Customer Service and Quality Assurance Assistant

4 days ago


Panama City Beach, Florida, United States Surfside Laundry: Panama City Beach - FL (Griffin Blvd.) Full time
Job Summary

We are seeking a highly skilled and detail-oriented Customer Service and Quality Assurance Assistant to join our team at Surfside Laundry in Panama City Beach, FL. As a key member of our customer service team, you will be responsible for maintaining high-quality support interactions with our customers, developing internal quality standards, and analyzing customer service metrics to identify areas for improvement.

Key Responsibilities
  • Maintain and develop internal quality standards to ensure exceptional customer service.
  • Assess support interactions based on established quality standards and provide meaningful feedback to agents.
  • Analyze customer service metrics to identify areas for improvement and develop strategies to enhance customer satisfaction.
  • Map the need for training and onboarding programs and initiate these projects to ensure agents have the necessary skills to provide excellent customer service.
  • Create reports that reflect agent performance and provide recommendations for improvement.
Requirements
  • Demonstrable experience in an office environment with a focus on customer service and quality assurance.
  • Excellent communication (written and verbal) and customer care skills.
  • High school diploma or equivalent.
  • Prior experience in a customer service and quality control environment required.
  • Prior experience with commercial laundry software preferred.
  • Advanced proficiency in MS Office (Word, Excel, Power Point, Outlook).


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