Customer Service Specialist - Little Rock, AR

Customer Service Specialist - Little Rock, AR

Attention Military Affiliated Job Seekers - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please follow the next steps.

Job Summary / Purpose : Evaluates, develops, and aligns processes both in-house and with Suppliers regarding Quality Assurance practices. Complete random audits on Suppliers to ensure the quality of service being provided is meeting standards. Analyzes quality monitoring results and provides feedback to the stakeholders on improvements that need to be made. Recommends processes for review, re-design or enhancement based on findings.

Job Duties / Responsibilities :

• Collaborate and validate Supplier Quality Assurance (QA) processes
• Act as a SME for Supplier QA calibrations to resolve alignment issues
• Deep-dive analysis into QA results, identifying opportunities to drive better center performance
• Random auditing of contacts in order to assess customer experience and identify trends or regulatory concerns
• Work with vendor to design, approve, and implement operational changes, including continuous improvement objectives
• View Outage leader (storm role)

Minimum Education Required : High School / GED

Job Category : Customer Service

Additional Qualifications / Responsibilities :

Minimum Requirements : Bachelor's degree from an accredited institution or equivalent experience. Minimum experience required of the position CSS II : 8+ years experience within a customer service environment CSS Senior : 10+ years experience within a customer service environment. Preferred : Quality monitoring experience within the utility environment. Experience handling all call types, Consumer, Service Initiation, Technical, Credit, Irrigation, and Business. Experience in the role of the representative (e.g., CCR) is strongly desired as the incumbent is then familiar with the processes they are evaluating. Minimum knowledge, skills and abilities required of the position 1. Exceptional listening and analytical skills. 2. Strong attention to detail. 3. Demonstrated strong work ethic and exceptional levels of accountability and self-drive. 4. Excellent oral, written, and interpersonal communication skills. 5. Experience with quality monitoring of multi-channel contact types. 6. Strong knowledge of contact center processes. 7. Demonstrated ability to work well in a team environment. 8. Dedication to providing exceptional customer service. Any certificates, licenses, etc. required for the position None

City : Little Rock

State : Arkansas

Job Code : CustomerService CustomerService

Company : Entergy