Quality Assurance Specialist - Customer Relations in Jacksonville, FL at ARS

Date Posted: 10/18/2018

Job Snapshot

Job Description

Company: ARS/Rescue Rooter

Florida Home Air Conditioning 

Quality Assurance Specialist - Customer Relations

Schedule: Full Time with opportunity for overtime. Monday - Friday with some weekend hours.  

In this key customer care role, the Quality Assurance Manager will handle telephone calls and correspondence from customers who have questions and/or concerns that escalate in regards to an interaction they have had with ARS, Florida Home AC. 

Beyond a passion for customer service and the ability to communicate effectively, this role requires excellent organizational, verbal, writing and keyboarding skills. Ability to determine initial root cause for situations in efforts to work alongside GM and Line Managers to ensure a proper action plan for improving customer experience and purpose solutions.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • 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.
  • Observes all safety and Company rules and regulations in the performance of duties.
  • Other duties as assigned.

Job Requirements

MINIMUM EDUCATION/EXPERIENCE:

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.

(ADA) MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS

LANGUAGE SKILLS: Requires the ability to read and comprehend a variety of informational documentation, accounting methods, procedures and correspondence. Requires the ability to write correspondence with proper format, punctuation, spelling and grammar. Requires the ability to effectively communicate with customers and employees using correct English and a well-modulated voice. Requires good voice quality that is conversational and professional. Requires the ability to follow verbal and written instructions, guidelines and objectives. Must have good listening and comprehension skills in response to customer interaction requiring empathetic response in addition to reasoning and issue resolution.

NUMERICAL APTITUDE: Must be able to add, subtract, multiply and divide, using whole numbers, common fractions, percentages and decimals.

REASONING ABILITY: Requires the ability to apply common-sense understanding to carry out general written or oral instructions. Must be able to deal with problems involving a few concrete variables in standardized situations. Requires effective judgment, tact and diplomacy.

MANUAL DEXTERITY: Requires the ability to use a variety of office machines and equipment. Must have average levels of eye/hand/foot coordination.

PHYSICAL DEMANDS: Must be physically able to operate computers, calculators, copy machines, facsimile machines and other general office equipment. Extensive use of computer monitor, keyboard and calculator is required. Specific visual abilities required by this job include close vision, distance vision and color vision for extensive reading and interpretation of graphs, charts and/or spreadsheets. Physical demand requirements are at levels for sedentary work. Must be able to use body members to sit, move and lift or carry objects or materials weighing up to 20 pounds.

PHYSICAL COMMUNICATION: Must have the ability to talk (expressing and/or exchanging ideas by means of spoken words) and hear (perceiving sounds of nature by ear).

ARS-Rescue Rooter, Florida Home AC, 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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