Service Quality Specialist

This is a fully remote position, open to applicants in Florida.

📋 Description

• Assess, rate, and offer constructive feedback to Customer Care Representatives through SQ Monitoring Evaluations to enhance performance, boost customer satisfaction, and evaluate First Interaction Resolution.

• Deliver verbal coaching and mentoring through various programs and office hours sessions aimed at quality enhancement.

• Supply monthly quality/MBR reporting to Customer Service leadership. (60%)

• Collaborate on team responsibilities and assist with functions such as Error Validation, Customer Effort Score, and Monthly SQ/Issue Management Reporting (IMR) Performance Trackers. Provide monthly updates and reports to department leadership. (20%)

• Assist with order entry during peak volume days when service levels require support via phone, fax, or email. (15%)

• Undertake additional duties as assigned by management. (5%)

⛳️ Requirements

• Education: High School Diploma or equivalent.

• At least 4 years of experience as a Customer Care Representative.

• Maintain an Individual Call Quality average of 95% over the past 6 months.

• Consistently meet all departmental metrics for the past 6 months.

• Exhibit outstanding written and verbal communication abilities.

• Strong interpersonal, problem-solving, and organizational skills are essential.

• Capable of thriving in a fast-paced, dynamic environment while meeting or exceeding established performance standards.

• Familiarity with overall organizational and departmental goals and objectives is required.

• Proficient in the MS Office Suite.

• Ability to create, maintain, and complete reports and deliverables in a timely manner.

• Demonstrate excellent time management and organizational skills; ability to effectively juggle multiple priorities and adapt schedules as business needs evolve.

🏝️ Benefits

• Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

• This position qualifies for participation in the Company’s long-term incentive program.

• Vacation – 120 hours per calendar year.

• Sick time – 40 hours per calendar year; for employees residing in Colorado – 48 hours per calendar year; for employees residing in Washington – 56 hours per calendar year.

• Holiday pay, including Floating Holidays – 13 days per calendar year.

• Work, Personal, and Family Time – up to 40 hours per calendar year.

• Parental Leave – 480 hours within one year of the birth, adoption, or foster care of a child.

• Bereavement Leave – 240 hours for an immediate family member; 40 hours for an extended family member per calendar year.

• Caregiver Leave – 80 hours in a 52-week rolling period.

• Volunteer Leave – 32 hours per calendar year.

• Military Spouse Time-Off – 80 hours per calendar year.