ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.
An Equal Opportunity/Affirmative Action Employer – AA/EOE/M/F/D/V
Responsible for supervising and coaching a team of associates in providing quality service for inbound and/or outbound telephone calls. Creates and maintains company monitoring standards
for call center/customer service representatives. Conducts analysis of monitoring results and provides feedback and recommendations to call center/customer service quality assurance manager.
• Monitor activities of associates as needed to insure maximum efficiency of the department
• Ensures that all policies and procedures are adhered to and call standards are met
• Reviews progress of quality assurance calls; monitors feedback and escalations
• Handles and resolves customer complaints and issues
• Ensure adherence to work schedule
• Provides coaching and call support to associates
• ServiceMaster Objectives
• Customer Orientation/Positive Impact
• Results Orientations/Sense of Urgency
• Change Mastery
• Relationship Building/Sensitivity
• Talent Development
• Problem Solving and Decision Making
• Organizing and Planning
Education and Experience Requirements
• High School Diploma or general education degree (GED); or one to two years of related experience and/or training; or equivalent combination of education and experience.
Knowledge, Skills, and Abilities
• Oral and Written Communication Skills
• Organizational Skills
• Analytical Skills
• Ability to prioritize multiple tasks
• Customer Service Skills
• Team Development Skills
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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