Job Details
Level
Experienced
Job Location
Remote – Anywhere in US – Folsom, CA
Remote Type
Fully Remote
Position Type
Full Time
Description
Position Title: SQR Support Quality Representative
Department: Customer Experience
Reports To: Support Quality Manager
Job Type: Full-time, Hourly
Location: Remote, US OR Folsom, CA
Time Zone: N/A
FLSA Status: Non- Exempt
Overview:
The Support Quality Representative is responsible for performing quality control checks on our Contact Center representatives which include inbound and outbound Customer Service as well as inbound Technical Support; and coach those representatives to help drive a seamless and world-class customer experience.
Key Responsibilities:
Audit service and support telephone calls
Coach customer service representatives on call handling
Audit service and support tickets within the ticketing system
Work with Quality Manager to collate and analyze call and ticket data
Help track key quality metrics for the team
Enforce adherence to process and scripts
Advocate for a seamless customer experience through their support journey
Skills & Abilities:
Good computer skills
Excellent customer service and people skills
Strong organization skills
Process-driven with attention to detail
Ability to critique others work in a constructive manner
Familiarity with cloud-based ticketing systems and ticket lifecycle
Communicate clearly and effectively both verbally and in writing
Ability to work remotely in an effective manner
Preferred Skills:
Experience with Salesforce Service Cloud
Education & Experience:
Associates degree or 2-5 years relevant experience
Insurance and/or payments experience preferred
Previous customer service experience preferred
Desired Traits:
Growth Mindset, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development
Company Profile:
One Inc provides insurance companies a digital payments platform designed to maximize retention of the new generation of policyholderswhile reducing security risks and minimizing payment processing costs. One Inc has become the fastest growing digital payments platform in the insurance industry, and now manages more than $15 billion a year in payments for customers. Our talented, ambitious, and innovative team of professionals work collectively to disrupt, pioneer, add value, to solve challenges for our customers and their insureds.
One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.
Qualifications
Skills & Abilities:
Good computer skills
Excellent customer service and people skills
Strong organization skills
Process-driven with attention to detail
Ability to critique others work in a constructive manner
Familiarity with cloud-based ticketing systems and ticket lifecycle
Communicate clearly and effectively both verbally and in writing
Ability to work remotely in an effective manner
Preferred Skills:
Experience with Salesforce Service Cloud
Education & Experience:
Associates degree or 2-5 years relevant experience
Insurance and/or payments experience preferred
Previous customer service experience preferred