Panama Job Openings

Surfside Laundry: Panama City Beach - FL (Griffin Blvd.)

Customer Service and Quality Assurance Assistant

Panama City Beach

FULL TIME

October 1, 2024

Under the general direction of the Corporate Director of Customer Service and Quality Assurance, a Customer Service and Quality Assurance Assistant goal will be to maintain a high and consistent level of support quality across the team.

Essential Job Duties:

  • Maintain and develop internal quality standards.
  • Assess support interactions (calls, email, chat messages) based on established quality standards.
  • Accompany evaluations with meaningful and constructive feedback.
  • Discuss and explain feedback with agents in regular meetings.
  • Analyze all customer service metrics and how the team performance affects those KPIs.
  • Map the need for training and onboarding programs and initiate these projects.
  • Create reports that reflect agent performance.
  • Ensure that all customer contact is accurately recorded, including complaints, compliments, inquiries, forwarding to the appropriate Investigating Officer for action to be taken.
  • Monitor customer responses to ensure that an accurate record of communication is available, targets are met, and where needed highlight areas of improvement.

Required Knowledge, Skills, and Abilities:

  • Demonstrable experience in an office environment.
  • Experience of working as a first point of contact.
  • Excellent communication (written and verbal) and customer care skills.

Education/Training/Certifications:

  • High school diploma or equivalent

Experience/Background:

  • Prior experience in a customer service and quality control environment required
  • Prior experience with commercial laundry software preferred
  • Advanced proficiency in MS Office (Word, Excel, Power Point, Outlook)
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