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| Title | Customer Service Training & Quality Control Manager |
| Posted |
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| Description |
IMPORTANT: This Advertiser has requested that applicants MUST be National Residents / Valid Work Permit-holders. Other applicants need not apply.
Summary: This position isresponsible for all aspects of customer service training including new hires and current staff looking to advance to next level or requiring remedial attention as determined by
Essential Duties and Responsibilities include the following. Other duties may be assigned.
· Training 50%
o Design and implement training materials to meet the needs of the department
§ Train all New Hires to onboard as Customer Service Representatives
§ Train CSRs to transition to Account Managers
§ Train AMs to transition to Senior Account Manager
o Assist in recruitment of new CSRs
· Quality Control 25%
o Monitor Customer Service calls
o Perform trending, and formulate strategies designed to improve the overall effectiveness and quality of customer service interactions
§ Prepare monthly comprehensive trend reports that assess strengths and weaknesses of CS employee performance performance
§ Communicate with management to recommended process improvements
§ Meet with the CSRs, AMs, and SrAMs and provide feedback based on observations and metrics
o Recommend methods of improving performance and proactively prevent future problems (including Standard Operating Procedures)
· Account Management 25%
o Speak with new customers by phone (primarily through outbound calls to warm leads) and follow intake guidelines to determine if they are eligible for one of Next Step’s services
§ If yes, schedule for Step 1 Home Energy Assessment
§ If no, gather information and keep in touch with customer so that we can service them when circumstances change
o Speak with existing customers to help them understand their efficiency opportunities, qualify for subsidies from the utilities and sign contract to move forward with Next Step’s services
o Follow up with existing customers that have had our initial assessment that have not signed contracts
o Assist customers with any questions they may have regarding their recommendations
o Help customers schedule the work once they have signed their contract
o Solicit sale of new or additional services
§ Schedule Screening, Diagnostic, or Comprehensive Assessments over the phone
§ Promote Next Step’s additional home services (HVAC, windows, solar, custom remodeling, etc)
o Place and answer calls according to a set process and priority
§ Responsible for maintaining up-to-date knowledge of current government, utility, and corporate programs, rebates, and incentives and assisting customer in choosing best program(s)
o Meet daily/weekly/monthly scheduling goals for home energy assessments
o Meet daily/weekly/ monthly goals for signing contracts that will ensure Next Step Living revenue targets.
o Create and maintain customer records in Salesforce to assist with customer management, process transparency, and reporting
o Respond promptly to customer needs; Solicit customer feedback to improve service; Respond to requests for service and assistance; Meet commitments and manage difficult or emotional customer situations
o Oral Communication
o Quality
o Quantity
o While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear The employee is occasionally required to stand; walk and reach with hands and arms; Specific vision abilities required by this job include Close vision; Occasionally lift and/or move up to 10 pounds; The noise level in the work environment is usually moderate
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