Address
Form of workThis position is responsible for evaluation, calibration and reporting on the results of Customer Service, focusing on Customer Experience and Online Customer Support. Will be responsible for maintaining and updating quality rubric over time.
ESSENTIAL JOB FUNCTIONS
Performs call, messaging, and email monitoring from various data sources.
Reviews the users and contents of the conversations and provides trend data as well as a summary of the data to the Customer Service management team.
After careful review of the extracted data, provide constructive feedback to leadership to help identify where additional training would be beneficial.
Carefully and accurately, maintain complaint and nonconformance processing through records and tracking systems, including determining causes for reoccurring issues.
Make educated recommendations on how to resolve the issues.
Collaborate with leadership to create training materials based on best practices.
Root Cause analysis of automated interaction escalations with suggested solutions.
SKILLS/EDUCATION/KNOWLEDGE/EXPERIENCE/ABILITIES
Required:
High school diploma or equivalent
1 year of previous call center experience
Strong organizational and time management skills
Detail oriented
Proficiency in Microsoft Office (Excel and Word)
Excellent communication skills
Analytical and logical thinking
Ability to multitask
Desired:
1–2 years of previous call center QA experience
Certification in process improvement initiatives such as Six Sigma, TQM, etc.
Basic knowledge of automotive parts
Bilingual in English/Spanish
O’Reilly Auto Parts has a proven track record of growth and stability. O’Reilly is full of successful career stories and believes in a strong promote-from-within philosophy, encouraging you to grow your career along with the organization.
Total Compensation Package:
Competitive Wages & Paid Time Off
Stock Purchase Plan & 401k with Employer Contributions Starting Day One
Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
Team Member Health/Wellbeing Programs
Tuition Educational Assistance Programs
Opportunities for Career Growth
O’Reilly Auto Parts is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law.
Reasonable Accommodations: Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.
