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

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