The Wills Group

  • SMO Quality Assurance Specialist

    Job Locations US-MD-La Plata
    Job ID
    2018-1289
    # of Openings
    1
  • Overview

    The Wills Group is an established, privately-held company serving customers across Maryland, D.C., Delaware, and Virginia with the vision, drive, and capacity to serve many more in the near term. Headquartered in La Plata, MD, The Wills Group is the parent company of several retail, convenience, and home comfort business units, including Dash In Food Stores, Splash In Car Washes, SMO Motor Fuels, and SMO Energy. Each one is committed to providing its customers with quality services and a superior experience – every time.

     

    Serving as a center of excellence, The Wills Group has a solid infrastructure built of talented teams to guide and support the successful operation of its business units, including human resources, finance, IT, marketing, and communications.

     

    The Wills Group was founded in 1926, and we are in the process of building the next chapter of our history. From a renewed customer focus to new brand positioning, and from product diversification to expansion into new markets, The Wills Group is evolving who we are and how we operate to pave the way for future success; redefining ourselves for today’s and tomorrow’s customers.

     

    Grounded in rich history since 1926 and strong company values, The Wills Group places its employees at the forefront of all they do, and is equally committed to giving back to the communities where it operates.

     

    You will be an integral part of our family of companies and will play a significant role in taking The Wills Group and its brands to the next level.

     

    SMO Energy is currently seeking customer-centric individuals to join our team of dedicated professionals at our Client Care Contact Facility. As a Quality Assurance Specialist, you will be an integral part of the way we do business! You must be able to effectively and efficiently handle communication with customers and coworkers in a manner so as to maintain or exceed the excellence standards established by customer surveys. This will require strong communication and analytical skills to communicate company services, policies, and procedures to customers and to advocate customer needs inter-departmentally. In addition, you will provide ancillary support to include collection activities, follow-up of non-purchasing customers, and special projects. Our Quality Assurance Specialist will also be cross-trained so as to be able to assist other departmental administrative support functions.

    Accountabilities

    Ensures accuracy of information and quality of delivery by monitoring telephone, computer, chat programs and recommending improvement  To assist Client Care Associates in meeting and exceeding individual and team goals and performance expectations.

    • Works with pre-determined quality standards by studying inbound and outbound calls and customer service presentations; conducting test calls to Client Care Representatives to measure services and new products.
    • Verifies quality results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
    • Provides feedback to Client Care Representatives by monitoring calls; monitoring feedback for internal and external programs; conducting, weekly & monthly help sessions.
    • Evaluates Client Care Representatives approaches by rating effectiveness of service representatives; providing quality ratings; identifying training needs; assist in developing training programs; conducting training.
    • Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
    • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
    • Contributes to team effort by accomplishing related results as needed.

     

    In order to fulfill the function described above, and employee must be able to accomplish the following tasks with or without reasonable accommodation:

    • Using a personal computer, access and make changes to a variety of data bases.
    • Develop in-depth technical knowledge of company products and services.
    • Achieve department standards and goals as set by management through continuous efforts to contact clients and collect on debtor accounts.
    • Ability to adapt and thrive in a growing and changing environment including internal process and external collection regulation and compliance laws.,
    • Set up suitable payment arrangements once contact with debtor has been made and follow up on payment arrangements.
    • Follow up on all accounts until the account is paid, settled, cured from delinquency, or deemed uncollectible by management.
    • Adhere to and abide by all regulations as set forth by the FDCPA.
    • Perform all phases of skip tracing work
    • Knowledge of collection laws on the federal, state and local level.
    • Keep accurate records and documentation of activity on accounts worked through policies and procedures as set forth by the company.
    • Any other duties as assigned by Management.
    • Responsible for collection of outstanding accounts receivable dollars, resolving customer billing problems and reducing accounts receivable delinquency and all other aspects of collections
    • Operational reports for monthly, quarterly, and yearly review and analysis ensuring client and company objectives are attained and proactively assessed for future strategic planning and workforce management.
    • Detail oriented with strong organizational, verbal, and written communication and customer service skills.
    • Ability and desire to work well, both as a team and independently.
    • Ability to multi-task in a high-volume environment.
    • Willingness to learn and assume additional duties preferred.
    • Schedule flexibility and the ability to work in a fast-paced ever-changing work environment.
    • Bilingual (English/Spanish) a plus but not required.

    Required Qualifications

    High School Diploma or G.E.D. Reading and mathematical skills are required.

    Two to three years related work experience. Experience should demonstrate ability to be decisive, well organized, and able to communicate clearly and concisely.   Demonstrated familiarity with basic PC/Windows applications. Familiarity with Incontact Microsoft Dynamics CRM a plus but not required.

    High attention to detail, strong listening skills, ability to communicate effectively and persuasively in verbal and written form, understanding of excellent customer service, ability to work on your own and with a team, quality management, ability to self-motivate and to motivate others in telephone sales.

      

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