Operations and Quality Specialist 1

Position Summary

The Operations & Quality Specialist 1 oversees several supporting functions. The Operations & Quality Specialist is highly engaged with CCSs, meter automations, field technicians, and management in a prompt, pleasant and courteous manner.

Primary Position Responsibilities

- Operations & Quality Specialist 1works several support tasks which include but not limited to the list below. Operations & Quality Specialist 1 will be asked to understand and work at least 2 of these items listed below as business requires.

- Facilitates the fulfillment of “SmartHub Service Orders” for new service, transfer of service, and service disconnection.

- Monitors CCS calls and evaluates from a quality and technical skill perspective.

- Processes pledge payments & pledge reports to the appropriate persons.

- Maintains records by ensuring that documents are completed and filed according to policy and procedures.

- Maintains daily reports and sends to appropriate personnel.

- Abides by department standards.

- Complies with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor.

- Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to Tech Support.

Secondary Position Responsibilities

- Attends training & meetings as needed or required.

- Attends safety meetings involving safe office procedures.

- Attends and facilitates call quality calibration sessions with Customer Care leadership.

- Performs other duties and activities as directed.

Supervisory Responsibilities

- None

Position Requirements

Education and Certifications Required

- High School Diploma or G.E.D equivalency.

Education and Certifications Preferred

- None

Experience Required

- Minimum one year call center experience.

- Proven performance record in all standards measured.

- Ability to effectively communicate both orally and in writing.

Experience Preferred

- Knowledge of Excel and Word.

Skills and Abilities Required

- Ability to use basic office equipment (10-Key, Computer, etc.)

- Must use good grammar.

- Ability to learn effective use of various software applications.

- Ability to multi-task

Skills and Abilities Preferred

- None

Physical Requirements

- Operates office equipment such as a computer, telephone, fax machine, copier, etc.

- Indoor, office environment.

- Ability to lift a minimum of 25 pounds.

- Ability to drive occasionally as needed.

- Ability to sit for long periods of time.

- Requires frequent sitting, standing, walking, bending, and reaching.

Other Requirements

- None

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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