Operations and Quality Specialist 1

CoServ


Date: 2 weeks ago
City: Denton, TX
Contract type: Full time
Job Details

Description

Position Summary

The Operations & Quality Specialist 1 oversees several supporting functions. The Operations & Quality Specialist is highly engaged with CCSs, meter automations, field technicians, and management in a prompt, pleasant and courteous manner.

Primary Position Responsibilities

  • Operations & Quality Specialist 1works several support tasks which include but not limited to the list below. Operations & Quality Specialist 1 will be asked to understand and work at least 2 of these items listed below as business requires.
  • Facilitates the fulfillment of “SmartHub Service Orders” for new service, transfer of service, and service disconnection.
  • Monitors CCS calls and evaluates from a quality and technical skill perspective.
  • Processes pledge payments & pledge reports to the appropriate persons.
  • Maintains records by ensuring that documents are completed and filed according to policy and procedures.
  • Maintains daily reports and sends to appropriate personnel.
  • Abides by department standards.
  • Complies with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor.
  • Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to Tech Support.

Secondary Position Responsibilities

  • Attends training & meetings as needed or required.
  • Attends safety meetings involving safe office procedures.
  • Attends and facilitates call quality calibration sessions with Customer Care leadership.
  • Performs other duties and activities as directed.

Supervisory Responsibilities

  • None

Position Requirements

Education and Certifications Required

  • High School Diploma or G.E.D equivalency.

Education And Certifications Preferred

  • None

Experience Required

  • Minimum one year call center experience.
  • Proven performance record in all standards measured.
  • Ability to effectively communicate both orally and in writing.

Experience Preferred

  • Knowledge of Excel and Word.

Skills And Abilities Required

  • Ability to use basic office equipment (10-Key, Computer, etc.)
  • Must use good grammar.
  • Ability to learn effective use of various software applications.
  • Ability to multi-task

Skills And Abilities Preferred

  • None

Physical Requirements

  • Operates office equipment such as a computer, telephone, fax machine, copier, etc.
  • Indoor, office environment.
  • Ability to lift a minimum of 25 pounds.
  • Ability to drive occasionally as needed.
  • Ability to sit for long periods of time.
  • Requires frequent sitting, standing, walking, bending, and reaching.

Other Requirements

  • None

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