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Customer Experience Specialist

3 months ago

Atlanta, United States DRT Strategies, Inc. Full time
Job DescriptionJob DescriptionDRT Strategies delivers expert management consulting and information technology (IT) solutions to large federal agencies, the U.S. Navy, state and local government and commercial clients in health care, technology, and financial services industries.

The three letters of our name, DRT, stand for Driving Resolution Together, which is the core philosophy on which the company was founded. That is, we collaborate with our clients to solve their most pressing challenges - together.

We are problem solvers dedicated to your success, combining Fortune 500 experience with small business responsiveness. We have established a reputation with our clients as a forward-thinking consulting firm with demonstrated success in implementing solutions that lead to meaningful results. Our world-class consultants unite people to work collaboratively to achieve project goals and make vision a reality.

What you will be supporting:
DRT will engage local health centers to support their data modernization efforts and advancing the outcomes of their patients while ensuring culturally appropriate approaches that respect local values and data sovereignty.

What are we looking for?
The Customer Experience Specialist will provide day-to-day user support and technical assistance for data systems, IT systems, software applications, and tracking of external technical assistance request received from strategic partners and technical implementers supporting public health programs and activities.

Fun stuff you will do on the job:
• Respond to requests for assistance over email and phone
• Triage helpdesk calls, e-mail messages, and prepare / monitor tickets using ServiceNow for service requests or issue notifications
• Record the details of each user service request and user problem/issue notification
• Collaborate with customers and team to identify corrective actions, provide documentation, and as needed, provide status updates throughout the resolution process
• Gather information needed to resolve user questions, problems, and issues
• Prepare and submit monthly activity/support summaries, incident reports, and activity trends

This is you:
• At least one year in customer-facing support roles
• Must have excellent communication skills (both verbal and written)
• Must be well-organized, proactive, and works well in a team-setting
• Skilled in digital and non-digital communications

You will wow us even more if you have these skills:
• Tribal community involvement experience
• Public health project experience

Education & Training:
• Bachelor’s degree in communications, marketing, public health, or related field
DRT’s culture is reflective of our core values:
  • Professionalism:  Be a leader and someone your customers and colleagues can count on by taking ownership and accountability for your work. Demonstrate a solution-oriented mindset and bias for action. Show empathy, dignity, and respect for each other. Be "high minded", maintain a calm demeanor when dealing with ambiguity or adversity and stay out of the fray (i.e., avoid drama).
  • Quality:  Do things right and do the right thing. Pursue excellence in your work by delivering quality services and products that provide high value and return on investment (ROI).
  • Teamwork:  Work with each other, the customer, and DRT. Demonstrate flexibility, a positive attitude and willingness to work collaboratively to help others and share information.
  • Customer Mission Focused: Commit to customer success and strive to exceed expectations by understanding the mission, executing the customer's vision, and solving challenges to drive results and achieve mission goals. Build meaningful customer relationships by asking thoughtful questions, listening, and operating transparently.
  • Growth Mindedness:  Commit to company, team, and personal growth. Embrace an entrepreneurial spirit by actively seeking opportunities to support new customer projects and/or solve problems. Actively work to improve your skills, learn to be comfortable with ambiguity, and be resourceful and willing to figure things out and add value.
Our culture fosters teamwork and transparency, empowering you to do great work. Our talented employees drive the success of the company – so our leadership is devoted to your success.  We respect you as an individual.  We recognize your contributions.  We invest in your professional growth.  Join us and let's continue to build your career together.

Currently due to the remote working status of the federal government, most DRT employees are teleworking from home and leveraging video conferencing along with other virtual productivity tools. Under normal circumstances, most of our positions are required to report onsite. However, DRT has not yet determined when employees will be required to return to their onsite workspaces. Please be aware that at the time a date is determined to return to the worksite, the requirement of this position may be to report in person to the work location.

DRT Strategies, Inc. (DRT) celebrates diversity and is proud to provide Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetics, disability, or protected veteran status. In addition to federal law requirements, DRT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
 

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