Louisville, KY 40202
Full-Time - Customer Experience Specialist

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Job Details
Employment type: Full-Time
Job Category: Marketing/Creative/PR
Location: Louisville KY, 40202
Req ID: 2024-257447
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 driver’s 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.

#zr101

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 Living’s 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, you’ll work in a supportive environment that provides advancement opportunities and promotes a healthy work-life balance. Apply now!

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.
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.
Apply Now
Job Details
Employment type: Full-Time
Job Category: Marketing/Creative/PR
Location: Louisville KY, 40202
Community: Atria Senior Living
Req ID: 2024-257447

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Benefits for Working at Atria Support Center

Competitive Pay
Competitive Pay

Atria provides competitive wages as we value employee contributions and commit to investing in our employees.

Paid Holidays & PTO
Paid Holidays & PTO

In addition to company observed holidays, we encourage our employees to take earned time off to refresh, recharge, and spend time with their loved ones.

Comprehensive Health Plans
Comprehensive Health Plans

After satisfying the waiting period, employees at Atria are eligible for an array of benefits including medical, vision, and dental coverage, company paid short term and long term disability, as well as other voluntary benefits such as critical illness coverage.

Career Advancement Opportunities
Career Advancement Opportunities

We promote approximately 1,500 people a year.  Share your professional aspirations with your manager, and together we will work to achieve them. Atria focuses on talent development and growth opportunities within.

Tuition Reimbursement
Tuition Reimbursement

Want to earn a degree or pursue a new certification? Our tuition reimbursement program provides full-time employees with up to $5,250 a year in support for approved courses toward degrees and certifications.

Employee Loyalty Rewards Program
Employee Loyalty Rewards Program

Atria celebrates employees through different rewards programs including anniversary awards and recognition of great work.

Retirement Savings Plan with Employer Match
Retirement Savings Plan with Employer Match

We offer an opportunity for full-time employees to save for retirement through Transamerica. Traditional 401(k) and Roth options are available, and after one year of service, Atria offers a 50% match on a percentage of those savings.

Rewards & Recognition

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

Health & Safety

Whether providing protection from sickness or natural disasters, such as flooding or fires, we make safety a priority for both residents and staff.