Service Quality Specialist

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🔥 24 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $54k - $87.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Johnson & Johnson

WebsiteLinkedInAll Job Openings

10,000+ employees

💊 Pharmaceuticals

🧬 Biotechnology

🧘 Wellness

Pharmaceuticals • Biotechnology • Wellness

<Johnson & Johnson> is a global healthcare company that researches, develops, manufactures and markets pharmaceuticals, medical devices and consumer health products. The company focuses on innovative medicines and therapies across oncology, immunology, neuroscience and cardiopulmonary areas, and develops MedTech solutions in cardiovascular, orthopaedics, surgery and vision. Johnson & Johnson also engages in health & wellness education, large-scale manufacturing, investor activities and global social-impact initiatives.

📋 Description

• Evaluate, score, and provide feedback to Customer Care Representatives via SQ Monitoring Evaluations to improve performance, customer satisfaction and measure First Interaction Resolution. • Provide verbal coaching/mentoring through various programs/ office hours sessions for quality improvement. • Provide monthly Customer Service leadership with quality /MBR reporting. (60%) • Share team responsibilities and support team functions such as Error Validation, Customer Effort Score, Monthly SQ/Issue Management Reporting (IMR) Performance Trackers. Provide monthly communication and reporting to department leadership (20%) • Support order entry on peak volume days when the service level needs support via phone/fax/email. (15%) • Perform other related duties as assigned by management. (5%)

🎯 Requirements

• Education High School Diploma or equivalent. • 4+ years as a Customer Care Representative • Individual Call Quality average of 95% (over the past 6 months). • Meeting all departmental metrics for the past 6 months (consecutive). • Demonstrate excellent written and oral communication skills. • Excellent interpersonal, problem solving and proven organizational skills. • Ability to perform in a fast paced, changing environment while meeting and or exceeding established performance measures. • Must be familiar with overall organization and or department goals and objectives. • Proficient in MS Office Suite. • Create, maintain & complete reports/deliverables in a timely manner. • Exhibit good time management and organizational skills; ability to effectively manage multiple priorities and flex schedules as business needs require.

🏖️ Benefits

• Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)). • This position is eligible to participate in the Company’s long-term incentive program. • Vacation –120 hours per calendar year • Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year • Holiday pay, including Floating Holidays –13 days per calendar year • Work, Personal and Family Time - up to 40 hours per calendar year • Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child • Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year • Caregiver Leave – 80 hours in a 52-week rolling period • Volunteer Leave – 32 hours per calendar year • Military Spouse Time-Off – 80 hours per calendar year