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Customer Experience Specialist

2 months ago

Warren, Michigan, United States The BarTech Group, Inc. Full time
Job Title: Customer Experience Analyst

Bartech Staffing is a leading engineering, technical and professional staffing firm, and our clients include some of the nation's biggest companies. We are powered by Impellam Group, a connected group providing global workforce and specialist recruitment solutions. Our client has engaged us to assist them in hiring a contract Customer Experience Analyst. If you are interested in an opportunity to get your foot in the door with a leading company, we want to talk with you.

Job Responsibilities:
  • Technical Problem Resolution: The Customer Experience Analyst will be responsible for resolving technical problems, while proactively addressing systematic issues impacting subscribers.
  • Analysis and Improvement: This person will perform detailed analysis, define requirements, detail process steps, support and develop improvement strategies, resolve validation steps, and build database queries to perform data analysis.
  • Liaison and Coordination: You will work as a liaison between technical teams and call center operations to enable successful containment, system improvements, and issue resolution.
  • Multi-Tasking and Collaboration: Demonstrate an ability to multi-task, get results, and collaborate across multiple teams.
  • Knowledge and Advocacy: Gain/exhibit knowledge on myBrand Mobile Application execution and run escalated cases regarding its performance. Advocate change to enterprise processes or applications when issues are detected after resolving root cause and appropriate corrective actions.
  • Data Analysis and Reporting: Perform sophisticated data analysis regarding Call Center performance and impacts to CSAT scoring. Prepare reports and presentations illustrating key performance metrics as needed to management.
  • Issue Escalation and Resolution: Escalate and prioritize issues as needed for root cause analysis and corrective action to SMEs or application teams.
  • Technical Triage and Support: Steer technical triages and deliver technical issue content to end users and business owners.
Job Requirements:
  • Education: Associate degree required; Bachelor's degree in computer science, engineering, information systems, or other related field, or equivalent experience.
  • Experience: 2-5 years of troubleshooting experience (call center or production environment preferred).
  • Skills: Proficiency with MS Office suite, specifically PowerPoint and Excel. Proven knowledge of call center applications, application integration, and work-flows to support changes that benefit the user experience.
  • Interpersonal and Communication Skills: High level of interpersonal skills and well-developed oral and written communication skills.
  • Preferred Skills: Experience interacting with relational database structures (Oracle databases) and SQL development skills. Knowledge of OnStar System and support systems. Knowledge of Tableau/Power BI Visualization tools.
Benefits:
  • Medical, Dental, and Vision: Comprehensive health insurance package.
  • 401(k) Plan: Employer-matched retirement savings plan.
  • Paid Time Off: Generous paid vacation and sick leave policy.
  • 529 College Savings Program: Employer-matched education savings plan.

At The BarTech Group, Inc., we offer a competitive compensation package with benefits that support your well-being and career growth. If you are a motivated and detail-oriented individual with a passion for customer experience, we encourage you to apply for this exciting opportunity.