Customer Service | Quality Coach
Job description
Overview
The purpose of a Quality Coach is to instruct, encourage, and inspire the CSRs to meet and exceed their Standards of Excellence, thus promoting continuous improvement no matter where they stand. This is accomplished by giving constructive feedback, coaching, and leading by example. CSRs will likely view you in a mentoring role. As such, it is imperative that you keep and maintain the highest standards of professionalism. The quality coach meets with team members on a regular basis to provide feedback and correction when needed.
ResponsibilitiesAs a Customer Service - Quality Coach, you will:
- Pull monthly resident interactions (calls/chats/emails) and provide scoring and feedback
- Provide live coaching feedback to team members to gauge their performance
- Handle client complaints from other departments, review complaints, and provide followup info
- Perform monthly calibration meetings to ensure scoring is in consensus with leadership
- Update KB articles as required due to changes in call policy and procedures
- Provide additional trainings as needed
- Provide email/chat support as volume dictates
- Any additional responsibilities added due to department changes
Skills mentioned
What began in 2000 as a humble venture with just two employees and a single client has blossomed into the largest utility management provider in the United States. This is the story of Conservice, a journey of relentless growth and innovation. Founded in Logan, Utah, by Dave Jenkins, the company was born from a vision to simplify the complexities of utility management for property owners. In its early years, Conservice focused on establishing its core services, and by 2003, it was already expanding its offerings to include the installation of meters for more accurate tracking of resident utility usage. This marked the beginning of a period of rapid expansion, as the company ventured into the Student Housing market in the same year. The year 2005 was a pivotal moment with the introduction of 'Synergy,' a solution designed to help clients save money through meticulous invoice audits, bill payments, and expense management. This innovation solidified Conservice's reputation as a forward-thinking partner in the property management industry. The company's growth trajectory continued its upward climb. By 2007, Conservice was celebrating a decade of excellence in utility management. The expansion into the Single Family market in 2011, coupled with the release of new utility automation technology and the opening of a San Diego office, signaled a new era of technological advancement and geographical reach. Just two years later, in 2013, Conservice proudly hired its 500th employee and hosted its first annual multifamily client retreat, cementing its position as a leader in the field. The momentum didn't stop there. A new corporate headquarters was built in Logan, Utah, in 2016, and an office in Rexburg, Idaho, was opened the following year. The company's 20th anniversary in 2019 was a testament to its enduring commitment to its clients and its people. The acquisition of Goby, an ESG platform, in 2021 further enhanced its sustainability solutions and added a Chicago office to its growing footprint. Today, with over 3,000 employees, Conservice continues to be a powerhouse in the utility management space, driven by a culture of expertise, ownership, and strong client relationships.
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