7 jobs found in tempe

Job Purpose: The Lead Trainer is responsible to assist the Trainers plan, coordinate, facilitate and evaluate training for new and existing employees to maintain a capable, efficient and effective workforce that meets the organizational goals by sharing and improving the industry best practices. Job Duties: • Plans, coordinates, conducts and evaluates training for new and existing employees training to ensure consistent and complete understanding of program while adapting instruction of material to meet the diverse needs of the adult learner. • Assists with development and delivery of specific learning and evaluates training outcomes. • Monitors progress of trainees during training and provides coaching about job performance and quality assurance to employees after training. • Identifies performance gaps, causes of the performance gaps and provide solutions to the Training Delivery team. • Manages the evaluation of the effectiveness of training based upon formal and informal feedback from trainers, customers and end users. • Ensures that all training documentation and data is completed and that materials are delivered according to guidelines. • Maintains training materials to ensure that all staff are kept up-to-date with any policy, procedures and application changes that occur. • Works closely with Training Manager on disciplinary and termination actions as needed in conjunction with the Human Resources department. • Completes CSR observations to observe trends and make recommendations for changes in scripting and training. • Completes peer audits to share best practices and aid in improving peer facilitation and knowledge skills. • Participates in programs to recognize and reward quality performance. • Performs all other duties as assigned. Job Requirements: • Bachelor’s degree or appropriate combination of education and 3-5 years customer service and training or equivalent military experience required. Training experience within the last 5 years. • Minimum 1-year experience with delivery of classroom training or other formal presentations where that is the major job responsibility. • Must be able to read and speak English clearly, professionally and fluently. • PC Proficiency especially focused on Outlook and Microsoft Word, Excel, and PowerPoint. • Attend weekly conference calls, workgroups and meetings. • Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence. • Ability to lead, motivate and facilitate change and learning. • Strong problem solving and organizational skills. • Must be able to respond professionally to difficult or tense situations that may arise out of daily duties. • Ability to effectively prioritize and complete tasks within established contractual service levels required. • Excellent presentation and public speaking skills. • Promotes a positive team environment and employee participative culture. • Has solid understanding of company policy and procedures. • Professional demeanor and attitude. • Embrace our winning Pearl Culture which promotes our employees’ desires and efforts to serve our consumers, coworkers, clients and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency and innovation.

Job Purpose: The Lead Customer Service Representative is responsible for carrying out CSR responsibilities in addition to assisting the supervisors in facilitating daily events, including providing knowledgeable responses to inquiries in a courteous and professional manner. Job Duties: • Utilizes standard technology such as a telephone, e-mail, and web browser. • Assists caller with filling out questionnaire and submitting it electronically for processing. • Maintains a current understanding of the processing procedures to respond to phone inquiries. • Adheres to all security requirements and policies as they relate to the protection of any CQA information. • Follows scripts as required to attempt to close as many cases as possible. • Maintains up-to-date knowledge of Census regulations and policies as they apply. • Looks for and suggests process improvements. • Reports problems and helps resolve issues in conjunction with the customer service manager. • May be required to work holidays. Overtime may be required. • Performs other related duties as assigned. Job Requirements & Essential Job Functions: • High School diploma or equivalent required. • Minimum 6 months customer service, secretarial, and/or telemarketing experience required or equivalent military experience. • Must be able to type a minimum of 30 WPM. • Must be able to speak and read English clearly, professionally and fluently. • Experience working with a PC and internet navigation skills are required. • Ability to prioritize and complete tasks within established contractual service levels required. • Must have demonstrated leadership skills and good interpersonal skills. • Demonstrated oral and written communication skills. • Must have the ability to organize simultaneous tasks for individual assignments and the workflow of others within the unit. • Must be able to respond professionally to difficult or tense calls and/or situations that may arise out of daily duties. • Proven ability to work as a member of a team is required. • Strong problem solving and probing question skills required. • This position requires the physical ability to sit for up to 2 hours at a time while assisting callers; this position is a sedentary position in an office environment. • Adhere to a strict attendance and limited break policy. • Embrace our winning Pearl Culture which promotes our employees’ desires and efforts to serve our consumers, coworkers, clients and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency and innovation. Background Investigation, Typing & Reading Skills Assessment Required Benefits: Pearl offers benefits packages that include medical, dental, vision, basic life, short term disability, and paid holidays. Participation in the company’s 401K plan is available to all employees.

Job Purpose: The Customer Service Representative is responsible for answering in-coming phone calls from consumers, providing knowledgeable responses to inquiries in a courteous and professional manner. Job Duties: • Utilizes standard technology such as a telephone, e-mail, and web browser. • Assists caller with filling out questionnaire and submitting it electronically for processing. • Maintains a current understanding of the processing procedures to respond to phone inquiries. • Adheres to all security requirements and policies as they relate to the protection of any CQA information. • Follows scripts as required to attempt to close as many cases as possible. • Maintains up-to-date knowledge of Census regulations and policies as they apply. • May be required to work holidays. Overtime may be required. • Performs other related duties as assigned. Job Requirements & Essential Job Functions: • High School diploma or equivalent required. • Minimum 6 months customer service, secretarial, and/or telemarketing experience required or equivalent military experience. • Must be able to type a minimum of 30 WPM. • Must be able to speak and read English clearly, professionally and fluently. • Experience working with a PC and internet navigation skills are required. • Ability to effectively work within established contractual turnaround times, follow established and documented policies and standard operating procedures, and adhering to privacy rules. • Excellent customer service and communication skills. • Must have demonstrated excellent interpersonal and the ability to organize simultaneous tasks. • Proven ability to work as a member of a team is required. • Strong problem solving and probing question skills required. • This position requires the physical ability to sit for up to 2 hours at a time while assisting callers; this position is a sedentary position in an office environment. • This position requires 100% phone work which includes wearing a headset while simultaneously using a phone and computer. • This position requires the ability to work in stressful situations. • Adhere to a strict attendance and limited break policy. • Embrace our winning Pearl Culture which promotes our employees’ desires and efforts to serve our consumers, coworkers, clients and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency and innovation. Background Investigation, Typing & Reading Skills Assessment Required Benefits: Pearl offers benefits packages that include medical, dental, vision, basic life, short term disability, and paid holidays. Participation in the company’s 401K plan is available to all employees.

Job Purpose: The WFO Site Specialist is responsible for monitoring real time CSR schedule adherence and working with local recruiting and site CCO to assign CSRs to schedules. Job Duties: • Monitors real-time CSR schedule adherence. • Assigns CSR schedules for new and existing CSRs. • Creates and assigns overtime schedules as necessary. • Schedules all requested CSR coaching sessions. • Enters and manages site-level CSR exceptions, schedules changes and time off requests. • Develops, monitors and compares daily and intraday metric of contact volume, half-hourly contact volume patterns, average contact handle time, caseloads, number of outbound attempts, and service level targets. • Maintains weekly CSR headcount, channel language queue. • Monitors intraday performance. • Reports any contact volume and/or average handle time anomalies to WFO Site Supervisor. Job Requirements: • Associates degree or equivalent work experience preferred. • Minimum 2 years customer service, leadership and team interaction skills are required. • Must have PC skills (Microsoft Office) with an emphasis on Excel. • Experience with WFO tool. • Must have demonstrated leadership skills and good interpersonal skills • Demonstrated oral and written communication skills • Ability to prioritize and complete tasks within established contractual service levels required • Proven ability to work as a team member • Flexibility and wiling to perform other duties as assigned. • Embrace our winning Pearl Culture which promotes our employees’ desires and efforts to serve our consumers, coworkers, clients and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency and innovation.

Job Purpose:   The  Supervisor  is responsible to provide supervision and leadership to Customer Service Representatives (CSR), with the goal of meeting program objectives and customer service level agreements.     Job Duties:     Supervises, develops, and coaches  CSRs to  en sure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals .   Perform s  tasks to  ensure  service level requirements are met .   Assume s  leadership responsibility for department tasks and call center activities as required .   Complete s  and deliver s  employee coaching .   Provides  departmental leadership, work s  closely with Customer Service Representatives .   Participate s  in interview ing and hiring  proces s .    Support s  and enforce s  call center expectations as well as departmental and corporate policies and procedures .   Makes recommendations to management for disciplinary actions up to terminations .   Looks for trends or issues within the  call center  and suggests and implements process improvements and enhancements through various methods of approval .   Communicate s  pertinent program updates in a timely manner .   Promotes a positive team-oriented and employee participative culture .   Has a solid understanding of company policies and procedures .   Participates in programs to recognize and reward quality performance .   Perform s  other duties as assigned .   Job  Requirements:    Bachelor's degree or equivalent work experience preferred .   6 months supervisor or leadership experience required.   Minimum 2 years customer service, leadership and team interaction skills  r equired.   Ability to communicate effectively in English, both verbally and in writing,  clearly, professionally and fluently .   Uses good judgment, ability to make independent decisions and proactively problem solve as required.   Must be able to respond professionally to difficult or tense calls/situations that may arise out of daily duties .   Must have the ability to organize simultaneous tasks for individual assignments and the workflow of others within the unit .   Must have PC skills (Microsoft Office) with an emphasis on Excel.   Ability to interact with all levels of management.   Must have demonstrated leadership skills and good interpersonal skills .   Demonstrated oral and written communication skills .     Ability to prioritize and complete tasks within established contractual service levels required .   Proven ability to work as a team member .   Flexibility and wil l ing ness  to p erform other duties as assigned.  

Job Purpose: The Trainer is responsible to plan, coordinate and conduct training for new and existing employees to build and maintain a capable, efficient and effective workforce that meets the organizational goals by using industry best practices for training development. Job Duties: • Organizes training material to educate employees during the implementation process of strategic and standard techniques. • Assists with development and delivery of specific learning and evaluates training outcomes. • Conducts ongoing training to ensure consistent and complete understanding of the knowledge and skills required to report accurate and timely data collections. • Secures training space, classroom set-up, training resources, and collection and entry of training data. • Monitors progress of trainees and provide continuous support to improve knowledge and understanding to aid in job performance. • Maintains training materials to ensure that all staff are kept up-to-date with any policy, procedures and application changes that occur. • Assists in the evaluation of the effectiveness of training based upon formal and informal feedback from employees and customers. • Completes CSR observations to observe trends and make recommendations for changes in scripting and training. • Completes peer audits to share best practice. Job Requirements: • Bachelor’s degree or appropriate combination of education and 3-5 years customer service and training or equivalent military experience required. • Must be able to read and speak English clearly, professionally and fluently. • PC Proficiency especially focused on Outlook and Microsoft Word, Excel, and PowerPoint. • Ability to motivate and facilitate change and learning. • Strong problem solving and organizational skills. • Must be able to respond professionally to difficult or tense situations that may arise out of daily duties. • Ability to effectively prioritize and complete tasks within established contractual service levels required. • Excellent presentation and public speaking skills. • Promotes a positive team environment and employee participative culture. • Has solid understanding of company policy and procedures. • Professional demeanor and attitude. • Embrace our winning Pearl Culture which promotes our employees’ desires and efforts to serve our consumers, coworkers, clients and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency and innovation.

Job Purpose: The Customer Service Representative is responsible for answering in-coming phone calls from consumers, providing knowledgeable responses to inquiries in a courteous and professional manner. Job Duties: • Utilizes standard technology such as a telephone, e-mail, and web browser. • Assists caller with filling out questionnaire and submitting it electronically for processing. • Maintains a current understanding of the processing procedures to respond to phone inquiries. • Adheres to all security requirements and policies as they relate to the protection of any CQA information. • Follows scripts as required to attempt to close as many cases as possible. • Maintains up-to-date knowledge of Census regulations and policies as they apply. • May be required to work holidays. Overtime may be required. • Performs other related duties as assigned. Job Requirements & Essential Job Functions: • High School diploma or equivalent required. • Minimum 6 months customer service, secretarial, and/or telemarketing experience required or equivalent military experience. • Must be able to type a minimum of 30 WPM. • Must be able to speak and read English clearly, professionally and fluently. • Experience working with a PC and internet navigation skills are required. • Ability to effectively work within established contractual turnaround times, follow established and documented policies and standard operating procedures, and adhering to privacy rules. • Excellent customer service and communication skills. • Must have demonstrated excellent interpersonal and the ability to organize simultaneous tasks. • Proven ability to work as a member of a team is required. • Strong problem solving and probing question skills required. • This position requires the physical ability to sit for up to 2 hours at a time while assisting callers; this position is a sedentary position in an office environment. • This position requires 100% phone work which includes wearing a headset while simultaneously using a phone and computer. • This position requires the ability to work in stressful situations. • Adhere to a strict attendance and limited break policy. • Embrace our winning Pearl Culture which promotes our employees’ desires and efforts to serve our consumers, coworkers, clients and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency and innovation. Background Investigation, Typing & Reading Skills Assessment Required Benefits: Pearl offers benefits packages that include medical, dental, vision, basic life, short term disability, and paid holidays. Participation in the company’s 401K plan is available to all employees.