Executive Response Specialist provides timely resolutions to customer complaints that have escalated to the highest level within the organization. Coordinates with product/service suppliers and/or contact center staff to research and determine validity of complaints and evaluate options to remedy these complaints. Being an Executive Response Specialist reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer. Requires a thorough knowledge of the products/services offered, well developed customer service skills, and clear understanding of the company's policy regarding complaints. Additionally, Executive Response Specialist exercises a large degree individual discretion and judgement. Tracks complaints and makes recommendations to management designed to reduce the number of complaints. May require a bachelor's degree. Typically reports to a supervisor or manager. The Executive Response Specialist gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be an Executive Response Specialist typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
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Essential Job Functions:
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Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and to work the assigned shift. The program functions 24 hours a day, 7 days per week. An individual must be able to work the hours/ days for which they are hired to work. Additionally, the program functions 365 days per year and some holidays will be required. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. |
Minimum Education and/or Experience: Graduation from an accredited school with a Bachelor degree in Human Services or a related field. Master's Degree preferred. Within the last five years must have had two years of experience in behavioral health treatment services and one year of experience in a setting where it was necessary to communicate orally and in writing to inform, advise, or train others about client issues, treatment service delivery, documentation in client records or UM principles. Experience with American Society of Addictions Medicine Patient Placement Criteria is preferred. Experience with CARF, Medicaid, and Managed Care requirements is preferred. Additional education, licensure, and/or experience may be required depending on specific program guidelines. |
Knowledge/Skills/and Abilities:
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Necessary Special Requirements: Possession of a valid Florida driver's license, acceptable driving record, and proof of personal automobile insurance if required to drive an SMA vehicle and/or use a personal vehicle for SMA business. Complete State of Florida mandatory background screening prior to start of employment. Complete SMA required training during the first six (6) months of employment and updated if required. |
Physical: Mobility and ability to bend and reach during an 8-12 hour day. Able to lift minimum 10 pounds. Visual and auditory acuity sufficient to evaluate, intervene, treat, and record client health care needs. Fine motor skills for legible and accurate charting, daily correspondence and presentation, either manually or orally. Work endurance - ability to work 8-12 hour shifts with a meal break, as possible. Hours and days off may vary. Extra hours, including weekends and holidays, may be required. May require travel to other SMA locations.May require extended hours or overnight shifts during a natural disaster such as a hurricane. May require travel to other SMA locations. |
Application: This position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications which may be required of the employee assigned to the position. It should not be used to limit the nature and extent of assignments such individuals may be given. |
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