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Quality Assurance Manager
ARS (Manassas) Manassas, VA

Quality Assurance Manager

ARS (Manassas)
Manassas, VA
Expired: over a month ago Applications are no longer accepted.
  • Full-Time
Job Description

Overview

American Residential Services is seeking a Quality Assurance Manager to join our team.

As the employer of choice, we offer an Industry-Leading Benefit Package:

  • Choose from one of FOUR health insurance options, starting as low as $5 per week!
  • HSA (Health Savings Account) and annual company contribution for specific plans.
  • FSA (Flexible Spending Account) for specific plans.
  • Dental and Vision Insurance options.
  • 401(k) with weekly match contribution
  • 13 PTO Days + 8 Paid Holidays
  • Company-paid life insurance policy, Short-term disability, long-term disability (additional life insurance options are also available)
  • Discount Programs with our partnered accounts (Childcare, Personal cell phone, auto, insurance, etc.)


Responsibilities

The Quality Assurance Manager is responsible for communication and resolution of escalated customer issues. The individual selected for this role will work with the partnership of each department to resolve complaints. Key objective is customer satisfaction and retention. Ensuring that customer complaints are handled, managed, and addressed, and resolved in a timely and successful manner.

ESSENTIAL DUTIES

  • 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.
  • Other duties as assigned.

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 be able to use general office machines.
  • Strong communication and interpersonal skills.

All candidates are required to undergo a pre-employment drug screen, MVR and employment background checks.

ARS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Address

ARS (Manassas)

Manassas, VA
20111 USA

Industry

Technology

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