departments.
  • Comply with quality assurance expectations and standards.
  • Interact with customers on a regular basis across the country to obtain feedback on quality of product, service levels and overall satisfaction.
  • Show empathy while listening to the customer’s needs, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they received.
  • Employ a customer first philosophy in meeting customers’ needs and expectations.
  • Provide guidance and resolutions to a variety of customer service issues.
  • Provide consultation and recommendations.
  • Escalate and communicate high priority issues to the appropriate senior level executive as necessary.
  • Maintain confidentiality of customers’ information.
  • Understand customer satisfaction results and develop strategic plans to attack areas of concerns.
  • May perform other job duties as needed and/or assigned.
Qualifications

 

  • High school diploma or general education degree (GED) required. Bachelor’s degree preferred.
  • Minimum of three (3) years of experience in customer service role with focus on high priority clients.
  • Experience with complex customer service issues.
  • Hospitality or Customer Service experience required.
  • Passion for servicing customers with proactive solutions.
  • Exceptional communication skills, delighting the customer with every single interaction.
  • Ability to make decisions quickly and effectively, when unanticipated situations may arise, putting the customer’s experience at the forefront.
  • Must be resourceful and capable of using the Intranet and other online tools effectively to research.
  • Adapt to an ever-changing environment and being resilient.
  • Ability to work flexible shifts including nights, weekends, and holidays as needed.
  • Light to moderate lifting may be required for certain job tasks.
  • Must have or be willing to get a COVID-19 vaccine, subject to legal requirements.
Hiring Step 1
It’s Easy to Apply Online
Select the “Apply Now” button on the job that interests you. Plan on taking 5-10 minutes to complete the application and select “Submit” when done – you’ll receive a confirmation email shortly thereafter. Keep your login and password handy as you’ll need it throughout the hiring process.
Hiring Step 2
Application Review
Every application is given due consideration. If your experience and skills are aligned with the job requirements, we’ll contact you to schedule an interview.
Hiring Step 3
Interviews & Assessments
Your interview will be conducted by phone or in person with an Atria recruiter or hiring manager. This process may include additional interviews, reference checks and skill assessments.
Hiring Step 4
Offer Letter
If you are chosen for the position, an offer will be made by phone and email. The email will include a letter which you’ll sign electronically, return to us and can download for your records.
Hiring Step 5
Post-Offer Hiring Process
You’ll receive all needed forms, instructions and our contact information if you have any follow-up questions. This process may include a background check and/or a drug screen. COVID-19 vaccination is a requirement of all positions – proof of vaccination is required before you can start. We will evaluate potential accommodations for anyone seeking an exemption due to a medical condition or religious belief.
Hiring Step 6
Check-ins from your future team
As turnaround times vary for screening results, we’ll provide any needed updates and let you know what to expect for your first day on the job.
Hiring Step 7
First day and onboarding
Congratulations – we’re excited to have you join our team! Onboarding varies by position, but on your first day at Atria you’ll typically meet coworkers, take a workplace tour and begin any required training.
Job Details
Employment type: Full-Time
Job Category: Operations
Location: Louisville Metro KY, USA
Req ID: 2021-152776

Benefits for Working at Atria Support Center

Competitive Pay

Paid Holidays & PTO

Comprehensive Health Plans

Career Advancement Opportunities

Tuition Reimbursement

Employee Loyalty Rewards Program

Retirement Savings Plan with Employer Match

Rewards & Recognition

Learn more about the many ways Atria celebrates employee achievements and rewards outstanding performance.

Health & Safety

Whether providing protection from flu, COVID-19 or natural disasters, we make safety a priority for both residents and staff.

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