Executive Response Specialist provides timely resolutions to customer complaints that have escalated to the highest level within the organization. Coordinates with product/service suppliers and/or contact center staff to research and determine validity of complaints and evaluate options to remedy these complaints. Being an Executive Response Specialist reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer. Requires a thorough knowledge of the products/services offered, well developed customer service skills, and clear understanding of the company's policy regarding complaints. Additionally, Executive Response Specialist exercises a large degree individual discretion and judgement. Tracks complaints and makes recommendations to management designed to reduce the number of complaints. May require a bachelor's degree. Typically reports to a supervisor or manager. The Executive Response Specialist gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be an Executive Response Specialist typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
WORKING CONDITIONS AND MENTAL/PHYSICAL REQUIREMENTS Working Conditions:Physical Demands:Mental Requirements: [e.g., Critical thinking skills with the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.]• Regularly required to reach with hands and arms; speak and hear• Frequently required to sit for long periods of time• Occasionally required to stand, and walk• Frequently required to wear phone headset or utilize phone handset• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focusGUIDING VALUES AND BEHAVIORSEmployee must consistently exhibit our guiding principles:• Patient Care - We continually earn the privilege to care for our patients. It is at the forefront of everything we do.• One Team - We respect each other and achieve together what no individual can alone.• Innovation - We are driven to develop solutions that inspire progress.• Vigilance - We will never waver in our commitment to safety and preparedness in the fulfillment of our duties.• Ownership - We are accountable for what we do and take pride in how we do it.• Citizenship - We are dedicated to being good stewards in the communities we serve.REPORTING RELATIONSHIPSReports to: Field Operation Manager and Senior Director of Base OperationsInterrelationships: Air Evac flight crew, all Air Evac Departments
Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.
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