Customer Service Specialist

Customer Service Specialist

Evaluates, develops, and aligns processes both in-house and with suppliers regarding Quality Assurance practices. Complete random audits on suppliers to ensure the quality of service being provided is meeting standards. Analyzes quality monitoring results and provides feedback to the stakeholders on improvements that need to be made. Recommends processes for review, re-design or enhancement based on findings.

Collaborate and validate Supplier Quality Assurance (QA) processes. Act as a SME for Supplier QA calibrations to resolve alignment issues. Deep-dive analysis into QA results, identifying opportunities to drive better center performance. Random auditing of contacts in order to assess customer experience and identify trends or regulatory concerns. Work with vendor to design, approve, and implement operational changes, including continuous improvement objectives. View Outage leader (storm role)

Bachelor's degree from an accredited institution or equivalent experience. Minimum 8+ years experience within a customer service environment. Strong attention to detail. Demonstrated strong work ethic and exceptional levels of accountability and self-drive. Excellent oral, written, and interpersonal communication skills. Experience with quality monitoring of multi-channel contact types. Strong knowledge of contact center processes. Demonstrated ability to work well in a team environment. Dedication to providing exceptional customer service.

Arkansas-Little Rock Arkansas: Little Rock. All Other Jobs. Professional. Up to 25% travel. An Equal Opportunity Employer, Minority/Female/Disability/Vets. The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.