Quality Improvement Coaching Specialist

Suburban Propane • Syracuse, NY

1d • $60,415 - $69,683

About The Position

Drive Innovation in Customer Service: Become a Quality Improvement Coaching Specialist ! Are you a natural leader who thrives on helping others succeed? If so, we're looking for a forward-thinking Quality Improvement Coaching Specialist to join our team and empower customer service professionals to deliver exceptional, customer-centered support. When you join Suburban Propane, you become a part of a fast-paced and dynamic company that has been serving its employees and customers for over 95 years. As a Quality Improvement Coaching Specialist, you’ll provide comprehensive and impactful coaching to representatives across the company to enhance skills that will drive employee development and elevate customer satisfaction, growth, and retention. By collaborating closely with Area, Region, and local Customer Service Center management to implement effective coaching strategies, you will effectively foster continuous improvement within the organization and help Suburban Propane maintain its longstanding culture of excellence!

Requirements

• Bachelor's degree (B.A.) from an accredited college or university preferred.
• Minimum 3 years of quality improvement experience in a service and/or sales-oriented environment preferred.
• Training and/or coaching background desired.
• Must possess natural coaching abilities, adept at guiding and mentoring reps to achieve their highest potential.
• Must demonstrate proficiency in both oral and written communication to effectively convey ideas, provide constructive feedback, and foster positive relationships.
• Demonstrate strong problem-solving and critical thinking skills, coupled with a solution-focused attitude, and strong leadership skills to adapt to different styles and personalities, providing ongoing support and development to reps.
• Familiarity with call recording and monitoring technology for tracking performance metrics, and providing targeted feedback.
• Proficiency in Word, Excel, and PowerPoint is necessary for documenting insights, analyzing data, and delivering impactful presentations.

Responsibilities

• Provide coaching to representatives that is focused on ECE skills and the use of SMART goals to enhance employee development and improve customer satisfaction, growth, and retention.
• Collaborate with various levels of management to implement effective coaching strategies and drive continuous improvement efforts.
• Deliver constructive feedback to aid management in formulating performance improvement goals.
• Serve as a subject matter expert proficient in both Exceeding Customer Expectations and High-Performance Coaching programs, ensuring alignment with organizational goals and standards.
• Maintain detailed records of coaching sessions, evaluations, and recommendations for improvement.
• Identify and recommend strategic opportunities to elevate overall service and sales excellence.
• Provide regular reporting to communicate progress, trends, and opportunities at the Companywide, Region, and CSC levels.

Benefits

• Medical, dental, and vision (eligibility after just 30 days of employment)
• Paid time off that increases with tenure
• A 401(k) with company match and immediate vesting
• A new employee training program and many opportunities for continued learning and career development
• Disability and life insurance
• Employee recognition program
• Generous tuition assistance program
• Propane discounts, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level