The posting
Summary The Data Auditor position provides professional, quality, and "best in class" service (and sales support) for existing or prospective customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients. This position will support a customer Care Representative team as well as work with an Alta’s client in many facets. This position will monitor calls and provide call coaching, conduct interactions with the client and will be utilized in the launch and training of new hires and/or product/services. This position will assist with daily, weekly and monthly reports, analysis of data that is collected, and suggesting improvement opportunities. Close communication with the Alta’s leadership and client will be necessary to ensure the program’s success. Essential Duties & Responsibility • Review and correct accuracy of subject code and product code in accordance to the client’s service standard and requirement. • Serves as a company ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques. • Handles escalated (sensitive, urgent and particularly unusual) consumer contacts by following established guidelines and procedures or exception to these under direction of Alta's guidelines and client procedures. • Assists with quality control and data accuracy of staff’s customer interactions, complete and audit reports, monitor call flow and queue activity. • Completes, maintains, and processes pertinent paperwork and records with a high attention to detail to ensure accurate entry of data in CRM, client systems, and other technology as needed. Additional duties may include balancing of orders, updating reports, assist in the final testing of new surveys, and some data analysis. • Consistently meet performance expectations. Assists Team Lead in motivating and encouraging team members to achieve goals. Completes daily tasks within pre established timelines by appropriately prioritizing multiple tasks within or across projects or cross functional teams with minimal direction from management. • Meets all identified team and client performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment. Provides back up support to other teams as needed. • Takes the initiative to obtain and consistently upgrade product knowledge. • Builds relationships and works closely with client, Alta co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed. • Communicate professionally across all sites and levels of the organization. Remains visible and approachable to all employees on the team. • Recommends improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature. • Report any training needs or system error/discrepancies to the supervisor. • Meets with Team Leader on a regular basis to discuss plans and strategies. Meets deadlines in completing delegated tasks as deemed appropriate by supervisor. • Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position. Qualifications Education: Bachelor’s Degree in required. Work Experience: At least one year of call center experience required. At least six months experience as either quality assurance representative, senior customer service representative or subject matter expert handling call escalation is required. Coaching or training experience is preferred. Skills: Proven ability to learn quickly complex program and product knowledge, experience working on a PC, accessing and navigating multiple software applications in a Windows environment while talking to the customer on the phone via a headset at the same time is required. Keying data entry efficiently and accurately with proficiency in typing/keyboard is required. Polished phone demeanor, tone and etiquette is required.Additional Skills • Displays a high level of confidence, enthusiasm and a positive attitude with the desire to succeed and exceed customer expectations. Has a passion to serve others. • Excellent interpersonal, verbal and written business communication skills. Ability to establish rapport, coach and motivate, builds relationships and loyalty with external and internal customers and coworkers, and remains tactful when communicating negative information. • Demonstrate an ability to display patience, empathy, and strong listening skills while ensuring internal staff and customer needs are fulfilled in a timely and satisfactory fashion. • Demonstrate an ability to maintain composure while diffusing and professionally negotiating a high-tension situation on a routine basis. Strong retention skills with the ability to follow a process flow and/or script as needed. • Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi task effectively and execute tasks with minimum supervision. Strong organization and time management skills. Ability to remain focused and productive with tasks that may be repetitive. Strong attention to detail and accuracy. • Solid logical decision-making and troubleshooting skills with the ability to problem solve in a timely and effective manner. Exercises good judgment. Takes ownership of issues or questions and will escalate problems to the appropriate person and follow up accordingly to the customer. Knows when to involve supervisors. • Ability to maintain a high level of confidentiality by handling sensitive and private client and customer information in accordance to Alta Resources and Client's policies and regulatory requirements. • Embraces change and is flexible to the needs of the business and team. • Proven ability to meet deadlines and key metrics, work independently, as a team player and role model, and deliver results in a fast paced, team based environment. Must be willing to assist and coach teammates and build strong relationships to achieve company and department goals. • Ability to accept and apply coaching and feedback from leadership. • Proven track record of reliability and a strong work ethic is a must.
