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Customer Experience Specialist
Ref No.: 18-13349
Location: Deerfield, Illinois
Start Date: 10/08/2018
Description:

Job Title: Customer Experience Specialist

Summary
The role is responsible for facilitating customer escalations to ensure responsiveness and quick resolution. In addition, the role is responsible for monitoring and managing the Customer Effort Score Program and other various forms of Voice of Customer, both internally and externally, to drive higher customer loyalty, service retention and customer advocacy. This position has the primary responsible for evaluating and improving processes that improve the customer experience.

Description
The Customer Experience Specialist is responsible for facilitating customer escalations to ensure responsiveness and quick resolution. In addition, the role is responsible for monitoring and managing the Customer Effort Score Program and other various forms of Voice of Customer, both internally and externally, to drive higher customer loyalty, service retention and customer advocacy. This position has the primary responsible for evaluating and improving processes that improve the customer experience.

Essential duties and responsibilities:
Customer Escalations
o Represent the voice of customer and drive urgency with internal groups and other business units within the organization to bring issues to resolution
o In some cases, serve as the liaison between Baxter internal, cross-functional groups and our customers
o Facilitate communications and meetings between internal groups within the organization and customer to bring issue(s) to resolution
o Responsible for scheduling meetings to track action items & continuously following-up with responsible parties
o Communicate to all parties with status updates until final resolution for the customer
o Close the loop and communicate with the customer upon final resolution
Customer Effort Score Program
o Utilize data reports & dashboards to achieve maximum annual survey volume & 100% detractor management
o Identify key process opportunities –monitor & direct a continuous improvement process to identify and resolve problems that result in sustainable improvement
o Train on survey program portal as needed
Other Survey/VOC Initiatives
o Create VOC surveys (internal or external) as needed
o Monitor customer surveys, analyze results and identify action plans for continuous improvements

Qualifications
• Proven interpersonal skills demonstrating a commitment to strengthen the Baxter Services brand through building & maintaining a loyal long-term customer base
• Project management expertise
• Excellent written & verbal communication skills
• Ability to effectively communicate & strong customer service skills
• Professional demeanor with the ability to maintain even temperament in high pressure situations
• Strong organization skills & ability to efficiently prioritize competing demands in a timely manner with management-level team members & cross-functional teams
• Able to influence cross-functional teams & drive action in a matrix-environment
Education / Experience
• High School or GED required, BS degree in Business Administration or related field, preferred
• 2-3 years of customer experience (customer survey / net promoter scores (NPS)) and customer escalation.
• Medical device / pharmaceutical / healthcare related industry experience preferred
• Software Skills: Microsoft Word, Excel (pivot table / v-lookup, preferred), PowerPoint, and Outlook, SharePoint
• Soft skills: ability to take initiative, polite, customer centric, empathic, organized, follow-up, resourceful, detail and customer service oriented.

Interview Platform: onsite interview