Membership and Quality Assurance Coordinator - Franklin Park, United States - Precision Today

Description

Overview:

Precision Today has an immediate opening for a full-time Membership & Quality Assurance role based out of our Franklin Park office. The Membership & Quality Assurance role will be responsible for reviewing and ensuring that all jobs are booked correctly within the parameters to effectively contribute to the overall performance and production from technicians. Quality assurance will include reviewing client history, knowledge of service titan and ensuring consistency to promote production. The role will work closely with call center management to ensure shared communication over monitoring of booked jobs. This role will also work to assist in overseeing memberships within the organization; ensuring enrollment, payment method, and services are set up correctly following sales of membership. The role will work closely with our accounts department to ensure that deployment of auto billing for memberships is set up correctly.

Monday-Friday (9AM-5PM)

Pay: $22-$25 hourly (**Bonus Structure based on KPI)

Job Requirements:

• Ability to understand quality assurance
• Ability to follow processes
• Ability to produce/deliver reports for corrective training
• Goal oriented
• Strong communication within organization and with clients (as needed)
• Must be able to commute to Franklin Park office

Responsibilities:

• Review booked jobs and ensure that all components are set correctly to ensure efficiency and effectiveness for teams that follow
• Review membership sales and ensure that setup and payment is correct
• Run reports to identify errors in booked jobs/sold memberships to communicate with coordinating managers for improvement
• Collaborate with team to identify patterns and create processes to improve booking to dispatching process/handoff

Qualifications:

• Experience in a quality assurance/control role
• Experience in industry (preferred)
• Experience with Service Titan (preferred)

*Bonus structure based on adjusted/saved memberships and/or overall **department/company wide goals.

**Running reports based on jobs that have been quality checked and revenue generated.

Who/What Are We Looking For?

• Coordinate the transportation movements of the technicians
• Must keep track of the drivers schedules as they change throughout the day
• Keep track of the technicians start and departure times
• Must maintain a matrix with the techs routes, start location, specialty tools and qualifications to be able to assign the right call to the right tech
• Requires interaction with drivers daily
• Anticipate problems with routes and parts by making quick sound decisions
• Respond to special requests from customers related to jobs performed by a technician
• Order parts for special orders
• Maintain techs vacation, sick and weekend schedules
• Follow up on all pending/ recommended work
• Forecast workload for 2-3 days out
• Contact customers with parts pending and status of parts

Qualifications:

• Dispatch experience highly preferred
• Ability to pass a background check
• High school diploma (or GED)
• Demonstrate passion for excellence with respect to treating and caring for customers
• Strong decision-making abilities
• Ability to identify customer needs and clearly articulate product and service offerings
• Highly developed sense of integrity and commitment to customer satisfaction
• Meet all attendance and dependability requirements
• Team player
• Multitasking and time management skills with the ability to prioritize

Core Competencies:

• Strong verbal and written communication skills
• Comfortable in navigating through multiple software systems and windows simultaneously
• Ability to show empathy when responding to customers needs
• Must be flexible with the ability to adapt to changes quickly and think conceptually