Customer Service Training and Quality Assurance Coordinator

Ohio Turnpike and Infrastructure Commission
$67,890.16 - $82,395.30 Annually
dental insurance, life insurance, vision insurance, vacation time, paid holidays, sick time, retirement plan
United States, Ohio, Berea
Oct 25, 2024
Description The Ohio Turnpike is seeking an experienced trainer to work in our Customer Service Department at the Ohio Turnpike. If you want to accelerate your career growth, you need to stop thinking about today. Instead, think year one and beyond. Bring your talents and goals to one of Northern Ohio's vital resources and join the future of transportation. If you are interested, here's what we can offer you: Salary range from $67,890.16 - $82,395.30 annually Excellent pension, and health care benefits Paid leave and holidays Growth and advancement Educational assistance and reimbursement The Ohio Turnpike & Infrastructure Commission provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Examples of Duties Job Duties Create and implement sustainable training programs for Customer Service Center new hires. Develop ongoing training for Customer Service Center Representatives. Train all Customer Service Center staff, including organizing, prioritizing, and scheduling work assignments. Create quality assurance procedures, including documentation management and adherence to established processes. Document new and existing processes, protocols and regulations for the Customer Service Center Department. Monitor phone calls and email responses for quality assurance in the Customer Service Center Department. Generate and compile monthly reports related to quality metrics and process performance. Review E-ZPass accounts and unpaid toll accounts for fraud trends and other anomalies. Analyze Customer Service Center system reports and monitor accordingly. Serve as a point person for items reviewed and audited by the Toll Audit Department. Perform any other duties that may be assigned by the Customer Service Center Manager or Customer Service Center Supervisor. Typical Qualifications Major Worker Characteristics Excellent communication skills, both verbally and written. Excellent organizational and time management skills. Ability to work effectively with others to accomplish department goals. Ability to work under pressure, with frequent interruptions. Ability to perform accurate mathematical computations, recognize errors, and make necessary corrections. Ability to plan, organize, implement, evaluate information and processes. Prioritize and balance responsibilities while establishing a supportive and positive work environment. Minimum Qualifications High School Diploma or GED required. Minimum of two years' experience directly related to customer service in a call center environment. Previous trainer experience required. Supplemental Information Unusual Working Conditions The work environment is typically in an office setting.