Customer Service - Quality Assurance Specialist in Forest Hill, MD at ARS

Date Posted: 5/23/2018

Job Snapshot

Job Description

Company: Blue Dot

Blue Dot Services of Maryland is seeking a Quality Assurance Specialist that serves as the company’s management representative working with internal and external customers to investigate and correct customer issues and/or complaints. The QAS is responsible for maintaining the Company as an industry leader in customer satisfaction by ensuring prompt resolution of reported problems relating to quality and/or the overall customer experience.


(NOTE: The duties listed below are examples of the variety and general nature of those performed by employees in this job title. The list is descriptive only and should be used for no other purpose. Management retains the right to add or to change the duties of a position at any time. Incumbents are frequently cross-trained and may perform any combination of the following duties/responsibilities. These duties are not to be construed as exclusive or all-inclusive.)

♦ Receives incoming telephone call from customers and enters customer data into the computer.

♦ Responds to customer concerns related to price discrepancies, damages, quality of service or any other service related issue.

♦ Investigates customer complaints by talking with all parties involved and reviewing all information as necessary.

♦ Expedites and coordinates with team members and management to resolve problems and customer issues. Coordinates with outside vendors/contractors, if necessary, to schedule appointments associated with resolving issue.

♦ Responsible for resolving customer issues by negotiating fair resolutions.

♦ Attend regular conference calls to discuss best practices related to customer service.

♦ Work in conjunction with the Director of Quality Assurance and the Corporate Customer Relations department to resolve any complaints escalated to the Corporate Office.

♦ Responsible for gathering and communicating information to the General Manager and/or the legal department to respond and resolve any BBB or government agency complaints.

♦ Responsible for following-up on calls populated in the Concern tool within 24 hours.

♦ Listens and responds to customers while documenting telephone conversations.

♦ Notifies customer of estimated time of arrival, if applicable, and may dispatch technician to appointment and/or schedule outside vendor/contractor.

♦ Mails apology letters, refunds and certificates to customers or take other actions depending on the severity of the issue.

♦ Gathers data and statistics to create reports.

♦ Follow up after issue resolution to insure customer satisfaction.

♦ Identifies and implements continuous improvement initiatives by analyzing and implementing enhancements to current customer service systems and processes.

♦ Researches complex issues and communicates with departmental personnel to resolve discrepancies.


Job Requirements


A High School diploma and 3-5 years of customer service experience required. Related experience and/or advanced training or any equivalent combination of education and experience may be substituted. Must be computer literate with knowledge of Microsoft Office products. Must be able to create and interpret spreadsheets, reports, and operate general office machines. Strong communication, leadership and interpersonal skills are required.


ARS-Rescue Rooter is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, ARS-Rescue Rooter may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.


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