Quality Assurance Manager - Miami, FL

Company Name

ARS-Rescue Rooter

Overview

American Residential Services is the largest provider of residential services in the US, employing more than 7000 professionals across the country. ARS has been serving its customers with HVAC, Plumbing and Electrical solutions for over 45 years since its establishment in 1975.

Quality Assurance Manager serves as the company's management representative working with internal and external customers to investigate and correct customer issues and/or complaints. The QAM is responsible for maintaining the Company as an industry leader in a customer satisfaction by ensuring promptresolution of reported problems relating to quality and/or the overall customer expeirence.

Pay Rate: Salary of 45K to 50K yearly

Schedule: M-F 8AM - 5PM

Responsibilities

• Receives incoming telephone calls and outbound calls to customers.

• Enters customer data into the Customer Satisfaction tool.

• Responds to customer issues related to price discrepancies, damages, quality of service or any other service issues.

• Listens and responds to customers while documenting telephone conversations.

• Investigates customer complaints by talking with all parties involved and reviewing invoices as necessary.

• Resolves customer discrepancies by negotiating fair resolutions.

• Pull service records, invoices and other documentation needed.

• Performs record management by creating folders, filing and updating information as needed.

• May send mailers, surveys, thank you notes, gift certificates and other customer service correspondence.

• Makes recommendations for service, new equipment, maintenance agreements and warranties as appropriate.

• Constantly monitor the Customer Satisfaction (CST) Tool.

• Daily communication with line managers and supervisors to keep them informed as to the status of open complaints.

• Managing resolving customer complaints in a timely manner.

Qualifications

• 3+ years of customer service experience.

• 2+ years experience in a Quality Assurance position.

• Preference given to those with prior experience in customer satisfaction and retention.

• Must be computer literate with knowledge of Microsoft Office products.

• Must have previous accounting experience.

• Must be able to use general office machines.

Strong communication and interpersonal skills

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