Job Description

HomeServe USA is seeking a Telemedia Coordinator to join their team. The Telemedia Coordinator will be responsible for weekly calibration calls, on-going monitoring of all campaigns, and assisting the team with various tasks. The position has primary accountability for coaching, QA Monitoring, and other supportive tasks.

Responsibilities:

• Vendor Calibrations
• Weekly QA Monitoring of various vendors and programs
• Handle Customer Escalations – Research and Coaching
• Ensure all reporting comes through for all vendors and file them in appropriate drive
• Handle ordering of all Vendor promotional items etc.
• Handle Login requests for agents
• Coordinate and handle Ambassador Meetings
• Observe Trainings and document Feedback

Essential Functions:

Essential Job Function

% of Time on Function

Attend Vendor Calibrations

10%

Call Auditing using F Series

50%

Call Listening for Focus Agents (Performance & QA)

30%

Observe Training, Login Requests, Update Training

10%

Total

100%

Job Requirements:

• Strong working knowledge of call center QA
• 3-5 years of experience in a call center environment
• Strong listening skills
• Effective oral and written communication skills
• Strong organizational skills

Minimum Physical Requirements:

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk, and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Salary Range: $53,919.16 - $71,892.22

Annual Bonus Potential: 5%

HomeServe USA is an equal opportunity employer.

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