Client Support Specialist (2nd shift 11am to 8pm) - Press Ganey

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
• Better together: We check our egos at the door. We work together, so we win together. 

This position is 100% onsite at our South Bend, IN location Monday through Friday 11am EST to 8pm EST. 

The Client Support Specialist will provide support and problem solving to both internal and external customers in a virtual and phone environment to triage requests and provide detailed follow-up on PG’s various applications. The position will serve as primary support to all clients who contact Press Ganey through our online support program, thus reducing the workload for our client experience teams. The specialist will also provide advisory services support to pre-identified clients as an expert in Press Ganey resources including reporting, online reporting platforms, account management functions and various other facets of our day to day business operations. 

Duties & Responsibilities: 

• Provide on-demand client support. CSS will provide support to Press Ganey customers who reach out via phone, email or live chat functionalities. This support will entail handling and triaging requests and issues involving Press Ganey’s suite of online solutions, data reports, data interpretation, improvement resources, online community and any future Press Ganey products or enhancements. CSS will be responsible for providing in depth responses to clients or ensuring proper follow-up by account team has taken place.

• CSS will be identified point of contact for all traveling Client experience team members including, Enterprise, Regional, and Mid-Market Advisors and Account Managers. CSS will follow through and complete client requests or effectively triage to proper internal team member for completion.

• Provide advisory services support to pre-identified mid-market accounts. CSS will provide on-demand support for any advisory services related questions including goal setting, interpreting data, online solutions, improvement tips and more.

• Tracking/documenting of all correspondence and providing follow-up to critical account team members in accordance with team policies

• CSS will perform account management functions for identified accounts. Tasks include running reoccurring monthly/quarterly reports, set-up of all new point of care accounts

• Work Environment:

  • Requires ability to get to all users' operations and computer facilities.

  • Requires the ability to meet deadlines, frequent assignment changes, periodic heavy workload, rapidly changing environment, and dynamic business growth.

  • Requires ability to concentrate on detailed tasks for sustained periods of time.

  • Requires the ability to operate computer, printer, copy machine, calculator, other general office equipment, and to record written information.

  • Requires the ability to communicate with customers, users and vendor representatives in person, in writing, and on the telephone.

  • Requires the ability to read computer output and printed material.

  • Requires the ability to travel (by airplane) occasionally, including domestic flights.  

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Requires the ability to participate in interactive verbal group activities including brainstorming and application design working sessions.

• 3 to 5 years of customer service experience in an office setting.

• Time Management Skills: The job holder must be able to manage multiple work streams with input from resources from a variety of teams, delivering high quality, on time, and in a client-facing style and must have demonstrated organizational skills and the ability to multi-task while working in a high paced environment.

• Communication & Influencing: clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.  An individual with excellent interpersonal skills and influencing ability who can win the confidence of individuals at all levels, both inside and outside of the organization. Excellent written and verbal communication skills.

• Teamwork: Work effectively in a collaborative environment and foster teamwork across all levels of the organization.

• Technical Expertise: Able to work with multiple applications which are browser-based. Technical problem solving, along with knowledge around statistics and data is a requirement.

• Business Acumen: Strong analytical and process management skills and have a broad understanding of business strategy and operations.  He/she must be able to clearly articulate the business value that Press Ganey.

Education:

• Associates' Degree preferred but not required. 

All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Press Ganey, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Press Ganey's employment policies. You will be notified during the hiring process which checks are required for the position. 

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

The expected base hourly rate is $21.15 per hour. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.  

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/