Quality Assurance Representative I Customer Service Center
The Quality Assurance Representative I is responsible for conducting quality audits for phone, chat, and email contacts. QA representatives may also follow up to telephone, email and live chat customer inquiries in an efficient, professional and friendly manner as the need arises. S/he also acts as the "voice of the customer" and recommends merchandising, site usability and policy improvements that facilitate customer loyalty and retention.
Monitor incoming phone, chat, email, and social media contacts to ensure that CCT representatives are adhering to the values and policies expected.
Record quality scores using the QM database.
Report trends and issues based on discoveries while performing audits.
Drive process improvements within the Customer Service area through effective coaching and detailed assessment feedback
Respond and resolve in/outbound customer service inquires and issues via telephone, live chat, and email as needed.
Follow-up with customers regarding outstanding order issues, including customer submitted photos, personalized text and order detail information.
Identify and recommend merchandising, site usability and policy improvements, based on customer feedback.
Construct email responses for new customer issues.
Other duties as assigned.
1.Excellent customer/client communication experience and skills (phone/email/live chat) required.
2.Experience supporting all Shutterfly brands.
3.Experience in proofreading, copy editing or writing.
4.2 years' experience in customer service environment or equivalent work experience.
Knowledge, Ability, Skills
1.Knowledge of all Shutterfly brands including, but not limited to Shutterfly, Tiny Prints, Wedding Paper Divas.
2.Exceptional communication and interpersonal skills.
3.Resolution management skills: ability to effectively resolve issues with customers and vendors in a timely manner.
4.Excellent organizational skills and attention to detail: ability to prioritize demands and multi-task to complete daily objectives.
5.Willingness and desire to go the extra mile for customers.
6.Proficient in using Web browsers, Microsoft Word, Excel and SharePoint.
7.Ability to interact with internal and external vendors to ensure customer and company needs are met according to our Level of Service standards.