Customer Service Issue Resolution Specialist

Our Arsenault Contact Center has won award after award, including being named a Center of Excellence for five consecutive years, as well as the honor of being named one of the Top 50 Call Centers in San Diego, CA. These awards can all be attributed to the continuous support and development from the Quality Assurance team, who is now in search of a Quality Assurance Customer Feedback Specialist!

As the Quality Assurance Customer Feedback Specialist you will maintain and restore customer confidence that may have been compromised by service issues by promptly addressing any issues and resolving them to the satisfaction of the customer. You will perform analysis of service issues to improve the quality of the Back-Up Care Advantage program as well as its organizational process and procedures.

What you will be doing:

• Manage the Voice of the Customer survey process; measure and report results to management. Follow current processes to document and resolve customer issues.
• Document and resolve customer issues and complaints including ongoing interaction with the customer as needed; developing and implementing action plans for resolving the issue.
• Perform analysis on service issues to identify trends and process improvement opportunities. Recommend additional training or coaching based on results of analysis.
• Promote quality and quality initiatives throughout the organization by representing quality in taskforce teams and projects, as well as through quality-sponsored promotions.

What we hope you will bring to the role:

• Bachelors degree or equivalent experience
• Outstanding customer service skills
• Ability to work with difficult customers and de-escalate critical situations
• Excellent organizational, written, and verbal communication skills
• Strong knowledge of call center process and procedures

This role has the following employment benefits:

• Health Care
• Retirement
• Sick Leave
• Vacation
• Paid Holidays
• Disability Insurance
• Life Insurance
• Tuition Reimbursement

The compensation for this role is $45,000.