Customer Experience Coach

Cuyahoga County Board of Developmental Disabilities • Cleveland, OH

11d • Hybrid

About The Position

The Cuyahoga County Board of Developmental Disabilities (Cuyahoga DD) is seeking a Part-time Customer Experience Coach to develop and deploy strategies, programs, and processes to ensure the organization provides excellent customer service to the individuals we support, Cuyahoga DD colleagues, and to external stakeholders. Work closely with agency leadership to develop a culture of service excellence, with a focus on employee engagement and commitment. The nature of work will include, but is not limited to the following:
Conduct customer satisfaction research to measure agency objectives and set direction for customer service expectations for Cuyahoga DD. Develop and deploy surveys to individuals and families at specific times throughout the plan year, and develop strategies to expand survey techniques to providers, other outside agencies, and expansion to other Cuyahoga DD departments. Use other methods, including focus groups or other communication, as appropriate to gather information from stakeholders.
Analyze data related to customer service feedback and make recommendations regarding staff training, areas for improvement with relation to communication with stakeholders, and processes to improve overall customer satisfaction and experience throughout the agency.
Assist with the onboarding and messaging regarding customer service to new hires. Support to the Employment Manager as it relates to hiring and onboarding new employees to Cuyahoga DD.
Assure that Cuyahoga DD branding and messaging are included in all customer service trainings and in interactions with outside providers and agencies. Assist with development of communication messaging and materials as requested.
Design and direct customer service education for agency, including developing and conducting training as needed. Create a plan for ongoing, comprehensive training of staff on service expectations.
Provide coaching technical assistance to supervisors and managers to ensure ongoing coaching and mentoring of staff related to service excellence. Regularly work with supervisors and managers to provide quality checks to ensure customer service and effective management strategies are being used. Shadow supervisors during supervisions as a form of coaching.
Assist staff with communication strategies related to difficult messages or denials in order to communicate clearly while using empathy and developing strong working relationships.
Serves as Cuyahoga DD’s Complaint Resolution Officer. Leads Cuyahoga DD’s informal and formal complaint resolution policy and procedures; trains employees and supervisors on alternative dispute resolution techniques and strategies; provides guidance to supervisors and managers on the handling of complaints; reviews and hears appeals on complaints and appeals from different decisions, denials, suspension or determinations on eligibility for various supports and services; and MUI appeals under the direction of General Counsel and Superintendent.
PERSONAL CONTACTS: Frequent personal, written and telephone contact with Cuyahoga DD staff, individuals served by Cuyahoga DD and their families, private providers, and other stakeholders. Occasional contact with Cuyahoga DD Board.
UNUSUAL WORKING CONDITIONS: Flexible work schedule; some evening and weekend meetings. Occasional travel in county and out of county
Remote Work: Our positions are not 100% remote. There is an onsite expectation for this position. Although we may permit some remote work at home with a hybrid work schedule for some of our positions, we do expect staff to be able to commute to our facilities in Cuyahoga County, Ohio on a regular basis. Travel between our four locations in Parma, Cleveland, and Highland Hills, Ohio is required.

Requirements

• Bachelor’s Degree in Customer Services, Hospitality, Hospital Administration, Marketing/Advertising, Communications, Business, Management, or equivalent.
• At least three years related professional experience related to customer service and training.
• Project management or supervisory/management experience of at least three years.
• Extensive experience in conducting training for large and small groups is required.
• Experience measuring and analyzing data related to customer service and/or organizational change.
• Experience working collaboratively with internal teams and external stakeholders, achieving shared goals.
• Valid state of Ohio driver's license and continued maintenance of excellent driving record.
• Must apply by the posted deadline of 5/26/26 @ 4:30 p.m.

Nice To Haves

• Master’s degree preferred.
• Experience that shows progressively increasing responsibility preferred.
• Knowledge of customer service theories and practices, and knowledge of health care services and or DD services is highly preferred.

Responsibilities

• Conduct customer satisfaction research to measure agency objectives and set direction for customer service expectations for Cuyahoga DD.
• Develop and deploy surveys to individuals and families at specific times throughout the plan year, and develop strategies to expand survey techniques to providers, other outside agencies, and expansion to other Cuyahoga DD departments.
• Use other methods, including focus groups or other communication, as appropriate to gather information from stakeholders.
• Analyze data related to customer service feedback and make recommendations regarding staff training, areas for improvement with relation to communication with stakeholders, and processes to improve overall customer satisfaction and experience throughout the agency.
• Assist with the onboarding and messaging regarding customer service to new hires.
• Support to the Employment Manager as it relates to hiring and onboarding new employees to Cuyahoga DD.
• Assure that Cuyahoga DD branding and messaging are included in all customer service trainings and in interactions with outside providers and agencies.
• Assist with development of communication messaging and materials as requested.
• Design and direct customer service education for agency, including developing and conducting training as needed.
• Create a plan for ongoing, comprehensive training of staff on service expectations.
• Provide coaching technical assistance to supervisors and managers to ensure ongoing coaching and mentoring of staff related to service excellence.
• Regularly work with supervisors and managers to provide quality checks to ensure customer service and effective management strategies are being used.
• Shadow supervisors during supervisions as a form of coaching.
• Assist staff with communication strategies related to difficult messages or denials in order to communicate clearly while using empathy and developing strong working relationships.
• Serves as Cuyahoga DD’s Complaint Resolution Officer.
• Leads Cuyahoga DD’s informal and formal complaint resolution policy and procedures.
• Trains employees and supervisors on alternative dispute resolution techniques and strategies.
• Provides guidance to supervisors and managers on the handling of complaints.
• Reviews and hears appeals on complaints and appeals from different decisions, denials, suspension or determinations on eligibility for various supports and services; and MUI appeals under the direction of General Counsel and Superintendent.

Benefits

• Equal Opportunity, Diversity, and Inclusion commitment
• Compassion, trust, and mutual respect are at the core of our commitment to diversity and inclusion.
• Fosters and promotes an inclusive environment that leverages the unique contributions of diverse individuals and organizations in all aspects of our work.
• Drug test and background check prior to being hired.
• Reasonable accommodation for individuals with disabilities.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level