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Customer Experience Specialist

Phoenix, AZ

We offer a hybrid work environment. Most US-based positions can also be performed remotely (any exceptions will be noted in the Minimum Qualifications below.)

Our Mission:

To actively connect people to their next great opportunity.  

Who We Are: 

ZipRecruiter is a leading online employment marketplace. Powered by AI-driven smart matching technology, the company actively connects millions of all-sized businesses and job seekers through innovative mobile, web, and email services, as well as through partnerships with the best job boards on the web. ZipRecruiter has the #1 rated job search app on iOS & Android.

Summary:

Responsible for assessing, improving, and maintaining the quality of our CS and T&S teams and their performance through audits. The ideal candidate will be self-motivated with strong attention to detail and an analytical mind. Also responsible for ensuring accurate and prompt evaluations, analysis, and reporting of activities according to the organization’s policies, procedures, and key performance indicators.

Responsibilities:

  • Review the quality of work performed by customer-facing teams through live monitoring and the use of call, chat, and email recording systems and applications
  • Maintain consistency and regularity in reviewing and scoring interactions
  • Assist in maintaining quality initiatives by monitoring adherence to quality control policies and procedures, developing new models, and implementing changes
  • Use the quality monitoring system to provide regular feedback to representatives, team leaders, and managers
  • Monitor and respond to customer inquiries via online review sites
  • Maintain professional and technical knowledge by reviewing professional publications and maintaining awareness of industry standards

Qualifications:

  • 2+ years of experience in the areas of Customer Service, Customer Success, with a focus on data analysis
  • Expresses ideas and information clearly
  • Problem-solves without explicit direction
  • Follows best practice methodology
  • Understand their area of the product
  • Excellent written and oral communication skills
  • Coachable and receptive to feedback for continuous improvement
  • Ability to effectively communicate with various business partners and leaders 
  • Self-directed with an ability to work under minimal supervision
  • Ability to adapt quickly to change with a sense of urgency
  • Detail-oriented, organized, and strong time-management skills

As part of our team you’ll enjoy:

  • Competitive salary
  • Exceptional benefits package
  • Flexible Vacation & Paid Time Off
  • Employer-matched 401(k) plan

The US base pay for this full-time position is $26.00/hr. The expected start date is August 4th.

Depending on the position offered, equity, bonuses, commission, or other forms of compensation may also be provided as part of a total compensation package, in addition to a full range of medical, financial, and other benefits.

ZipRecruiter is proud to be an equal opportunity employer and provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or genetics.

Privacy Notice: For information about ZipRecruiter's collection and processing of job applicant personal data for this job, please see our Privacy Notice at: https://www.ziprecruiter.com/careers/job-applicant-privacy-notice

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