Customer Service Specialist Little Rock, AR
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Job Location:
Little Rock, AR - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
ATTENTION MILITARY AFFILIATED JOB SEEKERS- Our organization works with partner companies to source qualified talent for their open roles. The following position is available toVeterans Transitioning Military National Guard and Reserve Members Military Spouses Wounded Warriors and their Caregivers. If you have the required skill set education requirements and experience please click the submit button and follow the next steps. Unless specifically stated otherwise this role is On-Site at the location detailed in the job post.
JOB SUMMARY/PURPOSE
Evaluates develops and aligns processes both in-house and with Suppliers regarding Quality Assurance practices. Complete random audits on Suppliers to ensure the quality of service being provided is meeting standards. Analyzes quality monitoring results and provides feedback to the stakeholders on improvements that need to be made. Recommends processes for review re-design or enhancement based on findings.
JOB DUTIES/RESPONSIBILITIES
Collaborate and validate Supplier Quality Assurance (QA) processes
Act as a SME for Supplier QA calibrations to resolve alignment issues
Deep-dive analysis into QA results identifying opportunities to drive better center performance
Random auditing of contacts in order to assess customer experience and identify trends or regulatory concerns
Work with vendor to design approve and implement operational changes including continuous improvement objectives
View Outage leader (storm role)
JOB SUMMARY/PURPOSE
Evaluates develops and aligns processes both in-house and with Suppliers regarding Quality Assurance practices. Complete random audits on Suppliers to ensure the quality of service being provided is meeting standards. Analyzes quality monitoring results and provides feedback to the stakeholders on improvements that need to be made. Recommends processes for review re-design or enhancement based on findings.
JOB DUTIES/RESPONSIBILITIES
Collaborate and validate Supplier Quality Assurance (QA) processes
Act as a SME for Supplier QA calibrations to resolve alignment issues
Deep-dive analysis into QA results identifying opportunities to drive better center performance
Random auditing of contacts in order to assess customer experience and identify trends or regulatory concerns
Work with vendor to design approve and implement operational changes including continuous improvement objectives
View Outage leader (storm role)
Additional Qualifications/Responsibilities
MINIMUM REQUIREMENTS
Minimum education required of the position
Bachelors degree from an accredited institution or equivalent experience.
Minimum experience required of the position
CSS II: 8 years experience within a customer service environment
CSS Senior: 10 years experience within a customer service environment.
Preferred: Quality monitoring experience within the utility environment. Experience handling all call types Consumer Service Initiation Technical Credit Irrigation and Business. Experience in the role of the representative (e.g. CCR) is strongly desired as the incumbent is then familiar with the processes they are evaluating.
Minimum knowledge skills and abilities required of the position
1. Exceptional listening and analytical skills.
2. Strong attention to detail.
3. Demonstrated strong work ethic and exceptional levels of accountability and self-drive.
4. Excellent oral written and interpersonal communication skills.
5. Experience with quality monitoring of multi-channel contact types.
6. Strong knowledge of contact center processes.
7. Demonstrated ability to work well in a team environment.
8. Dedication to providing exceptional customer service.
Any certificates licenses etc. required for the position
None
Required Experience:
IC
Key Skills
- Design Engineering
- Baan
- Customer Service
- Fund Management
- ABAP
- Elevator
About Company
VetJobs & Military Spouse Jobs works with our employer partners to source, screen, and move qualified talent to the desktops of the Hiring Managers. Application is a two-step process, so please be patient with the team. When you submit to a position on our site your information will ... View more
