SERVPRO Bloomfield/Enfield ยท 16 hours ago
Quality Assurance Supervisor
Gallatin, TN
Full-time
Onsite
Entry, Mid Level
1+ years expServpro Industries, LLC is a leading company in fire and water cleanup and restoration services. The Quality Assurance Supervisor is responsible for managing the Quality Assurance Team, providing support, coaching, and guidance to ensure high-quality service and customer satisfaction.
ConsumerCustomer ServiceJanitorial Service
Responsibilities
Develop the Quality Assurance team
Maintain department organization
Train and develop the team
Manage audit metrics to ensure quality files are submitted to our insurance clients
Manage billing dispute metrics to ensure Insurance clients are retained
Manage customer complaint resolution process to ensure customer retention and brand protection
Manage customer service to internal and external customers to ensure customer satisfaction
Performance management reviewing quality scorecards to ensure maximized efficiency and performance
Maintain accurate database information
Set up XactAnalysis, as well as handle cancellations
Manage NAPA
Duplicate XactAnalysis emails
Delete duplicate CES XactAnalysis assignments
Ensure all Department organization documents are updated and current
Perform job file audits, manage billing disputes, customer complaints, and phone capturing during peak volume times
Provide one call resolution for internal and external customers and promote customer retention
Liase with Field Operations Managers and/or National Accounts to ensure compliance of Franchises with National Accounts Guidelines and resolution of Billing Disputes and Customer Complaints
Ensure clear communications with internal and external customers and within Department
Manage projects, as needed
Qualification
Required
1 + year(s) of Supervisory experience
Strong written and verbal communication skills including proper pronunciation, grammar and a consistently courteous and professional tone of voice at all times
Ability to listen and ask questions in order to provide excellent customer service
Excellent organizational skills, analytical and strong attention to detail
PC skills in a multi-screen/task environment. Type at least 40+wpm with minimal errors
Ability to remain calm and reasonable amidst tense or stressful situations
Ability to multi-task
Ability to work in a fast paced, team oriented office environment
High School Diploma or GED required
Preferred
Relevant college courses or degree preferred
Microsoft Office 2007/2010 experience (i.e.: Outlook) and Salesforce experience, a plus
Benefits
Excellent health benefits plan, which includes medical, vision and dental options
401(k) with company match
Company profit sharing plan
Generous paid time-off and paid holidays
Paid parental leave
2 free on-site fitness rooms
Employee Assistance Program
Employee Resource Groups
Personal and professional development program
Company
SERVPRO Bloomfield/Enfield
SERVPRO of Bloomfield/Enfield understands the stress and worry you have when your home or business experiences fire, storm, flood, wind, snow, or other damage.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase