Customer Engagement Specialist

The Customer Engagement Specialist is responsible for assisting the Data Collections & Information Products team in the ongoing development and enhancement of relationships with our Customers, Prospects and other Stakeholders. Primary responsibilities are centered on deep understandings of the multiple contacts within each customer account organization, their roles and areas of interest as well as knowledge of other contacts within our customer’s organizations and how they interact with different departments at NCQA. In addition, the Customer Engagement Specialist is the primary Customer Relationship Management (CRM) system administrator for the department, responsible for helping to maintain the accuracy of customer data in the system and assisting the department in all facets of Customer Engagement initiatives and campaigns.Responsibilities:· Serve as CRM (CE+/Salesforce.com) Systems Administrator. Develop high levels of expertise in all aspects of the application functionality, configuration and use. Support, assist and train users on best practices and most effective use of the applications. Manage and report status of open issues and requests for enhanced functionality. Oversee and report status of CRM vendor and partner task assignment and problem resolution.· Responsible for helping to maintain complete and accurate Contact, Account and Opportunity data in CE+. This entails direct communication with customers to ensure not only accuracy of their contact information but to seek other individuals within our customer’s organizations who we should be developing relationships with.· Support departmental Customer Engagement initiatives and outreach campaigns working collaboratively with the NCQA Marketing and Communications team.· Learn about and understand how different departments within NCQA interact with our shared customer base and help to integrate the relevant information about these relationships and interactions.  Requirements· Bachelor’s degree or related experience; Master’s degree preferred.· Recent college graduate or prior work history with two years of experience working with customers, leading people or initiatives or teaching experience.· Strong organizational, interpersonal and customer service skills. · Ability to manage multiple responsibilities, take initiative and grasp new assignments quickly. · Strong writing and communications skills. · Ability to teach/train effectively at different student/audience levels. · Must work effectively and productively as a member of a team as well as independently.· Proficient with Microsoft Office applications. Knowledge of Salesforce.com or other CRM software is helpful but not required; training will be provided for an ambitious person.
dcs washington
Country: USA, State: Dist of Columbia, City: Washington, Company: NCQA.