Service Evaluator

First Investors Corporation Edison, NJ
Position Summary

The Service Evaluator is accountable to monitor calls and provide one-on-one coaching and feedback to customer service representatives and resource sharing associates to ensure that service and quality standards are met. This role uses discretion and independent judgment to develop and facilitate training focusing on quality service skills and self-development. The Service Evaluator is responsible to maintain the department Desktop Reference Guide and other materials utilized to facilitate BASICS II training for new CSRs and resource sharing associates; as well as collaborate with the department management team on call forecasting and maintain the department forecasting workbook.


* Monitor recorded calls for technical accuracy and service deficiencies using the Witness Contact Store.

* Prepare service evaluations based on a call monitoring for identified associates. Prepare written feedback, including call scoring and narrative summaries, and present during a confidential service evaluation or coaching session. May be asked to prepare off-cycle service evaluations for coaching purposes.

* Develop and facilitate service skills and professional development training by creating and presenting classes and role play exercises.

* Maintain and facilitate BASICS II new employee program.

* Maintain forecasting Excel workbook.

* Prepare and distribute daily schedule to CSRs and Resource Sharing Associates.

* Facilitate Forecasting and Resource Sharing meetings.

* Audit and transcribe calls for various FIS departments.

* Maintain the Client Relations Desktop Reference Guide.

Non-Essential Duties and Responsibilities

* Answer incoming telephone calls as scheduled and during periods of high call volume.

* Work on special projects as required.

Educational Requirements

* College degree preferred or equivalent work experience

Experience and Background Requirements

* Minimum 1 year previous customer service and/or training experience.

* Demonstrated superior customer service skills

* Demonstrated strong written and oral communication skills

* Demonstrated strong organizational skills and follow-up abilities

* Demonstrated effective presentation skills and creative abilities

* Demonstrated ability to provide feedback in a professional manner

* Proficient in Microsoft Word, Excel and PowerPoint

* Strong attention to detail and accuracy

* Demonstrated ability to prioritize multiple responsibilities, work well under pressure and effectively meet deadlines

* Motivated and focused

* Must be willing to work overtime when necessary

Foresters Financial is an Equal Opportunity Employer.