Customer Experience Specialist Senior

About the Role

Join our team and make a difference in an impactful role where you finish each workday knowing you helped someone. Whether you are part of our care coordination team or play a supporting role, the work our colleagues do every day enables us to collectively reach our mission of getting people the care they need when they need it. By staying committed to our core values of Think Big, Go Fast, Deliver Awe, Win Together, and Care Deeply, we positively impact the lives of the injured workers we serve.

Salary Range

This compensation range considers a wide range of factors, including, but not limited to, skill set, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate is not adjusted for geographic differential associated with the location where the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case.

Benefits

• Remote Work: Remote-first company with almost all positions offering the flexibility of working from home.
• Generous Time Off: 8 company holidays, 2 personal days, and a minimum of 18 days of paid time off annually.
• Comprehensive Benefits Package: Medical, dental, vision, and pet insurance; 401(k) matching program; company-paid life insurance and short- and long-term disability coverage.
• Supportive Services: Colleague Assistance Program providing free counseling and financial services; One Call Foundation offers financial assistance during times of unexpected hardships.

Responsibilities

Project Management: 40%

• Complete product workflow documents summarizing all processing requirements and determine key challenges in converting customers to One Call.
• Develop new procedures with clients, sales, and operations to ensure the product is used appropriately.
• Develop an understanding of One Call products and services through information-gathering sessions to determine how One Call products and processes must be established to meet client needs.
• Coordinate and conduct readiness reviews, including directing the customer in the preparation and execution of implementation.
• Coordinate and direct the completion of implementation maintenance, potentially including error resolution, system or data changes, and balancing adjustments.
• Examine client’s processes, forms, and reports; determine operational needs; and document what the product will do and all related processes, forms, and reports post-implementation.
• Through analysis, product mapping, and interviews, gather forms and data files from customers, sales, and operations; assess requirements for utilization; and discuss customization requirements with the appropriate team.
• Review implementation results and coordinate completion of implementation maintenance, including error resolution and system or data changes.

Collaboration: 60%

• Provide expertise to answer questions and guide the client or sales in the use of products throughout the project.
• Act as a resource during implementation, answering questions, troubleshooting problems, supporting the implementation of new procedures, and providing support during implementation.
• Review implementation results.

Requirements

Educational and Experience Requirements

• Bachelor's degree in Business or a related major from an accredited college/university or an equivalent combination of education and experience.
• For Senior Customer Experience Specialist: Minimum of 5 to 7 years of implementation and/or conversion experience with a demonstrated ability to handle high project complexity.

Essential Knowledge, Skills & Abilities

• Ability to work in an environment that aligns with the company's diversity, equity, inclusion, and belonging standards.
• Ability to work both independently and in a team environment.
• Demonstrate core values: Think Big, Go Fast, Deliver Awe, Win Together.
• Communicate ideas both verbally and in written form in a clear, concise, and professional manner.
• Advanced working knowledge of One Call products and the industries in which One Call competes.
• Ability to understand, apply, and explain concepts.
• Ability to handle projects commensurate with job expectations.
• Analyze and solve problems using learned techniques and tools.
• Human relations, negotiation, and documentation skills.
• High attention to detail.
• Strong analytical and technical skills for positions involving data mapping.
• Ability to translate client requirements into technical specifications and communicate them to technical staff.
• Team skills, including the ability to establish and maintain effective working relationships both internally and externally.
• Flexibility, versatility, dependability.

Senior Customer Experience Specialist

• Advanced professional role requiring extensive skill and proficiency; works independently with only administrative supervision on highly complex projects.
• Mentors others on staff and serves as a role model for the team.
• Effectively communicates with all levels of personnel and provides communication on complex issues to a wide audience.
• Exhibits advanced knowledge of the overall One Call product line and industry-specific relationships.
• Demonstrates an understanding of the industry beyond mere competence with One Call products.
• Develops a fundamental understanding of applicable industry terminology and is competent with fundamentals of multiple industries.
• Creates new, alternative approaches rather than merely repeating what others have done.
• Comfortable working in unstructured situations where creativity is needed.
• Brainstorms alternatives to given problems.
• Participates in strategic planning and direction.
• Develops, documents, and implements standards, guidelines, direction, and education on processes/procedures for staff.
• Assigned to highly visible, sensitive, and critical systems.

Physical/Mental Demands & Work Environment

• This position is performed in the colleague’s home with work-from-home requirements, including setting up computer equipment within a home office.
• Primarily sedentary with repetitive motions; must remain in a stationary position for extended periods.
• Operate a computer and other office equipment; assess information and files stored electronically; converse/exchange accurate information with others simultaneously.
• Discern text displayed on a monitor, input data using a keyboard, and adjust focus to distances of up to three feet.
• Learn new tasks, follow established processes, maintain focus, complete tasks independently, and handle multiple tasks simultaneously.
• Communicate professionally with colleagues and customers, and complete tasks in situations with speed or productivity requirements.
• Manage moderate to significant mental stress due to a dynamic and heavy workload.