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Customer Engagement Analyst
1 month ago
The Customer Engagement Analyst is a key role within our organization, responsible for analyzing data to identify trends and areas for improvement. This position requires a highly organized individual with excellent analytical skills and the ability to communicate complex information effectively.
The successful candidate will partner with various teams to create a best-in-class customer experience, including Field, Billing, and Business teams. They will be responsible for researching and resolving issues impacting the end-to-end customer journey, as well as documenting findings for further evaluation.
Responsibilities- Perform call and account studies/audits to identify root causes for failed installs and low completion rates.
- Partner with Sales, Care, and Billing Departments to ensure coding, product rules, and processes are aligned across the entire footprint.
- Work with Construction, Design, OPS, and contractors to ensure install completion rates are met.
- Monitor KPI trends and adjust priorities to meet Sales & departmental goals.
- Interpret, translate, explain, and provide applicable information with respect to products, services, equipment, policies, and procedures.
- Research and identify problems with end-to-end processes.
- Review work flows and make recommendations for improvement.
- Review and ensure all Sales processes and procedures are standardized across all channels.
- Ensure end-to-end processes are in line with Corporate initiatives.
- Special projects as deemed necessary by Business leaders or Service Recovery Manager.
- Bachelor's degree or relevant experience required.
- Call Center or related experience 5-7 years.
- Must be proficient in various applications associated with the sales order entry process.
- Possess analytical skills and the ability to find creative solutions to complex issues.
- Ability to take initiative; proactive without waiting for direction; strong sense of personal accountability; execute consistently and with excellence.
- Ability to work in a collaborative environment, multi-task, and have a sense of urgency to work within aggressive timelines.
- Must be able to handle multiple projects and meet deadlines.
- Commitment to professional and professional growth.
