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Customer Care Quality Assurance Lead

Company: Sunbelt Rentals
Location: Charlotte
Posted on: May 28, 2023

Job Description:

Customer Care Quality Assurance Lead page is loaded Customer Care Quality Assurance Lead Apply locations Charlotte NC 28273 time type Full time posted on Posted 3 Days Ago job requisition id 2023-8942 Join Our Team!Sunbelt Rentals strives to be the customer's first choice in the equipment rental industry. From pumps to scaffolding to general construction tools, we aim to be the only call needed to outfit a job site with the proper equipment. Not only do we offer a vast fleet that ranks among the best in the industry, we pair it all with a friendly and knowledgeable staff. Our employees are our greatest asset, and although we present a comprehensive equipment offering, our expertise and service are what truly distinguish us from the competition.We pride ourselves on investing in our workforce and offer competitive benefits, as well as extensive on-the-job training for all eligible employees.As a highly successful national company, we are constantly looking for talented individuals to support our growth. If you are interested in pursuing a rewarding -career, we invite you to review our opportunities!Job Description SummaryPosition Responsibilities:

--- Perform quality checks and audits of inbound and outbound calls to ensure adherence to policies, procedures, and a high level of customer care & service
--- Complete three call reviews for each Customer Care Specialist each month, analyze trends, set coaching plan and review with management team
--- Completes audit form for each call monitored and outlines positive and opportunity areas
--- Score all calls based on set customer care criterion and company SOPs
--- Collaborate with Training & Development, local leaders, Customer Care and other teams to ensure proper grading
--- Identify and monitor trends and serve as a resource regarding quality concerns or issues. Meet with the Customer Care teams bi-weekly to review and recommend areas of improvement
--- Combine call audit reports with other KPIs and create an individual, team and department monthly and three-month rolling score card by the 1st Friday of the following month. Meet with call center management team to review monthly results by the 7th of each month.
--- Create Chat audits and KPIs
--- Perform other duties as assigned by management
Education & Experience:
--- High School graduate or GED
--- 2+ years' experience with Sunbelt
--- Prior call center experience preferred but not required
--- High-speed internet access required. Bandwidth must be able to support all responsibilities of this role including listening to and reporting on a high volume of calls
--- Must have a quite workspace conducive to focusing and completing tasks without interruptions
--- Excellent attention to detail
--- Proficient in MS Excel & MS Word
--- Excellent written and verbal communication skills
--- Can work independently, but comfortable in a team framework
--- Quick learner and tenacious researcher who can take quality to the next level
--- Strong Analytical skills- including data and metrics interpreting
--- Strong interpersonal skills
--- Detail oriented and organized
--- Strong attention to detail

Physical Demands:
Must be able to bend, squat, crouch and/or reach and lift up to 25 pounds or more, as required by the job.Some Sunbelt jobs may require driving for long periods of time, loading and unloading heavy equipment, performing work in extreme weather conditions including rain, wind or excessive temperatures and/or night and weekend work.All duties must be performed according to Sunbelt's safety policies and guidelines.Reasonable accommodations may be made to comply with ADA/ADAAA.

The above description covers the principal duties and responsibilities of the job.The description shall not, however, be construed as a complete listing of all miscellaneous, incidental or similar duties which may be required from day to day.

Sunbelt Rentals is an Equal Opportunity Employer - Minority/Female/Disabled/Veteran and any other protected groundBase Pay Range: $17.32 - 23.81Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. Please visit -for more information on our benefits and to join our Talent Network.Gear up for an exciting career!Sunbelt Rentals supports service members. Veterans encouraged to apply.If a current Sunbelt Rentals employee has referred you for an employment opportunity please notify them that you are applying for this position. In order for the employee to get a referral bonus they need to contact their regional recruiter. About Us A leader in the equipment rental industry, Sunbelt Rentals is constantly advancing the idea of how a company can best serve its customers, communities and the planet. With over 1,000 locations across North America and an expansive portfolio of products and services, we deliver solutions to support any job. Sunbelt's extensive fleet exceeds and includes general construction equipment, industrial tools, pumps, power & HVAC, trench shoring, scaffolding, remediation & restoration equipment, and more. Why Work Here? At Sunbelt Rentals, we place enormous value on the welfare and commitment of our employees as well as the superior level of service they provide for our customers. All our employees benefit from extensive on-the-job training, which is amongst the best in the industry. Our advancement opportunities are why many of our staff remain with us throughout their careers. -Sunbelt Rentals means diversity, teamwork, recognition for exceptional performance, and room to grow!We are proud to offer the following benefits:

  • Medical/Dental/Vision Insurance
  • 401(k) Retirement Plan - US
  • RRS Plan - CAN
  • Paid Parental Leave
  • Paid Holidays and Paid Time Off
  • Tuition Reimbursement
  • And many more Specialty Divisions and Market Segment Focus: Designed to serve distinct customer segments requiring a high level of technical expertise, Sunbelt Rentals offer a highly diversified product mix, as well as trained experts.
    • Climate Control Services
    • Industrial Services
    • Tools & Equipment
    • Oil & Gas Services
    • Power & HVAC Services
    • Pile Driving Services
    • Pump Solutions
    • Scaffold Services
    • Remediation and Restoration

Keywords: Sunbelt Rentals, Charlotte , Customer Care Quality Assurance Lead, Other , Charlotte, North Carolina

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