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Limited Services Quality Assurance Coordinator

Job Details

Maximus is currently hiring a Limited Services Quality Assurance Coordinator to support our CA Lifeline team. This is a temporary remote position for candidates with Quality Assurance/Quality Control experience. 

This role is pivotal in evaluating and improving the quality of work, ensuring alignment with project standards and contractual requirements. With a focus on quality performance monitoring and research, you’ll contribute to the development of strategies for enhanced customer satisfaction and waste, fraud and abuse investigation. Your commitment to meeting standards and fulfilling assigned duties will be integral to the team’s success.

At Maximus we offer a wide range of benefits to include:
– Work/Life Balance Support – Flexibility tailored to your needs
– Competitive Compensation – Bonuses based on performance included
– Comprehensive Insurance Coverage – Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter’s, and Pet insurance.
– Future Planning – Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
– Paid Time Off Package – Enjoy paid time off, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.
– Holistic Wellness Support – Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
– Recognition Platform – Acknowledge and appreciate outstanding employee contributions.
– Tuition Reimbursement – Invest in your ongoing education and development.
– Employee Perks and Discounts – Additional benefits and discounts exclusively for employees.
– Maximus Wellness Program and Resources – Access a range of wellness programs and resources tailored to your needs.
– Professional Development Opportunities – Participate in training programs, workshops, and conferences

Essential Duties and Responsibilities:

– Responsible for evaluating staff members on the quality of work performed as measured against project standards, contractual requirements, and performance measures.

– Assist with the development, design, and recommend strategies or activities intended to improve performance.

– Assist with the development, analysis and distribution of project reports and performance indicators.

– Regularly assess the knowledge needs of the staff related to processes and policies regarding the client/contract operations and develop plans to meet those requirements.

– Conduct monitoring activities for quality assurance purposes.

– Assist with monitoring performance and meeting contractual requirements.

– Remain up-to-date on policies and procedures for all operations, assists in developing new procedures, and updates existing procedures when changes occur.

– Assist in the production and update of staff resource materials including quick reference guide, matrices, charts, and workflows.

– Assist with staff training, as necessary.

– Perform other duties as may be assigned by corporate management.

– Monitor and investigate waste, fraud and abuse incidents.
Minimum Requirements
– High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.
– Intermediate Microsoft Office knowledge or experience, with a particular emphasis on basic Excel required.
– 6+ months of Quality Assurance or Quality Control experience preferred.
 
Home Office Requirements:
– Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net).
– Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.
– Must currently and permanently reside in the Continental US.
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate’s education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus’s total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant’s salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at applicantaccommodations@maximus.com.

Minimum Salary
$ 
18.00
Maximum Salary
$ 
19.50
 

APPLY HERE: Limited Services Quality Assurance Coordinator

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Contact Center Associate – Remote

Job Details

Our Contact Center Associates provide an exceptional customer experience through phone and email communication by providing order information, product information, troubleshooting, issue resolution, and general customer support. Our Contact Center Associates have excellent communication skills and a strong desire to serve customers. They thrive on problem solving, thinking outside the box, and issue resolution.

Essential Duties and Responsibilities

  • Customer Experience
    • Deliver friendly and helpful service
    • Demonstrate professionalism
    • Actively listen and express empathy
    • Navigate ambiguity
    • Overcome obstacles
    • Identify solutions
  • Operational Execution
    • Proficient in all assigned areas of responsibility
    • Accurate and timely completion of workload
    • Implement feedback and coaching
    • Drive for continuous improvement
    • Follow standard operating procedures
    • Adhere to company policies
  • Primary Duties:
    • Assist customers through phone and email:
      • Basic product support
      • Parts identification and ordering
      • Web order support, including order status, cancellations, and returns
      • Issue resolution
      • General questions
    • Meet or exceed goals:
      • Call and email audit Steps of Service
        • Sincerely greet the customer
        • Evaluate the customer’s needs
        • Resolve the issue
        • Validate the customer’s satisfaction
        • Express appreciation
      • Availability
      • Call tag rate and accuracy
        • Including pertinent information, such as item # and detailed notes
      • Survey transfer rate
    • Other duties as assigned
  • Additional Duties:
    • Engage in continuous improvement environment:
      • Demonstrate self-awareness and humility
      • Implement coaching and feedback
      • Strive to improve individual and team KPI’s
  • Shared Duties:
    • Customer Experience:
      • Service Level
      • Customer Satisfaction
      • Engage in a great place to work
    • Operational Execution
      • Adherence to schedule
      • Follow policy and procedures
      • Commitment to continued learning and self-development

Success Drivers 
Friendly:              

  • Rebounds from setbacks quickly
  • Establishes sincere connection with those they interact with
  • Successfully resolves challenges with a positive outcome

Flexible :

  • Learns quickly when facing new or unfamiliar problems
  • Supports and adapts to change
  • Enjoys the challenge of unfamiliar tasks

Action Oriented

  • Takes efficient and independent action on tasks
  • Invests significant effort on all tasks
  • Acts promptly on issues that are new or particularly challenging

Composure 

  • Stays calm and professional under pressure
  • Successfully manages frustration and anxiety in high-stress situations
  • Utilizes empathy and understanding to defuse customer dissatisfaction

Customer Focus

  • Strives to deliver an exceptional customer experience every time
  • Consistently prioritizes customers and addresses customer needs
  • Invests time with customers and enjoys positive relationships
  • Asks open ended and thorough questions to understand customer priorities

Effective Communicator          

  • Communicates clearly and ensures understanding; adapts approach to match the audience
  • Communicates professionally and respectfully
  • Expresses genuine interest and concern when serving customers


Scope

  • Staff supervision and Development – No
  • Travel –  N/A
  • Location – Remote from anywhere within the continental U.S.

Requirements

Qualifications
Experience:

  • Customer Service, Retail, or Hospitality experience preferred
  • Intermediate computer skills, including MS Office (Excel, Word) required

Education:

  • Bachelor’s/Associates Degree preferred or High School Diploma                        

Physical Requirements:

  • Stand, walk, sit for extended periods of time
  • Speak and listen to others in person and over the phone
  • Read from computer screen and reports
  • Type 35 words per minute
  • Lift up to 15 lbs.                            

Workspace Requirements:

  • Contact Center Associates are required to have a space within their home to create a desk setup that includes 2 monitors, a laptop, docking station, mouse, keyboard, and headset. Additionally, Contact Center Associates should maintain a workspace that is:
    • safe and free from hazards, quiet and suitable to maintain the confidentiality and privacy of company/customer information.
    • free of distractions – Associates should be able to converse with customers in a non-distracting manner. Distractions could include care for dependents and other persons, pets, and noise-generating devices such as tv, phone, radio, etc.
    • secure for Harbor Freight property.
    • well-lit and ergonomically adequate – Harbor Freight Tools has resources available to support any questions/concerns about setting up an ergonomically adequate workstation.
  • Internet speed of 1GB or greater is required with an unlimited data plan (Harbor Freight Tools supports all Contact Center Associates by reimbursing monthly internet costs)
  • A wired connection typically offers the most reliable and consistent internet speed for supporting daily work tasks. Wired connections, such as Ethernet cables, provide a direct link between your laptop and the network router. If you have a reliable Wi-Fi router and your workspace is within range of a strong Wi-Fi signal, you may find wireless connectivity meets the need. You will work with leadership to determine the best option by providing a speed test of your connection.

Availability:

  • Ability to work a flexible schedule, including weekends and holidays. Regular attendance is an essential function of the job.                          


corporate corporate corporate

About Harbor Freight Tools

We’re a 45 year-old, $8 billion national tool retailer with the energy, enthusiasm, and growth potential of a start-up. We have over 1,500 stores in 48 states across the country and are opening several new locations every week. We offer our customers more than 7,000 tools and accessories, from hand tools and generators to air and power tools, from shop equipment to automotive tools. We provide our customers with the right tool for the right job at the right price, always delivering quality and value.

 

The anticipated rate for this position is up to $21.50 per hour depending on location, knowledge, skills, education and experience. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as early access to pay, medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company’s 401k plan. Associates will accrue paid time off up to 120 hours per year and paid sick time up to 80 hours per year unless otherwise required by law. Associates will accrue paid time off up to 184 hours per year (inclusive of PTO, floating holidays, and paid holidays). Paid sick time up to 80 hours per year unless otherwise required by law.

APPLY HERE: Contact Center Associate – Remote

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Claims Capt Unit Rep II 

Job Details

We Play to Win! 
 
Big goals. Big achievements. Big impact.  
 
ServiceMaster employs empowered and engaged teams, delivering growth in an ever-evolving world. Our goal is to double in size over the next few years, which means ambition and risk-taking are part of our daily life. If you are tired of the status quo and complacency, join our team to help franchisees dominate in their respective areas. You’ll be around other winners chasing big goals, guaranteed to bring out the best work of your career!     
Job Description
 
Claims Capture Unit Rep II
 
Position Overview
Routinely processes inbound/outbound calls and dispatching leads to the appropriate party. Uses computerized system for tracking and gathering information.
 
Location: This position can sit 100% remote anywhere in the U.S. 
 
Compensation: 22/hr 
 
Schedule: Looking for reps to work 2nd (evening) or 3rd (overnight) shifts. 
 
What We Offer:
  • Medical, Dental, and Vision start the first day of the month following your date of hire
  • 401 (k) match
  • 15 days paid time off and paid holidays, including 2 floating holidays
  • Career growth and advancement

Job Responsibilities

 

 
  • Routinely processes inbound/outbound calls and/or electronic requests and dispatches leads to the appropriate party.
  • Uses general product knowledge to process electronic mitigation requests and inbound customer calls to develop Claims Capture Unit (CCU) leads and dispatch to assigned franchise.
  • Corresponds with franchises by phone to dispatch claim information and process the accepted lead.
  • Performs outbound calls to franchisees, insurance company representatives and policy holders regarding mitigation service.
  • Resolves franchise lead fee disputes.
  • Ensures switchboard calls are successfully transferred to appropriate corporate person.
  • Uses computerized system for tracking and gathering information.
  • Completes mitigation requests via contact database software and/or email to generate a CCU lead and dispatch to assigned franchise.
Job Requirements
  • High school diploma/GED required
  • Call Center customer service experience preferred
  • Customer service skills
  • Communication skills, both verbal and written
  • Knowledge of contact database software (e.g. RESPOND 365, Xactanalysis, Symbility)
  • Skilled with Microsoft Office Products (Word, Excel, Outlook)
  • Ability to type 30 wpm
Physical Demands and Working Conditions
The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

 

  • Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
  • Sitting for long periods of time while using office equipment such as computers, phones and etc.
  • Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
  • Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.
Incumbent is required to have:

 

 
  • Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.
Incumbent will be subject to:
  • Inside working conditions: The change of building environment such as with or without air conditioning and heating.
About ServiceMaster Brands
ServiceMaster® Brands® is a leading franchise provider of needs-based residential and commercial services in the restoration, cleaning, moving, and bioremediation industries. Founded in 1929, the company is home to over 3,200 franchisees across 4,600+ locations serving over 1,000,000 homes and businesses each year. ServiceMaster was founded with a deep commitment to integrity and customer service and does business under seven brands today across 50 states and nine countries that generate more than $3.5B in system-wide sales: ServiceMaster Restore®, ServiceMaster Clean®, ServiceMaster BioClean®, Merry Maids®, TWO MEN AND A TRUCK®, TWO MEN AND A JUNK TRUCK®, and Indoor Science.
While each brand maintains a distinct identity, we share a commitment to our vision to Become the most admired brand in each industry we serve. Working as part of our team means bringing your best ideas to work every day and seeing the impact of your contributions. Stars in our company at all levels are builders—they love to create, lead and see their plan come to life. Our best people understand that while great ideas are important, they require incredible focus and teamwork to execute.
We live by our purpose to Be there when you need us™. This extends to our team members, where we are dedicated to our team’s growth, well-being, and success- every step of the way.
ServiceMaster Brands is headquartered in Atlanta, Georgia.
Roark Capital Group acquired ServiceMaster Brands in October 2020. Roark focuses on investing in the consumer and business services sectors, with a specialization in multi-location and franchised businesses. Since inception, affiliates of Roark have invested in 100 multi-location, franchised brands, which collectively generate $62 billion in annual system revenues from 66,000 locations in 50 states and 89 countries. Please visit www.roarkcapital.com to learn more. 
 
It is the policy of ServiceMaster Brands, in accordance with all applicable laws, to recruit, hire, train, and promote persons in all job titles without regard to race, color, national origin, genetic information, religious beliefs, sex, gender identity, sexual orientation, age, marital status, pregnancy, disability, protected veteran status, or any other protected classifications, activities, or conditions as required by federal, state and local laws. 
If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process at weacknowledge@servicemaster.com  
California Applicants:
Background checks are required, and qualified applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
 
 

APPLY HERE: Claims Capt Unit Rep II

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