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Colorado Springs Utilities Customer Quality Specialist in Colorado Springs, Colorado

Customer Quality Specialist

Job Type: Customer Support/Client Care

Pay Range $25.83 to $31.00

Location Colorado Springs, CO

Posting Close Date 5/31/20

Customer Service Quality Specialist

Colorado Springs Utilities is hiring a Customer Service Quality Specialist to serve as a quality assurance subject matter expert in the Customer Service Center. In this job, you will be responsible for contributing to the development of staff and the achievement of team goals by evaluating the quality of selected interactions against department standards for accuracy, efficiency, and customer service delivered by front-line employees. Additionally, you will contribute to the design of all quality monitoring formats and quality standards to effectively support employees through coaching and subject matter expertise.

As a Customer Service Quality Specialist, you will get to interact with multiple sections of the department, providing valuable process and performance input that ensures quality is always a top priority. Your leadership, drive for continuous improvement, and focus on creating a positive customer experience will make you a valued asset to both our customers and your team.

What you’ll be doing…

  • Monitor omni-channel interactions with customers to ensure compliance with policies and procedures, consistent delivery of approved standards, and a customer experience aligned with brand standards

  • Provide coaching, training, and evaluation of employees through the quality assurance program

  • Record evaluations utilizing departmental quality monitoring forms

  • Partner with leadership to drive continuous improvement and ensure accountability

  • Develop and recommend sustainable, repeatable, and quantifiable program improvements to increase productivity and improve the overall customer experience

  • Prepare quality reports for leadership review

  • Contribute to the design of quality monitoring forms and quality standards; attend and participate in calibration sessions

  • Collaborate with training resources and leadership to provide training on improved processes

  • Assist with Customer Satisfaction program by sharing results with employees and how the quality of their customer interaction impacts Customer Satisfaction

  • Design and implement rewards and recognition programs

  • Provide a positive customer experience during all customer interactions

  • Handle customer escalations and providing account summaries to leadership

Who you are…

The ideal candidate will offer a minimum of five years’ experience in quality assurance, needs to be self-motivated, disciplined, and determined. We are also looking for someone who is customer-focused, demonstrates strong communication skills, and possess the ability to improve processes, as well as motivate others. Of most interest are your skills and abilities in the following areas:

  • Objectively review calls, chats, emails and other customer contact scenarios to a set form and standards resulting in a calibrated score for each assessed interaction

  • Coach and develop others through contact coaching sessions, one-on-one discussions and consistent feedback

  • Maintain a high degree of confidentiality

  • Operate honestly, ethically and build trust

  • Support employees, business partners and leadership

  • Produce quality, accurate, prompt and reliable results

  • Work independently with little to no supervision

  • Manage competing requests, tasks and demands while meeting tight deadlines

  • Communicate clearly and concisely in writing and verbally

  • Maintain compliance with company policies and procedures

What a career at Colorado Springs Utilities can offer you...

  • As a community-owned enterprise for over 100 years, we offer the stability of providing a required service and commodity to our community.

  • We are a diverse team of professionals who take pride in delivering exceptional service to our community through new and innovative technologies.

  • We understand employees have competing priorities. That is why we have created an environment which embraces teamwork and flexibility.

Colorado Springs Utilities cultivates a work culture dedicated to innovation, collaboration, and synergy. Our employees know they make a difference every day by providing critical services to the public while living and working in a city consistently rated as one of the best in the United States. We utilize today’s talent to build a better tomorrow. Be part of history by creating energy solutions for a cleaner, greener tomorrow.

ATTENTION: During the current coronavirus (COVID-19) pandemic, Colorado Springs Utilities will continue advertising open positions. However, in-person interviews will discontinue for most positions until further notice. Instead, our hiring process will leverage remote technology solutions, to include the enhanced use of email, telephone and video solutions where possible. Additionally, we anticipate delays confirming start dates for successful candidates until we are able to resume more normal business operations. We appreciate your patience and understanding during this time.

All postings will close at 11:59pm on the Posting Close Date. Candidates must apply for the position prior to this date and time. If the Posting Close Date is blank, the position will remain open until filled .

Actual starting pay will be determined at the time of offer based on the experience, education, and training of the successful candidate.

Colorado Springs Utilities is an Equal Employment Opportunity/Affirmative Action employer. Our differences make us richer. Learning and growing from one another makes us more than what we were. We want our workforce to be as diverse as our business and recognize the limitless benefits of this commitment. Our desire is to have the organization reflect the diversity of the Pikes Peak Region. As an Equal Employment Opportunity employer, it is our commitment that no person shall be unlawfully discriminated against because of race, color, national origin or ancestry, sex, age, religious convictions, veteran status, disability, political beliefs, sexual orientation or gender identity. Affirmative Action is Colorado Springs Utilities’ effort to ensure positive steps are taken to have a representative workforce reflective of the relevant available labor force.

For more information regarding applicant rights, visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Have a question? If you have a question about a position or need assistance from a recruiter, email us at csurecruiting@csu.org or call 719-668-7500.

Accessibility Accommodations . If you are an individual with a disability or disabled veteran who is unable to use our online tools to search and apply for jobs, you may request a reasonable accommodation by contacting us at accessibility@csu.org or by calling 719-668-7500. This option is reserved for individuals who are unable to use or require assistance with the online tools as the result of a disability and is not intended for other purposes.

E-Verify and Right to Work Notice . Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Colorado Springs Utilities participates in E-Verify. For more information on your rights and responsibilities as an applicant, please visit: http://coloradospringsutilities.jobs/applicants-rights-and-responsibilities/ . If you have a legal right to work in the United States, there are laws to protect you against discrimination in the workplace. You should know that no employer can deny you a job or fire you because of your national origin. Unless mandated by law or government contract, employers cannot require you to be a U.S. Citizen or permanent resident or refuse any legally acceptable documents. If any of these things have happened to you, you may have a valid charge of discrimination that can be filed with the OSC. Contact the OSC for assistance in your own language. Call 1-800-255-7688. TDD for the hearing impaired is 1-800-237-2515. In the Washington, D.C., area, please call 202-616-5594, TDD 202-616-5525 Or write to: U.S. Department of Justice Office of Special Counsel NYA 950 Pennsylvania Ave., N.W. Washington, DC 20530.

Colorado Springs Utilities does not participate in work visa programs or sponsorship of work visas of any kind (including but not limited to F-1, H-1B or TN visas)

Eligible applicants must be authorized to work in the United States on a permanent basis

Job Type: Customer Support/Client Care

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