Customer Satisfaction Specialist
SPHS-Customer Satisfaction

The Customer Satisfaction Specialist will:

• Develop a comprehensive understanding of complaint management.
• Serve as an ombudsman between the Service Excellence Department; administration and all departments and areas related to complaint management. Manages the relationship between complainants and Saint Peter’s. Develops and coordinates trending data based on customer feedback. Provides summary results and recommendations based on continuous analysis of complaints.
• Maintain necessary records and reports including a master Organization Complaint Log. Keeps manager informed on progress and problems.
• Assist to facilitate Press Ganey results on an ongoing basis as it pertains to a specific department/unit needs. Provide custom reports and assist with creating plans to improve scores when needed. Posts all Press Ganey Reports (Comments; Quarterly Data) on the Service Excellence Intranet page.
• Stay informed on developments and trends inside and outside the organization which relate to assigned functions.
• Serve on committees/teams and assists in special projects.
• In conjunction with the Manager, advance service excellence among all customer groups through implementation of programs and processes that further service recovery and service excellence goals throughout the organization.
• Understand regulatory requirements (state, federal, Joint Commission, etc.) so that under the direction of the Vice President, he/she can monitor compliance of all service programs with the regulations.
• Promote the systematic utilization of the Continuous Quality Improvement (CQI) process as the foundation for improving operations and customer service.
• Promote open communication between all divisions, departments, and members of the medical staff of the organization to ensure compliance with the complaint management process
• Interact with all Hospital departments to initiate, coordinate and maintain optimal customer satisfaction, while promoting a good public image for the organization.
• Recognize the need for personal and professional growth by attending conferences, seminars, belonging to professional organizations, and utilizing reference materials.
• Maintain current knowledge of customer satisfaction trends; complaint management programs; and service recovery techniques.
• Perform related and other departmental/divisional duties as required.

Requirements:

• Work requires a high level of general educational development and/or a professional level of knowledge in the customer service field—equivalent to that which would be acquired by completing a bachelor’s degree program in a college or university.
• Two (2) to five (5) years of progressively responsible experience in customer satisfaction, complaint management; retail, and/or public relations.
• Knowledge of all phases of complaint management and service recovery.
• Requires solid interpersonal skills for effective communication within all customer groups. Supervisory experience is helpful.
• Utilize various computer software programs in order to efficiently and effectively communicate data, correspondence, and educational programs, (i.e. Microsoft Word, Excel, PowerPoint, Access, Internet, and e-mail). Have knowledge of databases and the ability to learn about and assist in training for software upgrades and new application installations.

Monday-Friday, Full Time, Day shift with Hybrid options available.

Grade 120