Customer Assurance Specialist

General Description and Classification Standards

The Customer Assurance Specialist is responsible for auditing the accuracy and timeliness of service request on behalf of the department. Responsible for periodic review of departmental internal control procedures. Reviews business processes in order to identify and recommend process improvements that will increase efficiencies and/or accuracy of service requests, etc.

Responsible for ensuring customer service meets the established standards of excellence. Monitors performance by measuring both quality and accuracy in our department. Ensures the handling of inquiries from initiation to completion.

Supervision Received

Direction received is very general and focuses on the end results and establishing/ensuring the customer service experience is a positive one.

Essential Duties & Responsibilities

Serves as a representative and a point of contact for Office of Customer Care and Billing Services for customer service related concerns
Interprets and implements quality assurance standards
Evaluates adequacy of quality assurance standards
Documents internal audits and other quality assurance activities
Analyzes data to identify areas for improvement in the quality system
Investigates customer complaints and non-conformance issues
Coordinates and performs site visits when necessary
Develops, recommends and monitors corrective and preventive actions
Prepares reports to communicate outcomes of quality activities
Assures ongoing compliance with quality and industry regulatory requirements
Maintains a working knowledge of all Customer Care and Business Services policies and procedures in existing business systems related to the auditing process. Recommends changes to audit tools or methods based on policy, procedure and/or system changes
Participates in special projects and must perform other duties as required or assigned