VetJobs
Customer Service Specialist - Little Rock, AR
VetJobs, Little Rock, Arkansas, United States, 72208
ATTENTION MILITARY AFFILIATED JOB SEEKERS: Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, 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. Completes random audits on Suppliers to ensure the quality of service being provided meets standards. Analyzes quality monitoring results and provides feedback to stakeholders on improvements needed. Recommends processes for review, redesign, 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)
Auto req ID: 459157BR
Minimum Education Required: High School/GED or Bachelor’s degree from an accredited institution or equivalent experience.
Job Category: Customer Service
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
Exceptional listening and analytical skills.
Strong attention to detail.
Demonstrated strong work ethic and exceptional levels of accountability and self-drive.
Excellent oral, written, and interpersonal communication skills.
Experience with quality monitoring of multi-channel contact types.
Strong knowledge of contact center processes.
Demonstrated ability to work well in a team environment.
Dedication to providing exceptional customer service.
Any certificates, licenses, etc. required for the position: None
City: Little Rock
State: Arkansas
Affiliate Sponsor: Entergy
Seniority level Mid-Senior level
Employment type Full-time
Job function Other
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Job Summary/Purpose Evaluates, develops, and aligns processes both in-house and with Suppliers regarding Quality Assurance practices. Completes random audits on Suppliers to ensure the quality of service being provided meets standards. Analyzes quality monitoring results and provides feedback to stakeholders on improvements needed. Recommends processes for review, redesign, 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)
Auto req ID: 459157BR
Minimum Education Required: High School/GED or Bachelor’s degree from an accredited institution or equivalent experience.
Job Category: Customer Service
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
Exceptional listening and analytical skills.
Strong attention to detail.
Demonstrated strong work ethic and exceptional levels of accountability and self-drive.
Excellent oral, written, and interpersonal communication skills.
Experience with quality monitoring of multi-channel contact types.
Strong knowledge of contact center processes.
Demonstrated ability to work well in a team environment.
Dedication to providing exceptional customer service.
Any certificates, licenses, etc. required for the position: None
City: Little Rock
State: Arkansas
Affiliate Sponsor: Entergy
Seniority level Mid-Senior level
Employment type Full-time
Job function Other
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