Duties/Responsibilities:
- Accountable for assigned Customer Success KPIs.
- Oversees Quality Assurance for a distributed, multi-state contact center environment.
- Establishes standards governing customer interactions and implements monitoring programs.
- Ensures 100% adherence to all policies and procedures.
- Ensures operational and coaching practices are implemented and updated, as needed, to drive performance results and employee development.
- Analyzes QA data and recommends and implements training programs or process enhancements that correct quality issues.
- Demonstrates a commitment to customer service and meets and exceeds expectations by solving problems quickly and effectively making customer issues a priority.
- Regularly reports performance outcomes, training, and development needs, and escalates staff related issues to the Manager, Customer Success.
- Utilize product knowledge of contact center technologies and platforms such as Salesforce, Intercom, and Twilio.
Required Skills/Abilities:
- Minimum of 5 years of contact center experience with progressive responsibility including supervising and/or coaching contact center frontline representatives
- Healthcare industry experience a plus, but not required
- Data-driven, systems thinker with strong experience in process improvement, new process creation.
- Super high attention to detail with proactive and dependable follow-through.
- Ability to think critically and autonomously
- Thrives in a fast-paced, high change environment
- Curious, proactive, lifelong learning approach with a positive and resourceful attitude.
- Strong track record of supporting team growth through direct, assertive, but kind feedback.
- Strong and rapid problem-solving ability.
- Comfortable working with standard platforms such as Gsuite, Slack, Salesforce (or other CRMs), and Zoom.
- Excellent verbal & written skills.
- Commitment to NextStep’s mission.
Benefits
- 100% employer-paid health insurance premiums for employees
- 401K participation
- Part of vibrant Pioneer Square Labs startup community!
NextStep is currently set up to hire individuals for remote work who live in the following states: WA, OR, CO AL, CA, NY, OH, PA, and TX