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Care Advocate Associate - QA - Cust Care Contct Ctr

Location: Columbus, OH, United States - Cust Care Contct Ctr 5555 Scarborough Blvd
Job ID: 1087807
Customer Care Hourly Positions
Job Type: Full-Time
Date Updated: Mar 15, 2020

General Description

JOB PURPOSE:

Associates in the Quality Assurance Care Advocate Team are highly skilled professionals who handle the most complex customer issues at JCPenney and provide world-class service in a multi-skill environment that includes verbal and written communication methods.  

 

 

REPORTS TO:

KEY PARTNERSHIPS:

CCR3-QA Supervisor

 

 

KEY RESPONSIBILITIES FOR THIS ROLE:

Responsibilities:

  • Responsible for monitoring the quality of Customer Care communication with internal and external customers
  • Monitors inbound and outbound calls, emails, chat and social media platforms
  • Assists in creating and implementing call center quality processes and procedures
  • Makes recommendation for enhancements to training materials as needed
  • Identifies trends and behaviors to report to management
  • Provides actionable data to various internal support groups as needed
  • Coordinates and facilitates call calibration sessions for Customer Care associates and leadership
  • Provides feedback to Customer Care leadership
  • Prepares and analyzes internal and external quality reports
  • Reviewing databases and other documentation sources to gather information
  • Perform other duties as assigned.

Skills & Experience:

  • Advanced verbal and/or written communication skills with ability to provide exceptional customer service and de-escalate the customer as needed
  • Advanced computer skills, including utilizing multiple software systems and Microsoft/Excel
  • Critical thinking, self-starting and multi-tasking abilities necessary
  • Ability to understand and follow instructions
  • Must be organized with strong attention to detail.
  • Must have good math skills including calculation of fractions, decimals, and percentages
  • Requires the ability to work independently, make decisions and edit work of others
  • Ability to multi-task without losing speed or accuracy
  • Ability to resolve identified discrepancies
  • Reading comprehension

Preferred Qualifications:

  • 6 months-1 year as a Care Support Associate

 

COMPETENCIES NEEDED TO PERFORM EFFECTIVELY IN THIS ROLE:

 

 

 

   

 

  • Drives for Results – Acts decisively and quickly, sets aggressive goals and takes appropriate risks, creates a culture of continuous improvement and actively search for ways to do more with less.

 

  • Applies Critical Thinking – Uses fact-based analysis to guide decision-making, applies critical thinking to develop options and consider impacts, demonstrates business expertise.

 

  • Executes with Excellence – Develops and prioritizes plans that help achieve Company goals, executes plans that are well-organized and efficient, delegates work effectively and communicates expectations to others.

 

  • Takes Accountability – Takes responsibility for excellent customer experiences, holds self and others accountable for actions, shows confidence when challenged and will do the right thing even when it’s hard.

 

  • Embraces a Growth Mindset – Applies a growth mindset by seeing change as an opportunity to learn and grow, asks for and listens to feedback, proposes and takes action on new ideas.

 

  • Demonstrates Leadership – Fosters teamwork and motivates others to perform at a higher level, aligns goals and processes to create momentum, sets clear expectations and creates a culture of development through feedback and coaching.

Job Title: Care Advocate Associate - QA - Cust Care Contct Ctr
Location: Columbus, OH, United States - Cust Care Contct Ctr 5555 Scarborough Blvd
Job ID: 1087807

J.C. Penney Company Inc.
Plano, Texas

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