Quality Assurance/Customer Care Coordinator
American Residential Services · Aurora, CO
- On site
- Internship
- $52,000 / year
- Aurora, CO
Job highlights
- Monitor service quality and customer satisfaction.
- Handle inbound customer concerns and investigations.
- Analyze customer feedback and complaint trends.
- Collaborate with service center teams for resolutions.
- Drive continuous improvement in customer experience.
About the role
Quality Assurance Specialist / Customer Care Coordinator
American Residential Services (ARS) is seeking a Quality Assurance Specialist / Customer Care Coordinator to enhance customer satisfaction and monitor service quality. This role is crucial in maintaining high standards across all customer interactions.Why Join ARS-Rescue Rooter?
- Comprehensive benefits including insurance access after 31 days.
- Medical insurance options starting at $5/week.
- HSA or FSA options available.
- 401(k) with company match.
- Paid Time Off & Holiday Pay.
- Company-paid life insurance.
Responsibilities: What You’ll Do
- Manage inbound customer concerns and proactively follow up to ensure satisfaction.
- Investigate service quality issues, including pricing, damages, and technician performance.
- Document and track all customer complaints and QA trends meticulously.
- Coordinate resolutions by collaborating with local service center teams and leadership.
- Review and respond to customer satisfaction surveys, focusing on negative feedback.
- Deliver quality insights and provide quarterly complaint analysis by branch and region.
- Ensure service consistency and drive continuous improvement in the customer experience.
Qualifications: What You Need
- 1–2 years of customer service or call center experience.
- 4–8 years of experience in quality control, inside sales, or a similar customer-focused role.
- Knowledge of residential construction trades; HVAC and Plumbing trades preferred.
- Exceptional communication skills and a keen attention to detail.
- Strong computer and documentation skills.
- A proactive mindset, dependable attitude, and a commitment to quality outcomes.
- Must pass a pre-employment drug screen and nationwide background check.
Key skills/competency
Quality Assurance, Customer Care, Customer Satisfaction, Complaint Resolution, Service Quality, Communication Skills, Attention to Detail, Problem Solving, Data Analysis, HVAC/Plumbing KnowledgeSkills & topics
- Quality Assurance
- Customer Care
- Customer Service
- Call Center
- Complaint Resolution
- Service Quality
- HVAC
- Plumbing
- Construction Trades
- Coordinator
- Specialist
- ARS-Rescue Rooter
- American Residential Services
How to get hired
- Tailor your resume: Highlight 1-2 years in customer service/call centers and 4-8 years in quality control or sales roles. Emphasize residential construction trade knowledge, especially HVAC and Plumbing.
- Showcase communication skills: In your application and during interviews, provide specific examples of your exceptional communication abilities and meticulous attention to detail.
- Demonstrate problem-solving: Be ready to discuss how you've proactively investigated and resolved customer complaints and service quality issues.
- Prepare for technical questions: Be familiar with common residential construction trades and quality control principles relevant to HVAC and plumbing services.
- Understand the company culture: Research ARS-Rescue Rooter's commitment to customer satisfaction and quality service to align your responses with their values.
Technical preparation
Familiarize yourself with HVAC and plumbing systems.,Understand residential construction trade standards.,Review quality control methodologies.,Practice documenting issues and trends.
Behavioral questions
Describe a time you resolved a customer complaint.,How do you handle negative customer feedback?,How do you ensure service quality?,How do you collaborate with internal teams?
Frequently asked questions
- What is the primary focus of the Quality Assurance/Customer Care Coordinator role at American Residential Services?
- The primary focus is to elevate the customer experience by monitoring service quality, investigating issues, and ensuring high customer satisfaction standards for ARS-Rescue Rooter.
- What experience is required for the Quality Assurance/Customer Care Coordinator position at ARS-Rescue Rooter?
- The role requires 1-2 years of customer service or call center experience, combined with 4-8 years in quality control, inside sales, or a similar customer-focused role, along with knowledge of residential construction trades.
- How does ARS-Rescue Rooter support its employees in this Quality Assurance/Customer Care Coordinator role?
- ARS-Rescue Rooter offers comprehensive benefits including medical insurance from $5/week, HSA/FSA options, 401(k) with match, paid time off, and company-paid life insurance, with insurance access after just 31 days.
- What are the key responsibilities of a Quality Assurance/Customer Care Coordinator at American Residential Services?
- Key responsibilities include handling customer concerns, investigating service quality issues (pricing, damages, technician performance), documenting complaints, coordinating resolutions, and analyzing customer feedback.
- What technical knowledge is beneficial for the Quality Assurance/Customer Care Coordinator at ARS?
- Knowledge of residential construction trades is required, with a preference for experience in HVAC and Plumbing trades, which will be helpful in investigating service quality issues.
- How does American Residential Services handle customer feedback for this Quality Assurance/Customer Care Coordinator role?
- The role involves reviewing and responding to customer satisfaction surveys, particularly negative feedback, and providing quarterly complaint analysis by branch and region.
- What is the work schedule for the Quality Assurance/Customer Care Coordinator at ARS-Rescue Rooter?
- The schedule is Monday through Friday, from 8:00 am to 5:00 pm.
- What is the pay range for the Quality Assurance/Customer Care Coordinator position at American Residential Services?
- The pay range is $22.00-$25.00 per hour, depending on experience (DOE).
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