Note: The job is a remote job and is open to candidates in USA. Coinstar is a company focused on enhancing customer service experiences, and they are seeking a Global Customer Service Experience Specialist. This role is responsible for ensuring that outsourced customer service vendors provide quality interactions that align with the company's brand and contractual performance indicators.
Responsibilities
- Ensure that customer experience center leadership is in synch with Coinstar culture, brand, and values
- Monitor KPIs to ensure that the customer experience center delivers a quality customer experience as outlined in the Statement of Work
- Resolve and/or approve customer service Tier 1 issues for customer service vendor
- Responsible for resolving customer complaints via multiple platforms and various agencies (e.g., social media, Better Business Bureau, email, etc.)
- Participate in vendor meetings, quality calibration and business reviews
- Facilitate vendor team lead meetings
- Complete audits to confirm adherence of company policies and procedures
- Champion business strategies and new product implementation
- Bring forward to Vendor Manager recommendations on current policies and procedures as well as day to day process improvements
- Coordinate and assist in other tasks as needed and work with other departments to resolve issues either directly or indirectly relating to the vendors
- Perform various administrative tasks
Skills
- High School diploma or equivalent
- Minimum 1 – 2 years' experience in an operations environment, preferably with Customer Service or Call Center operations
- Proficiency in Microsoft Office Software
- Analytical skills to interpret trends, identify root causes form conclusions and/or recommendations
- Versatility and flexibility to respond and adapt quickly and effectively to multiple changing priorities
- Excellent oral and written communication skills required
- Some supervisory experience
- Knowledge of call center technology
- Bilingual (English/Spanish)
Benefits
- Health & Wellness Coverage – Three outstanding medical plans to choose from, along with dental and vision insurance, Short- and Long-Term Disability Insurance, and Life Insurance.
- Retirement Savings – Traditional and Roth 401(k) plans with a company-match that immediately vests.
- Paid Time-Off – PTO accruals begin at 18 days per year, plus 10 company holidays and 2 floating holidays annually. Additionally, we offer paid parental and adoption leave.
- Other Perks and Benefits – A generous Corporate Matched Giving plan and an Employee Assistance Program.
- Work Environment – We offer a casual and flexible work environment with work from home options.
Company Overview