Customer Service Specialist (Admissions Concierge)

The primary responsibilities of the Customer Service Specialist (Admissions Concierge) at Otterbein include providing exceptional customer service to incoming elders and their families, facilitating smooth admissions, and fostering relationships with internal and external customers. Additionally, the role involves managing information flow about new admissions, ensuring room readiness, and aiding in the collection of initial payments, making sure that each elder feels welcomed and valued right from the start.

To be considered for the Customer Service Specialist (Admissions Concierge) position at Otterbein, you should have at least a High School diploma or GED, with a preference for candidates who hold an Associate's or Bachelor's degree. Experience in customer service is necessary, ideally within a long-term care or healthcare setting. Essential skills include critical thinking, the ability to prioritize, multitask, and establish warm relationships with both elders and staff.

Otterbein is dedicated to supporting its Customer Service Specialist (Admissions Concierge) with a comprehensive benefits package that includes medical, vision, and dental insurance, as well as immediate paid time off and access to DailyPay for daily earnings. Additionally, there are opportunities for tuition assistance and participation in our Employee Assistance Program, ensuring that staff can pursue personal and professional growth while providing heartfelt care.

The work environment for a Customer Service Specialist (Admissions Concierge) at Otterbein is dynamic and supportive. This role involves close collaboration with various internal teams to create an exceptional experience for elders and their families. The atmosphere is characterized by a shared commitment to compassionate care, spirited teamwork, and a vibrant community that values each partner's contributions.

Otterbein stands out as a fantastic workplace for a Customer Service Specialist (Admissions Concierge) due to its person-centered care philosophy, supportive team dynamics, and competitive pay and benefits. The organization fosters an enjoyable and fulfilling work atmosphere, where partners are encouraged to be kind, wise, and spirited in their support of elders, making a meaningful impact in their lives every day.

To answer this question, reflect on a specific instance where you went above and beyond for a customer. Discuss the situation, your actions, and the positive result. Emphasizing your ability to build relationships and empathize with others will highlight your fit for the Customer Service Specialist (Admissions Concierge) role at Otterbein.

Your answer should demonstrate your conflict resolution skills. Describe a scenario where you effectively managed a challenging situation, focusing on your ability to remain calm, communicate clearly, and seek solutions that addressed the needs of the individual while aligning with company policies. This will show your readiness for the interpersonal facets of the Customer Service Specialist role.

Express your passion for providing high-quality care and support to elders and their families. Mention Otterbein's values, such as person-centered care and teamwork, and how they align with your personal values. This connection will show you’ve done your research and are genuinely interested in joining the Otterbein team.

In your response, outline the strategies or tools you use to keep organized and efficient, such as to-do lists or prioritization frameworks. Illustrate your ability to manage multiple tasks simultaneously without compromising service quality, which is essential for the Customer Service Specialist (Admissions Concierge) at Otterbein.

Discuss your strategies for establishing connections with clients and their families, such as active listening and empathizing with their concerns. Tailor your answer to highlight how relationships lead to improved customer experiences, which is a core responsibility in the Customer Service Specialist (Admissions Concierge) role.

Identify key characteristics such as empathy, communication skills, and patience as crucial traits for a Customer Service Specialist. Elaborate on how these qualities help in building strong relationships and ensure exceptional service, which is fundamental for the role at Otterbein.

In your answer, emphasize the importance of creating a welcoming environment. Discuss specific actions you would take, such as preparing a welcome package and conducting a thorough tour, to ensure new residents feel comfortable and valued right from their first day at Otterbein.

Provide an example that showcases your teamwork skills. Discuss the goal, your role within the team, and the outcome. This is particularly relevant for the Customer Service Specialist (Admissions Concierge) position, as it involves collaboration with various departments to facilitate seamless admissions.

Explain the factors you would weigh when making decisions, such as resident needs, resource availability, and organizational policies. Show how your critical thinking skills would contribute to successful admissions, aligning with the responsibilities of the Customer Service Specialist at Otterbein.

Outline the steps you would take to address dissatisfaction, including listening to their concerns, showing empathy, and working collaboratively to find a resolution. Emphasizing effective communication skills will illustrate your suitability for the Customer Service Specialist (Admissions Concierge) role at Otterbein.