Customer Service Quality Surge Specialist

📋 Description

• Accountable for assessing and analyzing interactions conducted by Customer Service Surge Representatives to guarantee that each customer engagement adheres to the high standards of precision and professionalism necessary for intricate child support inquiries.

• Serve as a custodian of service quality by overseeing the performance of Customer Service Surge Representatives (CSRs) and pinpointing areas that require enhancement.

• Conduct regular and random audits of recorded calls and chats to assess CSR compliance with federal and state child support regulations, legal guidelines, and agency standards.

• Offer constructive and actionable coaching to CSRs based on evaluations to enhance their communication abilities, technical accuracy, and capacity to manage hostile or challenging inquiries.

• Detect recurring problems or knowledge gaps from audits and compile comprehensive reports for management aimed at fostering process improvements and targeted training initiatives.

⛳️ Requirements

• High school diploma or its equivalent.

• A minimum of two years of prior experience in quality assurance, call monitoring, auditing, customer service, or a related field.

• Experience in an operational role that included supervising or stepping in as a manager during the absence of management personnel.

• Proficient in using standard computer peripherals such as keyboards, mice, and 10-key pads to ensure smooth navigation of case management systems.

• Familiarity with software applications including Microsoft Word, Excel, and various other Windows programs.

• Must be fluent in English.

🏝️ Benefits

• We provide the equipment.

• Work from home!

• Paid training.

• Set schedule: Monday - Friday between 8:00am CT- 6:00pm CT.

• Accrue PTO starting day 1.

• Benefits effective after 30 days of employment.

• 401(k) - Employer contribution after 1 year.

• Gym Membership Reimbursements.

• Career Growth Opportunities.

• Exciting, Fun and Supportive Virtual Work Environment.

• Coworkers Who Feel Like Family.