Customer Experience Program Specialist

Salary :

$55,000 - 62,000 yearly

Company : Kmrg, Llc

Job Type : Full Time

Agana Heights

Job Description - Customer Experience Program Specialist

ROLE
We are seeking an experienced Customer Experience Program Specialist to support the U.S. Naval Hospital Guam under the Defense Health Agency (DHA) in Agana Heights, Guam. This is a United States-based position that requires U.S. Citizenship. Your responsibilities will include coordinating, planning, and managing the Command’s Customer Relations Program while providing training and support to department representatives, responding to customer issues, and presenting program data to leadership.

This is a full-time opportunity in which we'll provide competitive pay, comprehensive benefits, and job stability and security.

Apply today!

RESPONSIBILITIES
I. Program Oversight

Coordinate the Command's Customer Relations Program and present periodic data to leadership
Plan and organize program components that promote efficient and courteous customer service
Manage the customer satisfaction program for all military, civilian, contract, and Government staff
Collaborate with Department Heads to designate and support Customer Relations Representatives
Maintain liaison with Directors, Department Heads, and Division Officers to shape local initiatives
Serve as the Command Customer Relations Representative at area Command, Base Community Council, and Town Hall meetings
Communicate customer feedback from external forums back to Command leadership
Contribute to other committees as designated by the Executive Officer
Monitor and fulfill administrative and material needs to sustain program delivery

II. Training & Education

Oversee Command Orientation to introduce new staff to the Customer Relations Program
Deliver targeted training to department representatives on program execution, data collection, and conflict resolution
Serve as a subject matter expert on conflict resolution and customer engagement strategies
Implement a Command-wide training program covering phone etiquette, conflict resolution, and role awareness
Prepare, edit, or procure training materials for department-level instruction
Plan and deliver customer relations seminars or workshops for department representatives
Serve as a trainer or recruit, train, and supervise qualified instructors
Evaluate and revise the customer relations curriculum based on program needs
Organize and lead educational programs such as lectures and seminars based on staff needs assessments

III. Customer Support

Provide training and guidance to department representatives on handling customer issues
Develop written responses to customer concerns and recommend appropriate corrective actions
Involve subject matter experts and department representatives in resolving complex customer issues
Teach and counsel staff participants individually, escalating cases to the Command Customer Relations Representative when appropriate
Brief the Commanding Officer and Executive Officer on individual customer concerns during bi-monthly or ad hoc meetings

IV. Data & Reporting

Establish a systematic approach for identifying and addressing recurring customer concerns
Create and manage a data tracking system at bothdepartment and Command levels to monitor trends and inform corrective actions
Maintain the Interactive Customer Evaluation (ICE) system for local patient feedback
Provide updates to the Command through the Bureau of Medicine and Surgery (BUMED) Patient Satisfaction Survey site
Launch and sustain a staff satisfaction survey to improve productivity, efficiency, and morale
Administer the staff recognition program to acknowledge excellent customer service
Compile and present quarterly reports to the Executive Steering Council on customer relations outcomes

V. Committee Work

Participate on the Patient Safety Committee as the customer relations representative to address safety concerns and National Patient Safety Goals
Represent the Command in other forums as assigned by the Executive Officer

VI. Compliance & Development

Ensure completion of administrative tasks to support program implementation through direct action or supervision
Attend continuing education programs, seminars, and conferences to maintain subject matter competency

REQUIRED KNOWLEDGE & SKILLS

Knowledge of customer relations programs and customer conflict resolution techniques
Demonstrated ability in the area of customer relations
Knowledge and ability to develop and implement customer relations programs
Knowledge of motivational techniques to encourage participation in feedback and issue resolution
Knowledge of adult education and training techniques, and cultural knowledge
Excellent verbal and written communication
Ability to read, speak, write, and understand the English language fluently
Knowledge of the Navy Health Care System, the unique military environment, and the relationship between Military Commands
Knowledge in correspondence handling procedures
Knowledge of grammar, spelling, punctuation, and formats
Ability to assist patients, providers, commands, and coordinators by responding to in-person, written, or phone inquiries
Knowledge of computers, databases, and multimedia equipment
Skill in using office equipment and email for word processing and data entry
Highly proficient typing skills

REQUIRED EXPERIENCE

Minimum of one (1) year of experience in a general medical office environment
Experience with Microsoft programs
Experience with database management tools for monitoring activities
Experience using graphics software to design audio-visual training aids
Experience in the use of medical terminology and coding
Experience as a qualified typist is required

EDUCATION

High school diploma or equivalent required
Bachelor’s degree in a related field preferred

LOCATION

Agana Heights, Guam (GU) 96910

TELEWORK

Telework may be authorized

CLEARANCE

U.S. citizenship is required as it supports the U.S. federal government

CLIENT

U.S. Department of Defense

TRAVEL

Travel may be required

WORK HOURS

40 hours
8 hours a day
5 days a week

EMPLOYMENT CLASSIFICATION

Employment Classification Eligibility — Nonexempt

RELOCATION

Not eligible for relocation benefits

******************

KMRG, LLC is an Equal Opportunity/Affirmative Action (EEO/AA) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, ancestry, national origin, age, marital or civil partnership status, mental disability, physical disability, medical condition, pregnancy, maternity status, political affiliation, military or veteran status, genetic information, traits historically associated with race, or any other basis prohibited by federal, state, and/or local law.

Other Considerations. Applicants will be subject to a background investigation. The individual’s primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 100% of the time; frequently required to move about to access file cabinets and use office equipment such as personal computer, copier, fax, telephone, cell phone, etc. Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 100% of the time.

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Customer Experience Program Specialist

Job Description - Customer Experience Program Specialist

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