Service Quality Coordinator

Position Overview
This position’s primary focus will be on the administrative tasks involved with commercial & national account escalations utilizing the data and systems provided. Partner with internal quality team, national accounts and service quality managers to ensure services are being executed as recommended. Additionally, this position will provide document management support as well as some minor client reporting as needed on a daily or weekly basis.

Principal Responsibilities

• Provide overall support to the internal quality and national accounts teams through the administration of the escalation process.

• Administer the national accounts escalation process by triggering escalations using the data provided. * Create account escalation templates/set escalation thresholds as defined by contract or other means. * Perform daily review of follow ups and partner with national accounts/quality teams to ensure execution of escalated services. * Provide support to the field teams in the escalation closure process. * Partners with other members of quality team in the creation and maintenance of service protocols. * Collaborates with data analysts to ensure escalation reporting is accurate and current. * Generates reporting as needed for client escalation calls. * Support GoCanvas application in the administration of adding and updating new users. * Assist with projects as needed to help organize and drive continuous improvement in day-to-day activities. * All other duties as assigned.

Job Requirements
·High school diploma required; Associate’s degree preferred ·Experience with data analysis and critical thinking skills ·Advanced Excel skills ·Multi-tasking ·Pest Management experience a plus ·Process Improvement experience a plus ·High level attention to detail ·Skill in written and verbal communications ·Analytical skills ·Organization and time management, including working under deadlines ·Above average computer skills, with intermediate to advanced experience with Microsoft Office, particularly Word, Outlook, and PowerPoint
Physical Demands and Working Conditions
The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:

• Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
• Sitting for long periods of time while using office equipment such as computers, phones and etc.
• Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
• Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have:

• Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

• Inside working conditions: The change of building environment such as with or without air conditioning and heating.

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Location: Memphis, Tennessee

Job Type: Full-time