Introduction to arenaflex and Our Mission
At arenaflex, we are driven by a singular purpose: to bring our heart to every moment of our customers' health journeys. This guiding principle underscores our commitment to delivering human-centric healthcare solutions that are tailored to the needs of a rapidly evolving world. Our brand, with its core value of heart, sends a powerful message about the importance of empathy, compassion, and personalized care in everything we do. As a Quality Consultant for Retail Customer Care, you will play a vital role in upholding this mission and ensuring that our customer interactions are consistently exceptional.
Job Overview
The Quality Consultant role is a critical component of our customer care team, responsible for monitoring and evaluating the quality of inbound telephone calls, customer emails, and chat interactions. Your primary objective will be to enhance customer relationships, ensure quality and accuracy, adhere to policies and procedures, and meet or exceed customer service requirements across all lines of business. You will provide impartial feedback, assist in identifying process improvements, and report on monthly quality trends, leveraging your expertise as a subject matter expert and coach to drive excellence.
Key Responsibilities
- Conduct daily monitoring of customer interactions, including calls, emails, and chat, to ensure quality, accuracy, and professionalism.
- Develop front-line staff through impartial quality reviews, based on pre-established guidelines and policies, to enhance their performance and customer service skills.
- Collaborate with leadership to identify agent trending and training needs, ensuring that our team members have the skills and knowledge required to deliver exceptional customer experiences.
- Participate in regular quality calibrations with department leadership and outsource partners to ensure consistency and alignment with evolving business needs.
- Maintain quality monitoring tools to ensure they remain effective and relevant, and provide monthly reporting on department quality, including trends, persistent performance challenges, and concerns.
- Take customer calls for a designated amount of time each quarter in your assigned line of business, applying your expertise to resolve issues and improve customer satisfaction.
Essential Qualifications
To be successful in this role, you will need:
- At least 1 year of customer service experience in a call center environment, with a proven track record of delivering exceptional customer experiences.
- The ability to meet all work-at-home requirements, including privacy, internet, and other technical specifications, if working remotely.
Preferred Qualifications
While not essential, the following qualifications are highly desirable:
- Excellent oral, written, listening, and interpersonal communication skills, with the ability to work effectively with others and build strong relationships.
- Strong proficiency with Microsoft Office tools, including Excel, Word, PowerPoint, and Outlook.
- Adherence to defined scheduling expectations, with the ability to complete all required training programs and adapt to changing priorities.
- Flexibility to switch between different call types and lines of business, with effective organizational skills and the ability to manage multiple tasks.
- Experience in leading meetings and discussions regarding audit results, with problem diagnosis and solution development skills.
- A proven record of success in a fast-paced environment, with the ability to interact effectively across all levels of management.
- Experience with analyzing data and reporting, with a strong understanding of quality metrics and performance indicators.
- Experience in a call center environment, preferably in a retail or healthcare setting, with knowledge of industry-specific regulations and standards.
- Experience collaborating with external vendors, with the ability to build strong partnerships and drive business outcomes.
- Pharmacy Technician certification through PTCB or ExCPT, with bi-lingual skills highly preferred.
Education
A verifiable high school diploma or GED is required, with an Associate's or Bachelor's degree preferred.
Compensation and Benefits
The typical pay range for this role is $18.50 - $38.82 per hour, depending on experience, education, and other relevant factors. As an arenaflex team member, you will be eligible for a range of benefits, including:
- Medical, dental, and vision benefits, with access to a range of health and wellness programs.
- A 401(k) retirement savings plan, with an Employee Stock Purchase Plan available for eligible employees.
- A fully-paid term life insurance plan, with short-term and long-term disability benefits.
- Paid Time Off (PTO) or vacation pay, with paid holidays throughout the calendar year.
- Access to free development courses, a store discount, and discount programs with participating partners.
Work Environment and Culture
At arenaflex, we are committed to creating a work environment that is supportive, inclusive, and empowering. Our culture is built on a foundation of core values, including self-discipline, hard work, curiosity, trustworthiness, humility, and truthfulness. We believe in collaboration, recognition, and opportunities for growth and development, and we are proud to be a Top Workplace in our area.
Conclusion
If you are a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity to join our team as a Quality Consultant for Retail Customer Care. With your expertise and our commitment to excellence, together we can make a meaningful difference in the lives of our customers and drive business success at arenaflex. Apply now to take the first step in an exciting and rewarding career journey!
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