Sr. Talent & Recruiting
Sep 9, 2023 2 min readJob Posting: Part Time - Consumer Specialist
Noble Navigators operates a nationwide team of advocates, experts, and guides working for US Consumers. Navigators provide critical services to Consumers when things go wrong.
Position Summary
The Consumer Specialist (CS) is focused on understanding, investigating and evaluating consumer experiences when they go wrong.
The Consumer Specialist talks with members about their situation and then takes direct action to improve the situation. The Consumer Specialist will consult with colleagues, research additional information as needed and work collaboratively to provide practical, reliable services for US Consumers.
The Consumer Specialist is focused on doing a good job for the member and on strengthening and refining the process for future members and fellow Navigators.
- Have strong listening skills - Attentively listen to a variety of customer service experiences and actively ask clarifying questions to ensure the customer is heard.
- Provide calm guidance for customers that may be upset by the situation they are experiencing.
- Use facts to reduce confusion - Reframe the situation based on new information in order to achieve the best outcome.
- Constructively seek root causes - Establish solutions, confirm results and document specifics (for resolution, training and service development).
Responsibilities & Duties
- Respond to incoming client communication by call, text and chat to identify client needs.
- Follow predetermined workflows to collect and document specific information and provide resolution option(s) to the member.
- Establish contact with third party organizations via phone, email, chat or mail to negotiate improved outcomes and resolutions.
- Create and maintain positive working relationships with third party customer services organizations.
- Adhere to and help the team improve Noble Navigators' best practices.
- Exercise judgement to resolve issues and involve external expertise when additional capabilities are required.
- Escalate cases to managers and supervisors as needed.
- Work with the team to identify themes, trends, and other characteristics in customer experiences and their resolution.
Qualifications
- Exceptional written and oral communication skills with the ability to follow both planned and unplanned scenarios.
- The ability to remain calm while helping others in stressful situations.
- Sound logic and strong critical thinking skills.
- Strong negotiating skills with the ability to communicate with tact and diplomacy.
- Command of contemporary technology tools.
- Good organizational skills and strong attention to detail.
- Industry experience in healthcare, communications, technology, and/or insurance strongly preferred.
- Multilingual a plus.
Engagement Terms
- Compensation: Hourly compensation commensurate with experience.
- Schedule: Part-Time and As-needed, 2-10 hours per week.
- Work-remotely: Some remote positions available.
Essential Job Functions
- Visual and hearing capability.
- Ability to sit long for long periods of time.
- Ability to operate general office equipment computer printer and copier stationed between 3 & 4 feet high.
Next Steps
- Please send your resume and cover letter to careers@noble.us
Privacy
No last names or other personally identifiable information are used in published case studies. All photos are stock photography unless specified.
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