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Quality Advocate Coach

Edinburg, VA 22824, USA, Lynchburg, VA, USA, Rustburg, VA 24588, USA, Waynesboro, VA 22980, USA Req #861
Thursday, May 2, 2019
Shentel (NASDAQ: SHEN) is a regional telecommunications company successfully providing a broad range of telecommunication solutions for over 110 years.  Shentel is committed to enriching the lives of the customers we serve with the highest quality telecommunication services by making major investments in technology easy.  It is our vision to provide rural communities with access to the same level of telecommunications services as those found anywhere else in the US.  With operations in multiple states, we provide our customers with wireline and wireless telephone, Cable TV, and internet.  In addition Shentel is proud to be an affiliate of Sprint.  We own and operate the more than 1000 towers that support our wireless network and employ the teams who work in our 48 Sprint stores, provide customer service, and operate the wireless network.  We are looking for dedicated people with professional attitudes who take pride in providing superior customer service, closing sales and driving success of all of the facets of our business.  We're Shentel.  Always connected to you.  Shentel is an Equal Opportunity Employer and a Drug-Free Workplace. 

Job Summary: The Quality Advocate Coach is responsible for the quality review of inbound and/or outbound telephone and email inquiries of call center phone representatives to ensure accurate information is provided professionally, courteously and consistently. Also, audits phone conversations for compliance with corporate policies, procedures, and applicable regulatory guidelines. This position reports to the Manager of Learning & Performance.

Qualification Requirements:
a. Associates degree or higher preferred, or 3 plus years relevant work experience as a CSR or TSR.
b. Professional workforce certifications are a plus Ability and willingness to learn new software applications.
c. Skills in complex problem solving, judgment, critical thinking and decision making.
d. Ability to be highly organized with an emphasis on accuracy and timeliness.
e. Ability to organize information and have attention to detail and accurately follow procedures.
f. Ability to work alone with minimum supervision and with others in a team environment.
g. Ability to effectively communicate orally and in writing with co-workers, management team, other Departments.
h. Ability to sit the entire work day viewing a computer monitor as calls are quality reviewed.
i. Experience monitoring IB/OB calls and providing feedback.
j. Proven success in call center coaching.
k. Ability to proficiently use all MS Office products.

Shentel is an Equal Opportunity Employer and a Drug-Free Workplace.  Click to review our Privacy Policy.

Shentel will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please email and provide your name and contact information.

Other details

  • Job Family Customer Service
  • Pay Type Hourly
  • Edinburg, VA 22824, USA
  • Lynchburg, VA, USA
  • Rustburg, VA 24588, USA
  • Waynesboro, VA 22980, USA