Coordinator, Customer Relations - TForce Freight

Job Title: Coordinator, CS-Customer Relations

Job Summary:

The Quality Specialist is responsible for evaluating the performance of Customer Service Agent (CSA) calls to ensure consistency, accuracy, and customer satisfaction. The incumbent develops, implements, and monitors call procedures to encourage continuous call quality improvement and determine training enhancement needs. This position collaborates with support functions (e.g., Quality Measurement Group (QMG), etc.) to resolve individual and group performance issues in accordance with TFF's policies and procedures.

Job Responsibilities:

• Updates IIP reports to reference handling time and receipt of signed forms by the Customer Service Supervisors.
• Administers Interactive Knowledge Builder (IKB) questionnaires to CSAs to improve knowledge of available resources (e.g., databases, corporate web sites, help files, etc.) and to enhance the training process.
• Attends daily calibration meetings to review CSA calls evaluated by the QMG.
• Compares call quality scores against the QMG evaluations to promote consistency across support function teams and provide feedback to CSAs as needed.
• Completes notification forms with supporting documentation (e.g., call summary, job aids, etc.) to identify discrepancies in QMG scoring and to submit a request for change.
• Maintains calibration results to track the success rate of CSAs.
• Retains participant sign-off documentation to complete call calibration reviews.
• Interviews Customer Service Managers to ensure they are up-to-date on site standings and to understand quality expectations.
• Reviews most help needed reports to ensure processes are completed accurately.
• Monitors call calibration attendance to ensure necessary personnel participate.
• Must be detailed oriented.

Job Requirements:

• U.S. citizen or otherwise authorized to work in the U.S.
• Currently located in the same geographic location as the job or willing to relocate yourself
• Have experience using Microsoft Products or equivalent software
• Bachelor's degree or international equivalent degree preferred