The Customer Experience Vendor Performance Specialist is responsible for ensuring services provided by our outsourced customer service vendor continually enhances the company brand through positive customer and retail partner interactions and experiences, as well as vendor adherence to contractual key performance indicators.
Key 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
Education & Experience
- High School diploma or equivalent
- Minimum 1 – 2 years’ experience in an operations environment, preferably with Customer Service or Call Center operations
- Some supervisory experience is preferred
Knowledge, Skills & Abilities
- Proficiency in Microsoft Office Software
- Knowledge of call center technology preferred
- 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
- Bilingual (English/Spanish) is preferred
Location & Travel Expectations
- Our corporate headquarters is in Bellevue, WA, but remote or work from home arrangements are welcome. Candidates must be located in Washington State or another U.S. Pacific Time Zone location to support team collaboration and business hours.
- This position requires the ability to work a flexible schedule between the hours of 5:00am-8:00pm Pacific Time.
- This position requires up to 5% domestic business travel. Potential for one international trip per year.
Pay and Benefits
The typical starting pay range for this position is between $22.82 - $30.83 per hour. Coinstar utilizes geographically based pay ranges, within the United States, which allows us to pay competitively and consistently based on location. Within the range for the applicable geographic area, individual pay is determined by several factors, including job-related skills, experience, and relevant education or training. Your recruiter can share the salary range specific to your location. Employees in this position have the potential to increase their base pay up to $37.00 per hour which is the max end of the range, based on ongoing demonstrated and continuous performance in the role. Short-Term incentives are a part of the total compensation package and are based on Company and Individual performance.
We believe that continued good health, financial security, and work-life balance are important. Coinstar is proud to offer a complete, progressive benefits package including:
- 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.
EEO Statement
We are Coinstar because of our people. We value and embrace their unique and diverse talents, perspectives and experiences and strive to build an environment where everyone can bring their best self to work. We are an Equal Opportunity Employer. Coinstar will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact our Human Resources team via [email protected] (mailto:[email protected]). We believe that diversity and inclusion make us a better, more innovative, and successful company, and we seek to recruit and retain a diverse talent pool. Even if you do not meet every qualification, we encourage you to apply.
Physical Requirements
Sedentary work involves remaining in a stationary position most of the time in front of a computer, using a keyboard, mouse and telephone. Regularly operate a computer and other office equipment. Occasionally move about the work site to access file cabinets, office equipment, etc. Exert up to 10 lbs. of force occasionally, and/or a negligible amount of force frequently or regularly move objects. Communicate and exchange information with co-workers and other individuals in person and electronically.
This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
