DWM - Customer Assurance Specialist (High Priority Team)

Posting expires: December 4, 2024

Salary range: $43,920 - $58,542

General Description and Classification Standards

The Customer Assurance Specialist is responsible for auditing the accuracy and timeliness of service requests on behalf of the department. Responsible for periodic review of departmental internal control procedures. Reviews business processes in order to identify and recommend process improvements that will increase efficiencies and/or accuracy of service requests, etc.

Responsible for ensuring customer service meets the established standards of excellence. Monitors performance by measuring both quality and accuracy in our department. Ensures the handling of inquiries from initiation to completion and handling of escalated requests.

Supervision Received

The direction received is very general and focuses on the end results and establishing/ensuring a positive customer service experience.

Essential Duties & Responsibilities

• Serves as a representative and a point of contact for the Command Center and Office of Customer Care and Billing Services for customer service-related concerns
• Interprets and implements quality assurance standards
• Evaluates adequacy of quality assurance standards 
• Documents internal audits and other quality assurance activities
• Analyzes data to identify areas for improvement in the quality system
• Investigates customer complaints and non-conformance issues
• Coordinates and performs site visits when necessary
• Develops, recommends and monitors corrective and preventive actions
• Prepares reports to communicate outcomes of quality activities
• Assures ongoing compliance with quality and industry regulatory requirements
• Maintains a working knowledge of all Customer Care and Billing Services policies and procedures in existing business systems related to the auditing process. Recommends changes to audit tools or methods based on policy, procedure and/or system changes
• Participates in special projects and must perform other duties as required or assigned

Decision Making

Within Department policy, recommends best processes for record-keeping, analysis, information storage, employee training and monitoring and other department operations.

Leadership provided

May lead or instruct less experienced workers in understanding the business process etc.

Knowledge, Skills, and Abilities

High school diploma or equivalent; associate degree in business or related field preferred
• Must be able to perform each essential duty satisfactorily
• Critical thinking skills and attention to detail across the value stream
• Ability to objectively focus on process/procedural adherence and customer experience
• Ability to build effective professional relationships with the leadership team to foster a collaborative approach to escalating critical issues, analysis, and action planning
• Organizational and time management skills; ability to meet deadlines and manage competing priorities
• Ability to effectively communicate in writing and verbally with all levels of the organization
• Ability to facilitate small teams in root causes analysis

Minimum Qualifications—Education and Experience

• 5 -10 years of experience resolving customer complaints in a professional setting
• Deep knowledge of processes/procedures
• Demonstrated excellence in customer service in your previous/current role
• Knowledge of spreadsheets, word processing and data entry
• Exposure to various software systems such as Enquesta, Hansen and ATLServ, etc.

Travel Requirements

Occasional travel may be required for training purposes

Preferred Education and Experience

Associate degree in business or related field and 10 years of experience resolving customer complaints in a professional setting

Licensures and Certifications

None formally required

Essential Capabilities and Work Environment

Required physical, lifting and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.