About this role
About NetVendor
NetVendor is the leading solution for property management professionals seeking to simplify vendor relationships and streamline maintenance operations. Our comprehensive suite of software products empowers clients to ensure vendor compliance, optimize maintenance operations, and facilitate seamless bidding, all with a commitment to professionalism, precision, and trust. About the Job
The Quality Assurance Specialist is responsible for training and providing quality assurance for all Customer Service Representatives. They listen to calls, review emails, provide feedback and training to Customer Service Representatives so they improve quality and productivity. We are looking for someone to join us on-site in our Tualatin office for a short-term assignment lasting 1-2 months.
Responsibilities
• Listen to calls and review emails and provide feedback and training to Customer Service Representatives to help them improve their quality of service.
• Work to continuously improve the quality of service provided by the Customer Support team.
• Organize and develop training manuals or guides, including visual aids, to help with training initiatives.
• Prepare regular reports to monitor quality levels and assess where additional training is needed.
• Create process improvement to help with improving overall quality of service to customers and other stakeholders.
• Take escalated calls to have the opportunity to provide feedback to customer service representative escalating the call.
• Additional responsibilities as assigned.
Qualifications
• Able to provide excellent customer service, with strong verbal and written communication skills
• Skilled at teaching, listening, and giving constructive feedback to help team members improve, and comfortable presenting to small or large groups
• Upbeat, professional attitude with strong interpersonal skills, including active listening and setting expectations
• Proficient with Microsoft Word, Excel, and Outlook, as well as email and chat technologies
• Solutions-oriented critical thinker able to troubleshoot, problem-solve, and set priorities
• Able to work effectively under pressure in a fast-paced, metric-driven, multi-tasking environment
Education/Experience
• High School diploma or GED
• 2-4 years of Customer Service experience, including at least 1 year as a NetVendor Customer Service Representative
• Excellent attendance and performance metrics
• Bilingual preferred – fluent in both English and Spanish languages
• Preferred experience with NICE inContact or other similar contact center programs
Physical Demands (all required to be done for up to 8+ hours per day)
• The physical demands of this position are in keeping with general office functions: sitting, navigating an office environment, using a computer, keyboard, telephone, etc.
• The employee may occasionally lift or move up to 25 pounds.
NetVendor Benefits Package
• Medical, dental, and vision insurance
• HSA, FSA, and DCFSA
• Long- and short-term disability insurance
• Company-paid standard life insurance
• Generous paid time off policy
• Paid holidays: 7 per year + 1 floating holiday
• Maternity Leave
• 401(k) with company match
• Employee Assistance Program