Join a Fortune 500 healthcare company transforming how people experience healthcare. As a Consumer Experience Professional, you will be the voice of the customer, ensuring their journey is as smooth and positive as possible. You’ll be a key player in resolving customer issues and implementing solutions that directly enhance the customer experience. This is an opportunity to make a tangible difference in people’s lives while working with a collaborative team dedicated to providing excellent service.
As a Consumer Experience Professional, you will be an integral part of the command center team, acting as the first line of response for incidents impacting customer experience. Your sharp eye for detail and problem-solving skills will be essential in identifying, analyzing, and resolving issues, ensuring seamless operations and a positive customer journey. You’ll collaborate closely with cross-functional teams to streamline service delivery and strengthen customer relationships, playing a crucial role in maintaining a high level of customer satisfaction.
What You’ll Do:
- Continuously monitor systems, alerts, and dashboards to identify potential incidents or anomalies.
- Assist in the initial assessment of incidents and escalate issues as necessary to ensure timely resolution.
- Resolve customer issues and implement solutions to enhance the customer experience.
- Maintain accurate records of incidents, actions taken, and outcomes for reporting and analysis.
- Work collaboratively with cross-functional teams to improve service delivery and effective interaction with customers and stakeholders.
Must-Haves:
- 3-5 years of experience in customer service, consumer experience, or customer relationship management.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving skills.
- Ability to work collaboratively in a team environment. Bachelor's degree in a relevant field or equivalent experience.
- Proficiency in Microsoft Suite, including Teams and Excel (specifically RAID Logs).
Nice-to-Haves:
- Previous experience in a command center or incident management.
- Knowledge of SharePoint, ADO, and ServiceNow.
- Familiarity with the healthcare industry.
The target hiring compensation range for this role is $30.69 to $34.10 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.
About Aquent Talent:
Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.
Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!
Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.
