Service Quality Specialist

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Internal Customer Service Training

Job Category:

Professional

All Job Posting Locations:

Jacksonville, Florida, United States of America, Remote (US)

Job Description:

About Vision

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding on the possibilities of vision treatments? Ready to join a team that’s reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient’s lifetime.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for Service Quality Specialist position.

Service Quality Specialist will select and review interaction recordings each month for identified Surgical Vision Customer Care Associates. Evaluate the interaction recordings against the Service Quality Monitoring Evaluation/Definitions criteria and First Interaction Resolution measures and ensuring Genesys interactions meet or exceed set metrics. Also, review Issue Management Reporting (IMR) submissions in SAP for accuracy and completion. Provide written and verbal feedback to help improve associate performance and customer satisfaction by utilizing coaching tools such as Monthly SQ Trackers. Co-lead monthly SQ calibration sessions. Support order accuracy and Voice of the Customer department goals and objectives by managing e-SMART monthly hot sheets and quality improvements, Error Validation process, Customer Satisfaction and Customer Effort Score. Support department metrics by assisting with call/email/fax volume as needed and required. Includes peer-to-peer internal team support to assist with refresher knowledge and complex customer issues.

You will be responsible for:

Under general direction/supervision and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position

• Evaluate, score, and provide feedback to Customer Care Representatives via SQ Monitoring Evaluations to improve performance, customer satisfaction and measure First Interaction Resolution. Provide verbal coaching/mentoring through various programs/ office hours sessions for quality improvement. Provide monthly Customer Service leadership with quality /MBR reporting. (60%)
• Share team responsibilities and support team functions such as Error Validation, Customer Effort Score, Monthly SQ/Issue Management Reporting (IMR) Performance Trackers. Provide monthly communication and reporting to department leadership (20%)
• Support order entry on peak volume days when the service level needs support via phone/fax/email. (15%)
• Perform other related duties as assigned by management. (5%)

Qualifications / Requirements:

Education

• High School Diploma or equivalent.
   

Experience and Skills

Required:

• 4+ years as a Customer Care Representative
• Individual Call Quality average of 95% (over the past 6 months).
• Meeting all departmental metrics for the past 6 months (consecutive).
• Demonstrate excellent written and oral communication skills.
• Excellent interpersonal, problem solving and proven organizational skills.
• Ability to perform in a fast paced, changing environment while meeting and or exceeding established performance measures.
• Must be familiar with overall organization and or department goals and objectives.
• Proficient in MS Office Suite.
• Create, maintain & complete reports/deliverables in a timely manner.
• Exhibit good time management and organizational skills; ability to effectively manage multiple priorities and flex schedules as business needs require

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation,  external applicants please contact us via https://www.jnj.com/contact-us/careers.  Internal employees contact AskGS to be directed to your accommodation resource.

#LI- Remote

Required Skills:

 

 

Preferred Skills:

 

 

The anticipated base pay range for this position is :

$54,000.00 - $87,400.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

This position is eligible to participate in the Company’s long-term incentive program.


Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year


The following link to general company benefits information MUST also be included in the posting: Please use the following language:

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits