CUSTOMER RELATIONS SPECIALIST
What you'd do
About the Position: Department is located on the Naval Medical Center Portsmouth compound Generally in an office setting with private office allowing confidential communication with patients Work hours are 0730-1600 Monday - Friday Potential room for growth and advancement
Major 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.
What you need to qualify
Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. Current Civilian Employees of the Defense Health Agency (DHA) Military Spouses, under Executive Order (E.O.) 13473 Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician Eligible Priority Placement Program, DoD Military Spouse Preference (MSP) Eligible Priority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability Retirement Veterans Employment Opportunity Act (VEOA) of 1998 In order to qualify, you must meet the experience and/or education requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document. Specialized Experience: One year of specialized experience which includes performing a variety of administrative duties in support of the mission of the Military Treatment facility, developing, implementing, sustaining and supervising a customer relations program, both internally and externally; developing and/or updating policies and procedures; improving the customer service skills of the Military Treatment Facility staff and employees through service recovery efforts; and overseeing the commands Patient Satisfaction Surveys. OR Education: Ph.D or equivalent doctoral degree or 3 full years of progressively higher-level graduate education leading to such a degree in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position. OR Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) beyond the second year (total graduate semester hours minus 36) by 18. Add the two percentages. Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-09).
Before you apply
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