Digital Customer Experience Analyst

3 months ago

Oxnard, United States Rheem Full time

Job Description Digital Customer Experience Analyst - ( 21000965 ) **Description**

The Digital CX Analyst will leverage proficiencies with standard corporate software suites and experience with call center service delivery solutions, to provide technical support, training, and process improvement guidance through evaluation of customer/employee escalations and performance metrics. Additionally, this role will provide project support for digital initiatives impacting the Customer Experience team.

**Qualifications**

**ESSENTIAL DUTIES AND RESPONSIBILITIES** include the following. Other duties may be assigned.

Within the limits of an approved program, company policy and control procedures, charged with responsibility to:

* Support for CRM and Cloud Contact Center solutions

* Proficient with documenting support requests and formal resolutions via internal helpdesk software

* Proficient with creating reports and running analytics on all relevant helpdesk activity

* Develop and document process improvements solutions to improve current strategies and efficiencies

* Create training documentation and conduct training as requested based on analysis of support data

* Project support for digital CX initiatives

* Proficient in creating documentation resolution presentation based on findings solved and process improvements implemented to CX team and leadership

* Denotes Essential Job Functions

**EDUCATION and/or EXPERIENCE:**

* 5+ years of professional experience designing and improving customer experiences with disciplines in marketing, services, customer success, management consulting, offering/product strategy, technology implementation, or related field.

* 5+ years of Helpdesk or Contact Center

* 5+ years of handling support escalations

* 5+ years of training on new software implementations

* 5+ years of documentation and process improvement

* Must have good oral and written communication skills.

* Must have good interpersonal skills, and possess the ability to work and interact in a team setting.

* Must have the ability to develop and train employees and have good organizational skills.

* Must have the ability to analyze problems and recommend and implement improvements.

PREFERRED EDUCATION and/or EXPERIENCE:

* BS Degree

* Basic knowledge of Word and Excel (Will be tested)

* Working knowledge with Microsoft Office Software.

***Rheem is an Equal Opportunity Employer***

***Notice to Third Party Recruitment Agencies:***

*Please note that Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.*

*In the event a recruiter or agency submits a resume or candidate without an agreement, Rheem and its subsidiaries shall explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of Rheem.*

*If your agency would like to be considered as a potential future recruiting partner, please leave your contact information at TalentAcquisition@rheem.com*

*#LI-KL1*

**Primary Location**

: US-CA-Oxnard

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