Randstad Call Center Complaints Analyst in Norfolk, Virginia

Call Center Complaints Analyst

job details:

  • location:Norfolk, VA

  • salary:$15 per hour

  • date posted:Sunday, March 11, 2018

  • job type:Temp to Perm

  • industry:Other Services (Except Public Administration)

  • reference:S_622804

job description

What you will be doing:

You will be responsible for reviewing and investigating complaints initiated by customers and oversees the complaint response process to facilitate timely resolutions and responses.

This is a temp to permanent opportunity.


  • Conduct complaint investigations and associated tasks to ensure complaint investigations are thorough, investigation conclusions are appropriate, appropriate procedures are followed and complaint investigations are conducted and closed in a timely manner.

  • Review & identify the root causes of complaints and works with the applicable operational departments such as, Quality Control and Operations, to ensure an appropriate resolution.

  • Responds directly to customers when necessary to investigate and resolve complaints.

  • Completing day to day complaint handling operations as directed by Management.

  • Assist in development of training materials and process enhancements related to complaints management

  • Analyzes trends in consumer complaints and manages trending report for Management review and for historical performance

  • Manages process logging changes to business practices based on trending complaint data and summarizes this data for Management review

  • Works in accordance with company guiding principles, policies and procedures

Working hours: Monday through Friday, 8:00AM to 5:00PM


--Proficiency with Microsoft Office business software and use of information databases

--Proven ability to communicate effectively; orally and written

--Service oriented attitude and ability to exercise sound business judgment

--Ability to maintain confidentiality and discretion in business relationships

--Proven ability to work and maintain a positive environment with peers, management and customers.

--Requires proficiency in understanding and applying applicable elements of Fair Debt Collection Practices (FDCPA) and Fair Credit Reporting Act (FCRA) for tasks performed

--Able to define problems, organize and collect data, establish facts and draw valid conclusions

Education and Experience:

--Associate Degree, or higher, is required

--1-3 years Customer Service and Complaint handling experience

Pay Rate: $15.00 per hour, full time, on-site, W-2 position.

Duration: Four month Temp to Permanent

Hours: Monday through Friday, 8:00am to 5:00pm. Overtime as needed.

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.