Customer Assurance Specialist The Customer Assurance Specialist is responsible for auditing the accuracy and timeliness of service request on behalf of the assigned department. Responsible for periodic review of departmental internal control procedures. Reviews business processes in order to identify and recommend process improvements that will increase efficiencies and/or accuracy of service requests, etc. Responsible for ensuring customer service meets the established standards of excellence. Monitors performance by measuring both quality and accuracy in our department. Ensures the handling of inquiries from initiation to completion. Direction received is very general and focuses on the end results and establishing/ensuring the customer service experience is a positive one.
Essential Duties and Responsibilities:- Serves as a representative and a point of contact for assigned department for customer service-related concerns.
- Interprets and implements quality assurance standards.
- Evaluates adequacy of quality assurance standards.
- Documents internal audits and other quality assurance activities.
- Analyzes data to identify areas for improvement in the quality system.
- Investigates customer complaints and non-conformance issues.
- Coordinates and performs site visits when necessary.
- Develops, recommends, and monitors corrective and preventive actions.
- Prepares reports to communicate outcomes of quality activities.
- Ensures ongoing compliance with quality and industry regulatory requirements.
- Maintains a working knowledge of all Customer and Business Services policies and procedures in existing business systems related to the auditing process.
- Recommends changes to audit tools or methods based on policy, procedure, and/or system changes
- Participates in special projects and must perform other duties as required or assigned.
- Within Department policy, recommends best processes for record-keeping, analysis, information storage, employee training and monitoring, and other department operations.
- Performs records research to document project history compliance.
- Operates office equipment including computers and supports word processing, spreadsheet, and database applications.
- Troubleshoots technical difficulties.
- Reviews pertinent information at the public counter in order to verify accuracy completeness, and compliance with established codes, ordinances, policies, and procedures.
- May lead or instruct less experienced workers in understanding the business process etc.
- May perform other duties as assigned.
Knowledge Skills and Abilities:- Knowledge of processes/procedures.
- Knowledge of spreadsheets, word processing and data entry.
- Critical thinking skills and attention to detail across the value stream.
- Organizational and time management skills.
- Demonstrated skill in Customer Service.
- Skill in utilizing various software systems such as Enquesta, Hansen, and Siebel Travel Requirements.
- Ability to perform each essential duty satisfactorily.
- Ability to objectively focus on process/procedural adherence and customer experience
- Ability to build effective professional relationships with the leadership team to foster a collaborative approach to escalating critical issues, analysis and action planning
- Ability to meet deadlines and manage competing priorities.
- Ability to effectively communicate in writing and verbally with all levels of the organization.
- Ability to facilitate small teams in root causes analysis.
Minimum Qualifications
Education and Experience:
-High school diploma 5 -10 years of experience resolving customer complaints in a professional setting Licensures and Certifications -Preferred Requirements - Associates degree in business or related field preferred
Work Schedule:
This position follows the City's hybrid work schedule policy as assigned by the Department of Human Resources Commissioner and requires in-person work at City worksites/facilities at least four (4) days per week, with the option to work remotely one (1) day per week, based on eligibility, departmental needs, and supervisor approval. The hybrid work schedule is subject to change at any time to five (5) days in-person work.
