Quality and Support Lead
About The Position
This role supports the organization’s extended warranty contract Sales business by providing immediate support to internal agents to answer questions, resolve escalated customer calls, and monitor and score agent calls for quality assurance. This job requires exceptional organizational skills and an ability to function in a high paced environment to perform effectively in a small team environment. It is essential that this position maintains a high level of professionalism and can work with the customers we service and support the staff as needed to be successful.
Requirements
- High school diploma or GED
- One-year previous internal Sales and billing phone call experience or equivalent outside experience
- At least 2 years customer service experience
- Ability to handle escalated customers
- Able to work 8-hour shift/40 hours a week/between the hours of 6:00 am - 6:00 pm MST
- Must be within distance to our Rapid City, SD location.
Responsibilities
- Manages multiple questions at one time to provide real time support and assistance to internal sales agents to answer questions and give guidance on calls
- Handle real time escalated customer calls for immediate customer resolution.
- Reinforces company policies and procedures to enhance agent knowledge to provide efficient customer resolution.
- Retrieves calls from voicemail box that requires in-depth research and customer follow up for customer resolution
- Reports patterns in questions or training opportunities needed to improve procedures or agent development.
- Flexible in an ever-changing work environment; may need to change focus often; ability to respond quickly to requests.
- Self-development: Actively participates in educational opportunities and research as needed to continue improving skill set
- Utilize company call recording system to listen to, monitor and score two calls per week per agent to report quality assurance.
- Provides feedback to supervisors
- Tracks and reports weekly recorded call scores
- Liaison to management team to report Kudos calls and monitored call concerns
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
