"Alerted.org

Customer Care Documentation & Quality Specialist

Job Details

Job Location

Unity School of Christianity - Unity Village, MO

Position Type

Full Time

Salary Range

$20.00 - $22.00 Hourly

Description

**Position Summary:** The Customer Care Documentation & Quality Specialist for the Customer Contact and Fulfillment Center is responsible for developing clear, effective procedures and training materials that help ensure consistent, high-quality service. This role focuses on writing and maintaining documentation, delivering training, and performing detailed quality assurance reviews of departmental output.

Essential Job Functions:

1. Design and administer group training and reference materials on new or updated operational procedures and requirements of the Customer Contact and Fulfillment Center.

2. Participate in direct mail and circulation committee meetings, to gather necessary data for procedures and calendars. Report on any trends.

3. Write, train, and distribute procedures for outgoing promotions.

4. Perform advanced quality assurance by reviewing all ACS output and reports.

5. Identify opportunities for process improvements and collaborate with leadership team members of the Customer Contact and Fulfillment center to implement.

6. Able to be empathetic and nonjudgmental when addressing sensitive and complex issues related to crisis situations.

7. Support Customer Care Representatives by answering questions.

8. On occasion, be able to handle sensitive subject matters with professionalism, empathy, and discretion. This may include caller circumstances involving topics such as domestic violence; trauma, abuse; suicide; death; personal health, sexual health; and other sensitive issues that may arise during communications with those individuals in crisis who reach out for prayer. Associate will be provided training on how to handle said situations should they arise.

9. Regular and reliable attendance at the worksite and adhere to assigned schedule. – _this position is_ _not_ _a remote or telecommute position unless assigned to special projects for limited durations._

10. Adhere to all company and departmental policies and procedures per the guidebook including all safety requirements including all safety guidelines.

11. Utilize electronic time management system to input time, attendance and paid off request.

Non-Essential Job Functions:

1. Serve as back-up for Application Support Specialist for creation and maintenance of promotion codes and letter writing.

2. Communicate and function as liaison to other Unity departments, as necessary

3. Complete projects remotely as assigned by Manager.

4. Back up Customer Care Specialist team and/or supervisors as needed.

Qualifications

Education:

+ High school diploma or GED equivalent

Experience:

1. Former experience in a customer service department, preferably in a call-center environment.

2. Demonstrated excellent verbal and oral presentation skills

3. Excellent organizational skills and ability to multi-task consistently.

4. Excellent communication and interpersonal skills, with the ability to effectively interact with those in crisis, as well as with individuals at all levels of the organization.

Other Requirements:

+ An active data plan with a reputable mobile service provider or a landline, ensuring reliable and secure access to the company's data center for login authentication.

Computer Skills:

+ Proficient end-user of MS Office: MS Word, MS Outlook, and MS Excel.

+ Proficient with internet research and access

+ 3-year intermediate end-user of ACS database systems with demonstrated ability to train others on application

Competency Statement(s):

+ _Leadership:_ Able to provide direction, motivation and model best practices

+ _Performance Management_ : Provide on-going staff support and improve effectiveness of individuals and teams.

+ _Values_ : Able to demonstrate commitment to the Unity core values which are honesty, trust, excellence, integrity and respect.

Work Environment & Physical Requirements

Activity

Frequency

Inside Work

Outside Work

N/A

Use of Hands/Fingers

Lifting/Carrying: Max lbs.

N/A

Climb- Stairs/Ladders

N/A

Reach (select): Overhead /Forward

N/A

Sitting/Workstation

Traveling

N/A

Exposure to Hazards

N/A

Excessive Noise

N/A

Exposure to Temperatures

N/A

Operate Computer

Talk/Communicate

Operate Company Vehicles

N/A

Taste/Smell

N/A

Standing/Walking

Stoop/Kneel/Crouch/Crawl

N/A

Read/See

Operating Company Equipment: Copier, Fax, Telephone System

Personal Protective Equipment:

N/A

N/A** **Not Applicable Activity - Not applicable to this occupation

O** **Occasionally Position requires this activity up to 0-27% of the time (02.5 or < hrs/day)

F** **Frequently Position requires this activity up to 27-61% of the time (02.5-5.5 hrs/day)

C** **Constantly Position requires this activity up to 61-100% of the time (5.5+ hrs/day)

Additional Information

**Work Environment:** Office Environment

Acknowledgment

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.