Folsom, CA

Job Details

Level
Experienced

Job Location
Headquarters (Folsom) - Folsom, CA

Remote Type
Fully Remote

Position Type
Full Time

Education Level
2 Year Degree

Travel Percentage
Negligible

Job Category
Customer Service

Position Title: SQR - Support Quality Representative
Department: Customer Experience
Reports To: Support Quality Manager
Job Type: Full-time, Hourly
Location: Remote, US
Time Zone: N/A
FLSA Status: Non- Exempt

Overview:

The Support Quality Representative is responsible for performing quality control checks on our Contact Center representatives which include inbound and outbound Customer Service as well as inbound Technical Support; and coach those representatives to help drive a seamless and world-class customer experience.

Key Responsibilities:

• Audit service and support telephone calls
• Coach customer service representatives on call handling
• Audit service and support tickets within the ticketing system
• Work with Quality Manager to collate and analyze call and ticket data
• Help track key quality metrics for the team
• Enforce adherence to process and scripts
• Advocate for a seamless customer experience through their support journey

Skills & Abilities:

• Good computer skills
• Excellent customer service and people skills
• Strong organization skills
• Process-driven with attention to detail
• Ability to critique others' work in a constructive manner
• Familiarity with cloud-based ticketing systems and ticket lifecycle
• Communicate clearly and effectively both verbally and in writing
• Ability to work remotely in an effective manner

Preferred Skills:

• Experience with Salesforce Service Cloud

Education & Experience:

• Associates degree or 2-5 years relevant experience
• Insurance and/or payments experience preferred
• Previous customer service experience preferred

Desired Traits:

Growth Mindset, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

Company Profile:
One Inc provides insurance companies a digital payments platform designed to maximize retention of the new generation of policyholders-while reducing security risks and minimizing payment processing costs. One Inc has become the fastest growing digital payments platform in the insurance industry, and now manages more than $20 billion a year in payments for customers. Our talented, ambitious, and innovative team of professionals work collectively to disrupt, pioneer, add value, to solve challenges for our customers and their insureds.

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.