Data Assurance Lead Customer Service Dept
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Job Location:
Oceanside, CA - USA
Monthly Salary:
$ 75 - 90
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
About KBS
Kellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticalsincluding retail industrial and logistics healthcare education manufacturing and moremaintain clean efficient and welcoming spaces that support their operations. As we continue to grow were looking for team members who are dedicated reliable and ready to contribute to a culture built on respect opportunity and pride in service.
LOCATION This role is 100% remote
SALARY RANGE - $75-90K DOE
Position Summary
Responsible for ensuring consistent delivery of high-quality customer service through oversight of quality assurance issue resolution compliance and continuous improvement initiatives. This role serves as a senior point of escalation for complex customer issues monitors adherence to service standards and SLAs and partners closely with leadership training account managers and operations to improve customer outcomes and reduce repeat escalations. The Assurance Lead plays a critical role in safeguarding the customers experience by identifying systemic issues driving corrective actions and ensuring accountability across teams. This role partners closely with Customer Experience leadership to develop dashboards recurring reports and ad hoc analyses that measure performance against service level agreements (SLAs) identify trends and drive enhancements to the overall customer experience.
Job responsibilities
Education
As a full-time KBS employee (30 hours per week) you may qualify for benefits including medical dental vision prescription drugs and more!
KBS considers all applicants for employment without regard to race color religion gender sexual orientation national origin age disability gender identity and expression marital or military status or based on an individuals status in any group or class protected by applicable federal state or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.
Kellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticalsincluding retail industrial and logistics healthcare education manufacturing and moremaintain clean efficient and welcoming spaces that support their operations. As we continue to grow were looking for team members who are dedicated reliable and ready to contribute to a culture built on respect opportunity and pride in service.
LOCATION This role is 100% remote
SALARY RANGE - $75-90K DOE
Position Summary
Responsible for ensuring consistent delivery of high-quality customer service through oversight of quality assurance issue resolution compliance and continuous improvement initiatives. This role serves as a senior point of escalation for complex customer issues monitors adherence to service standards and SLAs and partners closely with leadership training account managers and operations to improve customer outcomes and reduce repeat escalations. The Assurance Lead plays a critical role in safeguarding the customers experience by identifying systemic issues driving corrective actions and ensuring accountability across teams. This role partners closely with Customer Experience leadership to develop dashboards recurring reports and ad hoc analyses that measure performance against service level agreements (SLAs) identify trends and drive enhancements to the overall customer experience.
Job responsibilities
- Monitor and evaluate customer interactions (phone email and written correspondence) to ensure adherence to service standards policies procedures and regulatory requirements.
- Collect validate and analyze customer service data from multiple systems including CRM ticketing platforms call center tools and workforce management systems.
- Design develop and maintain recurring and ad hoc reports dashboards and scorecards related to customer experience service performance productivity quality and compliance.
- Ensure compliance with internal processes contractual obligations and customer experience best practices.
- Identify trends gaps and risks impacting customer satisfaction and operational performance through data analysis and visual storytelling.
Maintain detailed documentation of findings corrective actions and follow-up outcomes. - Serve as the primary escalation point for complex or unresolved customer complaints and service failures.
- Assess issues accurately triage based on urgency and impact and ensure timely resolution in alignment with departmental goals.
- Track unresolved complaints and direct outstanding issues to appropriate internal resources for resolution.
- Ensure complaints are resolved to the customers satisfaction and that root causes are addressed to prevent recurrence.
- Coordinate with internal departments including operations field managers strategic account managers and leadership to resolve customer issues and project scheduling concerns.
- Escalate projects requiring crew assignments or leadership intervention via executive or weekly reporting mechanisms.
- Partner with training and leadership teams to address performance gaps identified through assurance reviews.
- Prepare and present regular reports on assurance findings trends and recommendations to leadership.
- Recommend and support implementation of process improvements to enhance efficiency service quality and customer retention.
- Minimum of 35 years of experience in customer experience quality assurance customer service leadership or a related role.
- Demonstrated experience handling complex customer issues.
- Strong working knowledge of customer service metrics SLAs and quality assurance methodologies.
- User Interface and SQL experience
- Strong analytical skills with the ability to identify trends root causes and corrective actions.
- Proficiency with CRM systems work order systems and standard business software.
- Familiarity with compliance audit or assurance frameworks.
- Proven ability to influence cross-functional teams without direct authority.
- Facilities Maintenance industry a plus
- Microsoft Office programs to include but not limited to Word Excel PowerPoint and Outlook with an emphasis on Excel (VLOOKUP Pivot Tables Graphs etc.)
Education
- High school diploma or equivalent required; associates or bachelors degree preferred.
As a full-time KBS employee (30 hours per week) you may qualify for benefits including medical dental vision prescription drugs and more!
- Paid Time Off
- Paid Holidays
- Sick Time
- Life Insurance
- Short Term Disability Employer paid
- Long Term Disability
- Supplemental Health Insurance (E.G. Accident)
- 401k plan with a match or Non-qualified Deferred Compensation Plan
- Pet Insurance
- PerkSpot Discount Program discounts on travel gyms cell phones restaurants auto apparel & electronics
KBS considers all applicants for employment without regard to race color religion gender sexual orientation national origin age disability gender identity and expression marital or military status or based on an individuals status in any group or class protected by applicable federal state or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.
Required Experience:
Senior IC
About Company
KBS clients raise standards and lower costs by providing essential facility services at more than 100,000 client locations nationwide.
