CUSTOMER RELATIONS SPECIALIST

Duties

Manages all aspects of the Customer Relations Program by performing a variety of administrative and management duties to ensure a positive customer experience at the Military Treatment Facility.

Develops various feedback mechanisms (questionnaires, surveys, etc.) which indicate the effectiveness of that service.

Collects, compiles, maintains, and evaluates statistical data regarding the results of those feedback mechanisms, as well as type and frequency of all other customer complaints and inquiries.

Regularly briefs the board of directors and division/department chiefs on status and effectiveness of customer service initiatives.

Organizes and chairs working groups with representatives from several functional areas to evaluate processes and develop solutions in particularly complex areas.

Serves as advisor and lends direct support to the Patient and Family Partnership Council (PFPC) by providing agenda items and customer feedback as a basis for discussion in that forum.

Helps coordinate meetings, develop agendas, maintain task log, and develop strategies for addressing key issues and Command-directed initiatives.

Performs daily customer service duties, to include fielding phone calls, addressing customer walk-ins to the department, responding to Interactive Customer Evaluation (ICE) complaints, and documenting interactions in the hospital database.