What are the responsibilities and job description for the Quality Assurance Specialist position at ARS-Manassas?
Quality Assurance Specialist / Call Center
ARS Rescue Rooter is seeking a Quality Assurance Specialist to join our award-winning team in Manassas. The Quality Assurance Specialist is responsible for communication and resolution of escalated customer issues throughout the branch. The individual selected for this role will work with the partnership of each department to resolve complaints. Key objective is customer satisfaction and retention. Ensuring that customer complaints are handled, managed, and addressed, and resolved in a timely and successful manner.
What ARS Rescue Rooter can offer YOU:
- Great hourly pay and opportunity for professional GROWTH
- Medical, Dental and Vision Insurance options
- Company-paid HealthiestYou.com subscription – Teledoc service
- 401(K) with company match
- Life insurance, short term and long term disability and MORE
- Flexible Spending Account
- Paid Time Off & Holidays
What you’ll do:
- Receives incoming telephone calls and outbound calls to customers.
- Enters customer data into the Customer Satisfaction tool.
- Responds to customer issues related to price discrepancies, damages, quality of service or any other service issues.
- Handle customers with care and resolve any issues and concerns
- Investigates customer complaints by talking with all parties involved and reviewing invoices as necessary.
- Resolves customer discrepancies by negotiating fair resolutions.
- Pull service records, invoices and other documentation needed.
- Performs record management by creating folders, filing and updating information as needed.
- May send mailers, surveys, thank you notes, gift certificates and other customer service correspondence.
- Makes recommendations for service, new equipment, maintenance agreements and warranties as appropriate.
- Monitor the Customer Satisfaction (CST) Tool.
- Daily communication with line managers and supervisors to keep them informed as to the status of open complaints.
- Resolving customer complaints in a timely manner.
Skills we’re seeking:
- 3 years of customer service experience.
- 2 years experience working in customer satisfaction and retention.
- Must be able to navigate our customer tracking system
- Microsoft Office knowledge is highly preferred
- Strong communication and interpersonal skills.
- Excellent written skills
Apply today with ARS!
American Residential Services provides equal employment opportunities to all individuals, both applicants and employees, without regard to race, color, religion, pregnancy, sex or gender (including gender identity and gender expression), sexual orientation, marital status, national origin or ancestry, citizenship status, disability, medical condition, genetic characteristics or genetic information, age, military service or veteran status, or any other characteristic protected by applicable federal, state or local laws prohibiting discrimination.
This posting provides details on potential commissioned compensation ranges and possibilities. These amounts are not guaranteed and should in no way be construed as a salary offer.
For more information about how we collect and use personal information, see our privacy policy on ARS.com ARS-Rescue Rooter is an Equal Opportunity Employer.
Job Type: Full-time
Pay: From $21.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work setting:
- In-person
Education:
- High school or equivalent (Required)
Experience:
- Call Center Escalations: 2 years (Preferred)
Work Location: In person