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The Warranty Group is seeking a Quality and Support Lead in Rapid City, SD, to provide real-time support to internal sales agents and handle escalated customer calls. The ideal candidate should possess strong organizational skills, customer service experience, and the ability to thrive in a dynamic environment.
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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 handles 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 and provides feedback to supervisors.
Matching Summary
Match Score: 75
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The Warranty Group is seeking a Quality and Support Lead in Rapid City, SD, to provide real-time support to internal sales agents and handle escalated customer calls. The ideal candidate should possess strong organizational skills, customer service experience, and the ability to thrive in a dynamic environment.
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Salary
$23.66 - $39.06
Skills & Requirements
Must-have
Real-time support to internal agents
Handle escalated customer calls
Monitor and score agent calls
Reinforce company policies and procedures
Utilize company call recording system
Nice-to-have
Exceptional organizational skills
Function in a high-paced environment
Maintain a 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