About the Job

This role is responsible for analyzing customer feedback and complaints, identifying trends, resolving issues, and providing actionable insights to improve customer experience and operational efficiency within Client Services. Serving as the primary liaison between Client Services and Quality, this role ensures alignment and continuous improvement. The ideal candidate will be a strong communicator and collaborator, capable of working across departments to drive meaningful changes.

Key Responsibilities

• Systematically review and analyze customer feedback across multiple channels. 
• Partner with internal teams to investigate and resolve customer requests, issues and feedback in a timely and effective manner.
• Use problem solving skills to create and offer solutions to customer issues of the highest complexity.
• Track and report recurring issues, emerging trends, and areas of concern to leadership and relevant stakeholders.
• Facilitate regular touchpoints with cross-functional teams to share insights, align on root causes, and co-develop solutions that enhance customer satisfaction.
• Maintain accurate records of feedback and resolution activities, ensuring data integrity and confidentiality.
• Develop and present regular reports and dashboards highlighting key metrics, root causes, and improvement opportunities.
• Recommend and support initiatives to enhance customer satisfaction and reduce complaint volume.
• Ensure all customer feedback handling processes comply with internal policies and relevant regulations.
• Support audit inspections for Client Services.
• Other duties as assigned.

Qualifications:

Basic Qualifications:

• Bachelor's Degree OR Associate's Degree/High School diploma (GED) AND 4+ years of prior work experience in a customer facing role
• 2+ years of experience in customer service
• 2+ years of experience in data analysis, or quality assurance

Preferred Qualifications

• Familiarity with root cause analysis and continuous improvement methodologies.
• Knowledge of industry regulations related to customer complaints (e.g., GDPR, HIPAA, etc.).
• Lean Six Sigma Certification
• Experience with utilizing a Customer Relationship Management (CRM system) or Salesforce platform
• Demonstrated ability to manage and escalate issues and drive issue resolution
• Demonstrated ability to solve problems in a proactive manner
• Demonstrated ability to work independently with minimal direct supervision with deadline and resource constraints
• Ability to perform in a detail-oriented and accountable manner
• Capability to work independently under fast-paced and changing conditions
• Demonstration of critical thinking and ability to investigate issues
• Understanding of HIPAA, GDPR and importance of patient privacy and data regulations
• Commitment to Foundation Medicine’s values: Integrity, Courage, Passion

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