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Customer Experience Coach

Job ID 17-2140 Date posted 10/11/2017 Employment Type Full Time (Regular) Shift Days Shift Length 8 Hours Weekend Requirement None Hours Per Pay Period 80 Location Robbinsdale, Minnesota
DescriptionProvide point-of-service observation and coaching to North Memorial Health team members to ensure the delivery of unmatched customer service at every touchpoint. Provides consultative support to NMH locations and departments. Will work as part of a team of coaches across the system to assess service opportunities and implement projects, tools and training to improve customer experience.

Accountabilities
Facilitates improvement of outcomes relevant to customer satisfaction across the NMH system.
• Provides consultation and support to site leadership and team members on variances to NMH customer experience standards.
• Educates and mentors leaders on tools for customer service improvement, including Team Member engagement tools and resources.
• Serves as a resource and expert in customer service performance improvement methodologies.
• Works with the Brand Culture and Customer Metrics and Insights teams to create and deliver customer service training based on customer feedback.
• Creates project and communication plans based on needs analysis.
RequirementsEducation
• Bachelor's degree or four (4) years of experience in a customer service setting required.
• Consultation or training experience required.

Experience
• In addition to the above education requirements, three (3) or more years of working in customer service, preferably in a healthcare setting required.
• 1-3 years of team project management.

Knowledge, Skills and Abilities
• Understanding of project management processes.
• Ability to establish and maintain relationships with Team Members at all levels.
• Ability to partner with operational and support function leaders.
• Demonstrated ability to drive teams forward.
• Ability to lead and influence without formal authority.

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