Note: The job is a remote job and is open to candidates in USA. Coinstar is a company focused on enhancing customer service experiences, and they are seeking a Global Customer Service Experience Specialist. This role is responsible for ensuring that outsourced customer service vendors provide quality interactions that align with the company's brand and contractual performance indicators.

Responsibilities

• Ensure that customer experience center leadership is in synch with Coinstar culture, brand, and values
• Monitor KPIs to ensure that the customer experience center delivers a quality customer experience as outlined in the Statement of Work
• Resolve and/or approve customer service Tier 1 issues for customer service vendor
• Responsible for resolving customer complaints via multiple platforms and various agencies (e.g., social media, Better Business Bureau, email, etc.)
• Participate in vendor meetings, quality calibration and business reviews
• Facilitate vendor team lead meetings
• Complete audits to confirm adherence of company policies and procedures
• Champion business strategies and new product implementation
• Bring forward to Vendor Manager recommendations on current policies and procedures as well as day to day process improvements
• Coordinate and assist in other tasks as needed and work with other departments to resolve issues either directly or indirectly relating to the vendors
• Perform various administrative tasks

Skills

• High School diploma or equivalent
• Minimum 1 – 2 years' experience in an operations environment, preferably with Customer Service or Call Center operations
• Proficiency in Microsoft Office Software
• Analytical skills to interpret trends, identify root causes form conclusions and/or recommendations
• Versatility and flexibility to respond and adapt quickly and effectively to multiple changing priorities
• Excellent oral and written communication skills required
• Some supervisory experience
• Knowledge of call center technology
• Bilingual (English/Spanish)

Benefits

• Health & Wellness Coverage – Three outstanding medical plans to choose from, along with dental and vision insurance, Short- and Long-Term Disability Insurance, and Life Insurance.
• Retirement Savings – Traditional and Roth 401(k) plans with a company-match that immediately vests.
• Paid Time-Off – PTO accruals begin at 18 days per year, plus 10 company holidays and 2 floating holidays annually.  Additionally, we offer paid parental and adoption leave.
• Other Perks and Benefits – A generous Corporate Matched Giving plan and an Employee Assistance Program.
• Work Environment – We offer a casual and flexible work environment with work from home options.

Company Overview