Louisville Metro, KY USA
Full-Time - Sr. MGR, Customer Satisfaction
Job Details
Employment type: Full-Time
Job Category: Marketing/Creative/PR
Location: Louisville Metro KY, USA
Req ID: 2021-165821

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.

 

The Atria Agency is an internal advertising and strategic communications team serving the real estate and management portfolio of Atria Senior Living, an international provider of luxury senior living communities across the US and Canada. 

Responsibilities

Atria’s Sr. Manager of Customer Satisfaction is responsible for managing the company’s various customer service programs directed from its Louisville, KY Support Center.  

 

This role is a critical leader in helping to identify and increase customer satisfaction of Atria’s residents and families. This individual works cross-departmentally within Atria to diagnose and help solve customer issues while also build programs that build Atria brand loyalty. The role is also responsible for leading the team handling daily customer requests, complaints and escalations via phone/call center, email and online.  

 

The Sr. Manager, Customer Satisfaction exhibits strong leadership, communication and analytical skills. They are metrics and process driven, while at the same time, operates as a proven customer experience strategist.  

 

  • Manage Atria’s Customer Satisfaction Survey program, including survey vendor management, analytics, communications and implementation at each Atria community.  
  • Expand Atria’s customer survey strategy to include a more complete digital approach that includes items such as, but not limited to, brand segmentation, customer profiles, pulse surveyscommunications plans, and potential new vendor partner selection.  
  • Acquire and synthesize customer satisfaction survey results to company leaders.  
  • Develop and manage communications plan to existing residents and families via email, phone, text outreach, aimed at building brand loyalty, retention and identifying revenue growth opportunities.  
  • Lead Atria’s personal referral communications strategy, working closely with sales and community operations on execution and measurement.  
  • Lead Atria’s Customer Satisfaction call center staff with a set of processes that ensures timely resolution of customer needs and complaints. 
  • Responsible for interviewing, hiring, training, developing, and evaluating assigned staff. 
  • Partner with company leaders and their administrative assistants to ensure any customer need sent into their offices get triaged to the appropriate Atria leaders in the best position to assist.  
  • Create new workflows and tools to achieve department goals/KPIs 
  • Work closely with PR, Social Media, and Communications team on crisis communication and issues management, as needed.   
  • May perform other duties as needed and/or assigned. 
Qualifications
  • Bachelor’s degree in Communications, Marketing, Communications, Journalism, or related field. 
  • Minimum of eight (8) years working in a strategic marketing/advertising agency or corporate marketing department. 
  • Strong understanding of communications/marketing strategy, customer insights, strategic planning and tactical execution. 
  • Excellent written and presentation skills, both in preparing materials required and in delivery. 
  • Thorough understanding of digital marketing/communications landscape. 
  • Excellent presentation, problem solving, organizational, analytical, prioritization, delegation, follow-up, and multi-tasking skills. 
  • Ability to travel approximately once a quarter, but this may vary. 
  • Excellent communication skills, both written and oral. 
  • Proficient in basic Microsoft applications Word, Excel, Power Point. 
  • 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: Marketing/Creative/PR
Location: Louisville Metro KY, USA
Req ID: 2021-165821

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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