Job Description

We are looking for someone with a combination of customer service and quality assurance experience to ensure customers receive excellent service and that the products or services meet or exceed established standards.

Job Duties:

• Address customer inquiries, concerns, and issues via various channels such as phone, email, chat, or in-person.
• Provide accurate and timely information to customers.
• Investigate and resolve customer complaints or issues promptly and professionally.
• Work towards finding satisfactory solutions to customer concerns.
• Communicate effectively with customers, ensuring clarity and understanding.
• Offer assistance and guidance to customers throughout their interaction with the company.
• Assist customers with order placement, tracking, cancellations, and modifications.
• Ensure accuracy in order processing and fulfillment.
• Develop and maintain quality standards for products or services.
• Ensure that customer service practices align with quality standards.
• Monitor customer service interactions (calls, emails, chats) for adherence to quality standards.
• Provide constructive feedback to customer service representatives.
• Conduct regular audits of customer service processes to ensure compliance with established procedures.
• Identify opportunities for process improvement.
• Document and maintain records of quality assurance activities.
• Generate reports on performance metrics and key quality indicators.
• Ensure that customer service practices comply with relevant regulations and industry standards.
• Stay informed about changes in regulations affecting customer service.

REQUIREMENTS:

• Knowledge of grievences.
• Excellent verbal and written communication skills.
• High School Diploma
• Knowledgable and comfortable using software including Microsoft Office and Excel.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.