Quality And Support Lead

Assurant Inc

Rapid City, SD, US
Base: $23.66 - $39.06; bonus/equity: not specified...
Real-time support for sales agents
Handle escalated customer calls
Monitor and score agent calls
This role supports the organization’s extended warranty contract Sales business by providing immediate support to internal agents to answer questions, resolve escalated customer calls, and monitor and score agent calls for quality assurance

Job Summary

  • This role supports the organization’s extended warranty contract Sales business by providing immediate support to internal agents to answer questions, resolve escalated customer calls, and monitor and score agent calls for quality assurance.
  • Manages multiple questions at one time to provide real time support and assistance to internal sales agents to answer questions and give guidance on calls and handle real time escalated customer calls for immediate customer resolution.
  • Utilize company call recording system to listen to, monitor and score two calls per week per agent to report quality assurance.

Matching Summary

This role supports the organization’s extended warranty contract Sales business by providing immediate support to internal agents to answer questions, resolve escalated customer calls, and monitor and score agent calls for quality assurance.

Salary

Base: $23.66 - $39.06; Bonus/Equity: Not specified; Benefits: Not specified

Skills & Requirements

Must-have

  • Real-time support for sales agents
  • Handle escalated customer calls
  • Monitor and score agent calls
  • Reinforce company policies and procedures
  • Retrieve calls from voicemail
  • Report patterns in questions

Nice-to-have

  • Exceptional organizational skills
  • Function in a high-paced environment
  • Maintain high level of professionalism
  • Flexible in an ever-changing work environment
  • Actively participates in educational opportunities

Key Requirements

  • High school diploma or GED
  • One-year previous internal Sales and billing phone call experience
  • At least 2 years customer service experience
  • Ability to handle escalated customers
  • Able to work 8-hour shift/40 hours a week
  • Must be within distance to our Rapid City, SD location

Work Rights

Not specified

Tailored Resume

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