Customer Service Quality Specialist
Lennox International•Stuttgart, AR
•$57,000 - $75,000•Hybrid
About The Position
The Customer Service Quality Specialist monitors and evaluates customer service interactions to help ensure consistent service quality and compliance with established standards. This role provides feedback to support employee development, documents quality trends, and assists management by identifying opportunities for continuous improvement.
Requirements
- High school diploma or an equivalent combination of education and experience.
- At least 4 years of related experience.
- Excellent written and verbal communication skills.
- Extensive knowledge of the organization's products and services.
- Knowledge of customer service principles and processes, including customer needs assessment, quality standards, and customer satisfaction evaluation.
Responsibilities
- Monitor and evaluate inbound and/or outbound customer service calls.
- Document quality observations, performance measures, and areas for improvement.
- Provide feedback to support coaching and employee development.
- Assist with the formal education and feedback process for customer service representatives.
- Help develop and maintain call monitoring standards.
- Serve as a subject matter expert when needed.
- Provide quality-related information and recommendations to management.
- Work closely with Operations, Engineering, Supply Chain, and Customer Service to improve customer satisfaction.
- Participate in problem-solving activities using 8D, 5 Why, Fishbone, and other quality methodologies.
- Monitor customer quality KPIs including complaints, PPM, warranty trends, and response time.
- Travel approximately 20% to customer sites, distribution centers, suppliers, or other company locations as required.
- Verify effectiveness of corrective and preventive actions.
Benefits
- tuition reimbursement
- medical, dental, and vision insurance
- prescription drug coverage
- 401(k) retirement plan
- short-term disability insurance
- 8 weeks paid birthing leave
- 2 weeks paid bonding leave
- life and long-term disability insurance
- up to: 12 days paid time off
- 2 paid well-being days
- 1 paid volunteer day
- 12 paid holidays
- 3 floating holidays per year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
