Ombudsman Specialist- Customer Service Advocate - Washington, United States - The Consortium, Inc.

The Consortium, Inc.
The Consortium, Inc.
Verified Company
Washington, United States

1 week ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description
Strong background with a minimum of 3 years' customer service experience with a focus on problem solving.

Strong writing skills are highly desired.


  • Collect members expressed insights regarding their wants, needs, and perceptions about Organization and Organization branded products and services via the on-line Voice of the Customer (VoC) program and provide input to/for process improvements.
  • Direct advocacy through the Organization Services, Inc providers to ensure the resolution of escalated issues and complaints affecting products and services branded by Organization (i.e., Better Business Bureau, State Office, and Executive Correspondence).

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  • Facilitate the Ombudsman service by working with the Organization members and the providers to educate members and/resolve concerns.
  • Partner with Organization branded product and service providers to track, resolve escalated issues and complaints and seek opportunities in this process to avoid future customer issues.
  • Evaluate and analyze data/reporting relative to the delivery of quality customer service.
  • Work collaboratively with Relationship and Program Managers and providers to influence quality delivery of the member experience across all Organization branded products and services.
  • Implement and provide continuous oversight of quality initiatives performed by Program Managers, providers, and other internal stake holders.
  • Recommend Mystery Shopping opportunities based on feedback from members.
  • Share information learned through Voice of the Customer with all internal stakeholders throughout the Organization Organization.
  • Influence full disclosure of the features and benefits of our products and services to our members through all communication channels.
  • Contribute to leadership focus group sessions with providers.
  • Identify scripting requirements and coordinates with stakeholders.
  • Position may require travel/participation in provider site visits on an as needed basis.
  • Function independently and collaboratively and demonstrate WORLD CLASS cultural attributes and behaviors in all interactions.
Strong background with a minimum of 3 years' customer service experience with a focus on problem solving.

Strong writing skills are highly desired.


Remote:
Monday and Friday.

MUST be able to come into the Washington D.C. office Tuesday, Wednesday, and Thursday.

The Consortium

"Combining Talent with Technology"
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