Operations and Quality Specialist 1

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

• 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.
• Facilitates the fulfillment of “SmartHub Service Orders” for new service, transfer of service, and service disconnection.
• Monitors CCS calls and evaluates from a quality and technical skill perspective.
• Processes pledge payments & pledge reports to the appropriate persons.
• Maintains records by ensuring that documents are completed and filed according to policy and procedures.
• Maintains daily reports and sends to appropriate personnel.
• Abides by department standards.
• Complies with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor.
• Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to Tech Support.

Secondary Position Responsibilities

• Attends training & meetings as needed or required.
• Attends safety meetings involving safe office procedures.
• Attends and facilitates call quality calibration sessions with Customer Care leadership.
• Performs other duties and activities as directed.

Supervisory Responsibilities

• None

Position Requirements

Education and Certifications Required

• High School Diploma or G.E.D equivalency.

Education and Certifications Preferred

• None

Experience Required

• Minimum one year call center experience.
• Proven performance record in all standards measured.
• Ability to effectively communicate both orally and in writing.

Experience Preferred

• Knowledge of Excel and Word.

Skills and Abilities Required

• Ability to use basic office equipment (10-Key, Computer, etc.)
• Must use good grammar.
• Ability to learn effective use of various software applications.
• Ability to multi-task

Skills and Abilities Preferred

• None

Physical Requirements

• Operates office equipment such as a computer, telephone, fax machine, copier, etc.
• Indoor, office environment.
• Ability to lift a minimum of 25 pounds.
• Ability to drive occasionally as needed.
• Ability to sit for long periods of time.
• Requires frequent sitting, standing, walking, bending, and reaching.

Other Requirements

• None

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)