at Centerstone in Alton, Illinois, United States
Job Description
Centerstone is among the nation's leading nonprofit behavioral health systems with thousands of employees dedicated to delivering care that changes people's lives. A dynamic, well-established organization, we offer rewarding opportunities to serve all ages in a variety of settings.
Job Description:
SUMMARY OF RESPONSIBILITY
In keeping with the Mission/Vision/Values of Centerstone, a CUSTOMER EXPERIENCE SPECIALIST provides excellent customer care. A CUSTOMER EXPERIENCE SPECIALIST is required to work independently (or works under the direction of supervisor) when performing job tasks/providing services. As part of Centerstone's team-oriented philosophy, a CUSTOMER EXPERIENCE SPECIALIST is expected to actively participate in variety of cross-functional teams and performance improvement initiatives.
ESSENTIAL DUTIES
1. Completes job requirements with independent action and resourcefulness and seeks out additional duties during periods of downtime. Organizes time, effort, and use of resources to achieve desired outcomes.
2. Centerstone expects all staff to have a strong desire to provide excellent customer experience; to comply with the rules and regulations of those organizations to which we are accountable; to have high ethical and professional standards of conduct; must possess the flexibility to work with consumers at various stages in their personal growth; and to have an attitude of wanting to continuously improve their own performance as well as that of Centerstone. This also includes consistently returning phone calls and e-mails within 24 hours and updating voicemail/out of office e-mail, as well as consistently using pleasant tone and having a helpful attitude.
3. Meet or exceed Key Performance Indicators (KPI's) expectations.
4. Treats all consumers and colleagues with dignity and respect, regardless of race, ethnicity, nationality, religion, sexual orientation, gender, or other legally protected status.
5. Shows consideration for others, works cooperatively with any coworker; provides constructive feedback without undue criticism of others; displays appreciation of differences in approaches, personalities, and viewpoints of others. Works professionally, respectfully, positively and cooperatively within a team-based framework to promote Centerstone's commitment to consumer personal growth.
6. Supports the strategic goals and mission/vision/values of Centerstone at all times when interacting with consumers, co-workers and professionals from other organizations and presents a positive and professional demeanor.
7. Takes initiative to prevent and resolve problems and offers recommendations for improving services and transforming Centerstone into an organization that embraces excellent customer experience.
8. Attend meetings as assigned. Participate on committees as assigned. Maintain appropriate communication with other employees and work as an effective member of the customer experience team.
9. Meet and maintain applicable trainings that are a requirement of Centerstone.
OTHER DUTIES AND RESPONSIBILITIES
1. Perform other duties as assigned, not inconsistent with qualifications and regular duties. Including working outside ones regular schedule when needed.
ESSENTIAL KNOWLEDGE AND SKILLS
- Knowledge of guidelines for confidentiality
- Knowledge of applicable regulatory guidelines and codes, agency policies and procedures, and Federal and state laws pertaining to position
- Skill in written and oral communication
- Skill in customer service techniques
- Skill in establishing and maintaining interpersonal relationships with clients and staff
- Skill in problem-solving
- Skill in identifying and prioritizing job tasks
- Skill in applying non-violent crisis intervention techniques (including knowledge of who to notify when a crisis occurs) and maintaining personal safety
RESPONSIBILITY
In keeping with the Mission of Centerstone, the CUSTOMER EXPERIENCE SPECIALIST is responsible for providing support to the organization including providing excellent customer service, typing, copying, filing, data entry and other administrative duties. The CUSTOMER EXPERIENCE SPECIALIST is also responsible for providing coverage at the front desk by answering the phone, greeting clients and visitors, scheduling appointments and entering client information into an automated system. As part of Centerstone's team-oriented philosophy, the CUSTOMER EXPERIENCE SPECIALIST is expected to actively participate in variety of cross-functional teams and performance improvement initiatives.
DIFFICULTY
A. Complexity: Position is... For full info follow application link.
Centerstone is an equal opportunity employer (M/F/D/V). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.
