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CUSTOMER QUALITY SPECIALIST - IT SERVICE TEAM - 8408

YONKERS, NY, US


 

The Customer Quality Specialist (CQS) is a member of the IT Service Management team at Montefiore IT.

 

The Customer Quality Specialist works at  Montefiore Patient Care facilities, providing rounding, with a purpose, and wellness check visits with clients on a continual basis. The Customer Quality Specialist utilizes technical knowledge to comprehend the customer’s issues and to coordinate with the proper department within Montefiore IT. The Customer Quality Specialist’s goal is to enhance the quality and efficiency of support and customer service provided by Montefiore IT. The CQS provides outstanding client service and contributes to the organization’s mission of utilizing information technology to improve patient care

 

* This position does not allow for remote work and due to the nature of healthcare and may require occasional off hours or weekend coverage.  - Location will be ON-SITE at Montefiore New Rochelle Monday, Wednesday, Friday and Montefiore Mt. Vernon, Tuesday and Thursday.  
 

JOB RESPONSIBILITIES:

  • THE CQS will serve as a liaison between Montefiore IT’s support teams and clients to ensure high quality customer service.
  • Conduct routine customer visits and perform rounding in a hospital environment, checking that all IT equipment is functional.
  • Use knowledge gained from site visits to provide feedback to the Service Management team about where improvements can be made.
  • Monitor incidents reported by customers via Service Desk ticketing to remain knowledgeable about the customer’s activities.
  • Monitor aging of incidents and requests to facilitate resolution.
  • Respond to customer service surveys and follow up as necessary.
  • Provide periodic reports that are weekly / monthly / quarterly to Technology Services and customers to show satisfaction metrics.
  • Educate customers on how to request services and report issues.
  • Liaise with support groups within Montefiore IT and participate in quality reviews and testing  of new deployments or upgrades when appropriate.
  • Gather and review historical information on customer issues prior to meetings with client leadership.
  • Occasionally cover for Desktop Support with high priority issues or when extensive troubleshooting is required.

 

EXPERIENCE REQUIREMENTS:

  • Experienced in Desktop : break fix technical support and diagnostics.
  • Experienced in providing Customer service.
  •  Knowledgeable in IT Infrastructure and experienced working with other technical teams.
  •  Expertise in IT related data gathering and trend analysis and reporting 
     

EDUCATION:

  • IT related Bachelor’s Degree or equivalent experience
  • IT Certifications preferred.
     

 

 

Department: Montefiore Information Technology Bargaining Unit: Non Union Campus: YONKERS  Employment Status: Regular Full-Time Address: 3 Odell Plaza, Yonkers
Shift: Day Scheduled Hours: 8:30 AM-5 PM Req ID: 162704 

 

Montefiore is an equal employment opportunity employer. Montefiore will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law. 

 

N/A 


Mission:
To heal, to teach, to discover and to advance the health of the communities we serve.

Vision:
To be a premier academic medical center that transforms health and enriches lives.

Values
Define our philosophy of care, they shape our actions and motivate and inspire us to pursue excellence and achieve the goals we have set forth for the future. Our values include:

  • Humanity
  • Innovation
  • Teamwork
  • Diversity
  • Equity

 

 

 


Nearest Major Market: Yonkers
Nearest Secondary Market: New York City