Customer Resolution Specialist

Description

Aria Care Partners is the national leader in providing onsite dental, vision, hearing, and podiatry care to over 3500 long-term care and skilled nursing facilities across 25 states. Aria Care Partners believes that our clinicians should be able to focus on providing the best, most comprehensive care for their patients. Our clinicians visit different skilled nursing communities daily, bringing life-affirming care to an underserved population. Our business model, innovation, customer support and teamwork deliver an unparalleled customer experience, resulting in a customer satisfaction rating of over 98%. Executing this strategic philosophy resulted in rapid company growth with revenue increases of 25%-30% annually over the last 4 years, nearly doubling the size of the company. Company values include caring fully for our customers and fellow employees, striving for excellence and continuous improvement, and excelling through the power of teamwork and collaboration. At Aria Care Partners, our mission is to enrich the quality of life for every resident with passion and compassion. 

Working at Aria Matters!

The Position

The Customer Resolution Specialist is responsible for engaging with responsible parties and facility staff who are requesting to cancel their policy. The role focuses on understanding their concerns, offering solutions and ensuring a positive experience to encourage the responsible party to continue working with Aria Care Partners for their clinical needs

Essential Duties & Responsibilities  

• Receive incoming calls from customers/responsible parties that are requesting to cancel their policy 
• Reach out to customers/responsible parties who have requested to cancel their policy
• Listen to customer concerns and offer solutions to meet customer needs
• Maintain accurate records of customer interactions and retention outcomes in Salesforce
• Collaborate with peers in other departments to address issues from calls and ensure that quality levels are maintained
• Perform other duties as necessary

Requirements

• Ability to obtain health and life insurance license 
• Strong communication and active listening skills
• Ability to remain calm and professional in challenging situations
• Problem-solving skills
• Possess a state-issued insurance license
• Associate or bachelor’s degree preferred; or equivalent work experience

Other Qualifications  

• CRM proficiency (e.g. Salesforce, HubSpot)
• Strategic thinking and problem solving

Benefits

We offer a comprehensive benefit package for you and your family, including:

• PTO and Paid Holidays for FT Employees
• 401k Retirement Plan with a Company Match
• Insurance programs including medical, dental, vision, company match for your HSA, FSA, company-paid EAP, and life and disability insurance, and more.

#LI-LY1