Customer Service Quality

At Batesville, you will be a part of a dynamic team committed to excellence and innovation. A recognized leader in the death care industry in North America, we are committed to our mission of helping families honor the lives of those they love®. We are currently seeking a Customer Service Quality Lead to join our team.

Your Role at Batesville:

As a Customer Service Quality Lead, you will be responsible that the team delivers a consistent and quality customer experience, with first contact resolution. This individual will be responsible for the new hire training and ensure there is a continuous improvement of skills in the team.  Maintaining the team’s knowledge repositories and a common communication platform will be key to our success.  Managing the talent life cycle will also be a key responsibility. 

How You’ll be Rewarded: 

• Batesville is a family. You will be part of a family of highly committed associates who are passionate about our company, committed to our customers and excited about our future.
• Competitive pay
• IMMEDIATE ELIGIBILITY – Comprehensive medical, dental and vision insurance, as well as prescription coverage, short-term disability, Employee Assistance Program (EAP), and more.
• Generous 401K Matching Program
• Paid time off
• Opportunities for development and advancement

What You’ll Do:

• Responsible for the team’s quality metrics for interactions and transactions, with the goal of improving performance of first contact resolution and a great customer experience. Data is used to prioritize training, updates to knowledge repositories, and process improvements opportunities.
• Responsible for the new hire training, as well as ongoing team training to ensure quality of work. Reinforces the Carew’s Creating Extraordinary Customer Experiences training. 
• Responsible for team knowledge repositories for each reference of current information.
• Responsible for coordinating key messaging that aligns with Marketing’s key messaging to grow market share.
• Responsible for hiring, performance management, skill development and coaching, and payroll.
• Other duties may be assigned.

What You’ll Bring:

• Bachelor’s degree (B.S./B.A.) or equivalent from a college or university and/or and a minimum of 5 years related experience and/or training.
• Service mindset.
• Relationship-based Communications.
• Learning and Teaching agility.
• Systemic Problem Solving.
• Creation and Organization of Knowledge Repositories.
• Coaching / Persuading / Influencing.
• Innovation / Visionary.

Nice To Haves:

• Experience working in a remote setting is preferred.

Physical Requirements: 

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential functions. 

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk, and hear. The employee may occasionally be required to crouch, or lift items as heavy as 25 lbs. This job may require the employee to see with clarity at both near and far distances. 

#LI-BW1
#INDSGA