Ombudsman

DUTIES AND RESPONSIBILITIES (include, but no limited to) : Investigates, analyzes, and renders final determinations on disputes involving residents to reduce pressure for outside regulation and avoid litigation costs; Resolves disputes on behalf of the company and its residents; Mediates among disputing residents to assist them in reaching their own reconciliation, settlement, or compromise; Functions as an intermediary to research, intervene or otherwise assist disputing parties in reaching an agreement; Advocates residents’ viewpoints to management on decisions directly affecting service-related concerns; Examines causes of residents’ disputes and initiate corrective action with management to improve customer relations; Serves as liaison to consumer and regulatory agencies to build consensus and strengthen rapport in support of strategic direction, mission, and goals; Provides opportunities for residents’ involvement and input on service-related issues and concerns to demonstrate commitment and responsiveness to their needs. QUALIFICATIONS and EXPERIENCE : A Bachelor’s degree in business or public administration, management, communications, public relations, marketing, psychology, conflict resolution or other consumer-related fields, or equivalent number of years’ experience; Three years of customer service experience; Communication Proficiency; Customer / Client Focus; Decision Making; Problem Solving / Analysis; Strategic Thinking.