Service Expert Specialist 1

Company: LogistiCare
Location: Greenville
Posted on: March 23, 2020

Job Description:

The Service Expert Specialist 1 performs quality evaluations of contact center operations contacts to measure employee adherence to procedures, to detect behavior improvements, to recognize performance excellence and to identify process improvements. ESSENTIAL FUNCTIONS Maintains daily and/or weekly quality monitoring report Takes escalated calls and escalated requests via all incoming channels Identifies process and employee behavior quality improvement opportunities Collects and compiles quality data for improvement Develops, recommends and monitors corrective and preventive actions Prepares reports to communicate outcomes of quality activities Completes performance assessments for a random sample of contact center contacts to help provide data about overall performance levels and evaluation of the individual managing the contact Provides professional and constructive feedback about strengths and areas of opportunity during coaching of contact center operations resources Delivers ongoing feedback about evaluation processes to ensure appropriate capture of key points for an unparalleled customer experience POSITION QUALIFICATIONS Competency Statement(s) Accurate - Ability to perform work accurately and thoroughly Analytical Skills - Ability to use thinking and reasoning to solve a problem Communication, Oral - Ability to communicate effectively with others using the spoken word Communication, Written - Ability to communicate in writing clearly and concisely Customer Oriented - Ability to take care of the customers' needs while following company procedures. Decision Making - Ability to make critical decisions while following company procedures. Interpersonal - Ability to get along well with a variety of personalities and individuals. Problem Solving - Ability to find a solution for or to deal proactively with work-related problems Relationship Building - Ability to effectively build relationships with customers and co-workers Working Under Pressure - Ability to complete assigned tasks under stressful situations Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous Reliability - The trait of being dependable and trustworthy Education High School Graduate or General Education Degree (GED) required Experience 2 years contact center customer service experience is strongly preferred 1+ year(s) experience in a Lead, Training Specialist or Quality Monitoring position strongly preferred Skills Excellent customer service and people skills Must be able to work independently or with a team Ability to quickly learn new technology and processes Must be able to understand and follow complex instructions Read, write and understand English fluently Ability to accurately type 35wpm WORKING CONDITIONS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Requirements - Able to sit at and work on a computer for periods of time - Able to use the phone for periods of time - Able to lift up to 10 pounds and reach/bend to retrieve items in cabinets and shelves - Required to be at the work location to perform job functions - Ability to speak, hear and see for the assigned work day - Repetitive key stroke/data entry for the assigned work day - Ability to ambulate as needed for the assigned work day - Ability to meet the requirements of the Customer Service Representative job description WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Entire work time is conducted in an office environment in a controlled atmosphere building. The noise level in the work environment is usually moderate. LogistiCare is an Equal Opportunity Employer. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, Greenville , Service Expert Specialist 1, Other , Greenville, South Carolina