CoServ

Operations and Quality Specialist 1

Denton, TX

full_time

About This Job

Job Details

Description 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

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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.

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

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

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Processes pledge payments & pledge reports to the appropriate persons.

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

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Maintains daily reports and sends to appropriate personnel.

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Abides by department standards.

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

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

Secondary Position Responsibilities

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Attends training & meetings as needed or required.

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Attends safety meetings involving safe office procedures.

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

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Performs other duties and activities as directed.

Supervisory Responsibilities

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None

Position Requirements Education and Certifications Required

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High School Diploma or G.E.D equivalency.

Education And Certifications Preferred

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None

Experience Required

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Minimum one year call center experience.

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Proven performance record in all standards measured.

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Ability to effectively communicate both orally and in writing.

Experience Preferred

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Knowledge of Excel and Word.

Skills And Abilities Required

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

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Must use good grammar.

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Ability to learn effective use of various software applications.

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Ability to multi-task

Skills And Abilities Preferred

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None

Physical Requirements

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

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Indoor, office environment.

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Ability to lift a minimum of 25 pounds.

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Ability to drive occasionally as needed.

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Ability to sit for long periods of time.

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

Other Requirements

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None

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