Quality and Support Lead

This role supports the organization’s extended warranty contract Sales business by providing immediate support to internal agents to answer questions, resolve escalated customer calls, and monitor and score agent calls for quality assurance.  This job requires exceptional organizational skills and an ability to function in a high paced environment to perform effectively in a small team environment.  It is essential that this position maintains a high level of professionalism and can work with the customers we service and support the staff as needed to be successful.

What will be my duties and responsibilities in this job?

• Manages multiple questions at one time to provide real time support and assistance to internal sales agents to answer questions and give guidance on calls
• Handle real time escalated customer calls for immediate customer resolution.
• Reinforces company policies and procedures to enhance agent knowledge to provide efficient customer resolution.
• Retrieves calls from voicemail box that requires in-depth research and customer follow up for customer resolution
• Reports patterns in questions or training opportunities needed to improve procedures or agent development.
• Flexible in an ever-changing work environment; may need to change focus often; ability to respond quickly to requests.
• Self-development: Actively participates in educational opportunities and research as needed to continue improving skill set
• Utilize company call recording system to listen to, monitor and score two calls per week per agent to report quality assurance.
• Provides feedback to supervisors
• Tracks and reports weekly recorded call scores
• Liaison to management team to report Kudos calls and monitored call concerns

What are the requirements needed for this position?

• High school diploma or GED 
• One-year previous internal Sales and billing phone call experience or equivalent outside experience
• At least 2 years customer service experience
• Ability to handle escalated customers
• Able to work 8-hour shift/40 hours a week/between the hours of 6:00 am - 6:00 pm MST
• Must be within distance to our Rapid City, SD location.

Pay Range:

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 15 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

Job Scam Alert
Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here.